Complaint #63 1win Casino

Deposit not credited into the account

By Lololololol

1 year ago

Message on forum

Hi , on 16/11/2024 i made a deposit on my 1win account with the amount of 2400 egp but it never got credited until now (for more than 3 months ) i reached them out hundreds of times on all of their customer support platforms but the issue never got fixed at the first time they created a ticket for me after 24 h passed and the amount didn’t get credited into my account they told me to wait 7 days max and it will be credited but it never got credited i waited more n more n more and it still didn’t credit , i reached them out and they always give me their automated responses we are working on it, we escalated this issue, and it never get fixed ,I already provided them with the deposit screenshot and the receipt of the transaction that i made (deposit) i made the deposit from my e-wallet (we pay Egypt) and i chose on the 1win website (vodafone cash) as a payment method but its considered the same they’re both e-wallets in which transactions can be made between them,i provided them with every info they need to fix the issue (btw i used 1win multiple times and it was working out without any issues) ,after a month of not getting the deposit credited into my account,they told me you need to send us a bank statement from which each transaction of my e-wallet was made since the day of the deposit until the present day , so I contacted my e-wallet provider (we pay Egypt) they told me we don’t provide bank statements because each transaction you made is already listed in your (we pay egypt) app, which makes sense! So I referred back to 1win customer support explained them the issue hundred times and they tell me okay we will fix it but it never got fixed and as soon as I reach out the next agent of 1win customer support he keeps asking me for that bank statement I tell him the same answer, so I was like guys I don’t mind taking for ya’ll a screen-record of each transaction i made since the deposit date until now so they told me never mind you know what we will take care of it and they canceled the first ticket and they created a new ticket for me (PMNT-2092706) so I was like okay finally someone of them agents heared me out and I my issue will be fixed but i still waited more n more n more and it never get fixed they keep telling me the same automated responses without any explanation why this issue happened when it will be fixed nothing!!! More than 3 months and the issue never got fixed literally like its such a miserable inconvenience to experience with such a big online casino like 1win it got me so frustrated, not to mention that alot of times I reached them out they kept closing the chat while I’m explaining my issue so respectfully and getting from them rude responses while I’m talking with them so respectfully and it’s such a unpleasant experience by all means please guys you are my last hope to fix my issue please reach me out on my email to send ya’ll all the evidence you need to fix the issue please i beg ya’ll.

Disputed Casino 1win Casino

Reason Amount not credited

Amount ج.م.‏2400

Discussion

AskGamblers

• Support Team

1 year ago

Dear @Lololololol,

Following a careful review of valid information and proof presented by 1win Casino management, the AskGamblers Complaint Team confirms that the deposit amount, subject to this dispute, has never reached the payment provider. Due to this, neither the payment provider nor the casino has any additional information. The AskGamblers Complaint Team strongly suggests you follow the advice given by the casino and reach out to your bank.

Unfortunately, the above means that the issue is not connected to the casino's operations and therefore, is being rejected.

Thank you for your understanding.

1win Casino

• Representative

1 year ago

Hello!

We would like to inform you again that we have received a response from the provider regarding your request. The provider reported that the payment was not received. You need to contact the technical support of your banking system and clarify the details.

Regards, 1win team.

Lololololol

1 year ago

Dear askgamblers team i did everything I could to get my money back please try to speed up the process from their end

Lololololol

1 year ago

And i did contact my e-wallet provider as I mentioned multiple times , i did reach out my e-wallet provider multiple times on the phone and they told me that the payment is successful and they also sent me a confirmation that the transaction is successful and i sent to ya’ll their response on your e-mail and aldo i told my e-wallet provider customer service that the number owner I transferred the money to which is 1win told me that the payment is not received so the customer support of my e-wallet provider told me no,the transaction is successful and it’s listed that its successful and its also approved by the Federation Of Egyptian Banks and they sent me also a confirmation as an sms message (which i sent to you on your email) containing all the details of the transaction and it also says that the transaction is successful besides the screenshot of the transaction that i took from the e-wallet app in which i sent to ya’ll and they told me that they don’t send confirmations regarding a transaction but they did it for me just as an exception and just to prove to ya’ll and prove to askgamblers team that ya’ll are just a bunch of scammers and i did everything from my end but ya’ll still don’t want to resolve the issue,so this means that the issue is from you guys or the phone number I transferred the money to,the customer support of my e-wallet ironically told me if the other part said that the transaction is not successful then let’s mske a conference call between me and my e-wallet provider and the owner of the phone number I transferred the money to and his own e-wallet customer support just to prove to you that the transaction is successful if ya’ll do say that the transaction is not successful and if ya’ll still insist on that then let’s make this conference call and review all the details of the transaction just to prove to ya’ll that ta’ll are just a bunch of scammers!!!!

1win Casino Complaint Stats

Resolved 101 / 104

Avg. Amount $487

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

1win marked withdrawal successful but money was not received

On 24 June 2026 at 15:06, I requested three withdrawals of RUB 50,000 each from 1win to a bank card, for a total of RUB 150,000.

Two withdrawals, totalling RUB 100,000, were cancelled and returned to my 1win balance. The remaining RUB 50,000 withdrawal was marked as “Credited/Successful”, but the money never reached my bank account.

I repeatedly contacted 1win support and provided all requested evidence, including bank statements showing that the payment had not been received. Three support cases were opened:

SPP-690857
SPP-763706
SPP-918987

Approximately one week after the original withdrawal, 1win support requested the details of another bank card belonging to me. I provided the requested alternative card details, and support said they would forward them to the payment provider. However, the payment was not received on that card either.

1win later provided information about four alleged transfers which supposedly represented the missing RUB 50,000 payment:

RUB 11,000
RUB 13,000
RUB 13,000
RUB 13,000

I contacted my bank and asked them to trace these payments using the information provided by 1win. The bank checked my account for the period from 31 May 2026 to 30 June 2026 and officially confirmed that none of the four payments had been credited. The bank also provided an account statement showing all transactions for that period.

On 13 July 2026, I sent a formal written complaint to 1win’s official support email. I requested that 1win either pay the missing RUB 50,000 to my verified alternative card or return the money to my 1win balance. I also requested a valid RRN/ARN, the payment date and time, the recipient card mask and documentary confirmation that the payment had actually been credited. The issue was not resolved.

After this, 1win once again presented the withdrawal as completed and sent another screenshot claiming that the money had been credited. However, I still received no money.

Moreover, one of the payment screenshots provided by 1win showed a card that I had never specified for this withdrawal. It did not correspond to either the card used for the original withdrawal or the alternative card that I later provided to support.

When I asked 1win to explain the different payment screenshots and the reference to a card I had never provided, support did not give an explanation. Instead, support stated that one screenshot only showed the status on the payment provider’s side — that the withdrawal had been sent or was still being processed. Support also stated that crediting could take up to 24 hours.

However, the withdrawal was requested on 24 June 2026. As of 20 July 2026, 26 days have passed.

Most importantly, after the payment had supposedly been completed, a 1win manager checked case SPP-918987 and explicitly stated that 1win was still waiting for a response from the payment system and could not provide a resolution date. The manager then closed the chat.

Therefore, 1win’s statements contradict each other:

1. The withdrawal is displayed or described as successfully credited.
2. My bank officially confirms that the money was not received.
3. One alleged payment confirmation relates to a card I never specified.
4. 1win support admits that it is still waiting for the payment provider and cannot provide a deadline.

A screenshot showing a status on the payment provider’s side is not proof that the money was credited to my bank account.

I have fully cooperated with 1win, provided multiple bank statements, supplied another verified card when requested, contacted my bank, opened three support cases and submitted a formal written complaint. Despite this, I have received neither the RUB 50,000 nor reliable proof that it was paid to me.

I request that 1win immediately do one of the following:

1. Pay the missing RUB 50,000 to the verified alternative card that I provided; or
2. Return the full RUB 50,000 to my 1win balance.

I also request the exact date and time of the alleged payment, the recipient card mask, a valid RRN/ARN or another traceable banking reference, the final transaction status and an explanation of why payment information for a card I never provided was sent to me.

I can provide my bank’s written confirmation, account statement, payment screenshots and full correspondence with 1win privately to the AskGamblers complaints team.

85h left

руб.50,000

8 days over deposit still not credited

1win ID 23323408

Ticket number SPP-900741

Deposit still not available. 8 days over already.

I submitted the bank statement and payment receipt again.

Please give me my deposit soon.

How can I continue playing if the deposit is slow?

Please check again and credit it soon

65h left

Uncredited deposit since Saturday

Here's a professional complaint you can send.

Dear 1Win Casino Support,
I am writing to formally complain about a deposit that has not been credited to my 1Win account.
I made a payment on Saturday, but the funds have still not been reflected in my casino account. This delay has caused me inconvenience, and I am disappointed that the issue has not yet been resolved.
I kindly request that you investigate this matter as soon as possible and either credit the funds to my account or provide a full explanation for the delay. If you require proof of payment, I am ready to provide the transaction receipt and any other information needed.
Please treat this matter as urgent and respond as soon as possible.
Thank you for your prompt attention.

42h left

1win delayed my withdrawal

Dear AskGamblers Team,

I am submitting this complaint regarding an unresolved withdrawal from 1win.

Account ID: 366082460

Withdrawal Request ID: SPP-880365

Withdrawal Amount: 19,750 UAH

Withdrawal Date: 09 July 2026

I have previously completed many successful withdrawals using the same verified Visa card.

This withdrawal has remained in Processing status since 09 July 2026.

I have contacted customer support many times. They repeatedly informed me that my request is active and that they are waiting for a response from the payment system. They also confirmed that the standard processing time has already expired, but they cannot provide any estimated completion date or transaction reference.

Despite numerous contacts and assurances, my funds have still not been paid.

I respectfully request your assistance in resolving this dispute and helping me obtain my withdrawal.

Thank you.

41h left

₴19,750

Withdrawal pending for 12 days with no resolution

I am submitting this complaint regarding a withdrawal issue with 1win.

My withdrawal has been pending for around 12 days without any resolution. I first requested the withdrawal on June 29, 2026. On July 1, 2026, the withdrawal status was still pending, and from that date until today, I have been contacting 1win support almost every day.

Each time I contact support, I receive the same generic response asking me to wait. In some cases, I was told that my request would be transferred to a specialist, but after that, I received no meaningful update or solution. I was also told to create an appeal through the payment history section, but there is no appeal option available in my account.

At this point, I believe the delay is excessive and unacceptable. I have cooperated with support, waited patiently, and followed their instructions, but the issue remains unresolved, and I still have not received my money.

I am asking AskGamblers to help me resolve this matter with 1win. I want the withdrawal to be processed and the funds sent to me immediately

I can provide screenshots of the pending withdrawal status and my conversations with support as evidence.

Resolved

GEL1,018

Withdrawal successful but funds not credited to bank account

I am writing to report a problem with a withdrawal from my 1win account that has not been resolved despite repeated attempts.

On 03 July at 03:18 p.m., I requested a withdrawal of 4,000 INR via IMPS to my State Bank of India account. In the 1win system, this transaction is shown as “Successful,” but the money has still not been credited to my bank account even after 6 days have passed, which has put me in a difficult financial situation.

My 1win account ID is 338759702, and I have used this same State Bank of India account successfully for withdrawals from 1win before, so this problem is unusual. As soon as I noticed that the money had not arrived in my bank, I contacted 1win customer support and sent them the bank statements they requested. However, they only told me to wait and said that an appeal had been made, without providing any clear explanation, time frame, or concrete solution. At the moment, the situation remains the same: the status of the withdrawal shows “Successful” in 1win, but no funds have been received in my State Bank of India account.

I request that this withdrawal of 4,000 INR be urgently investigated and that the payment be credited to my State Bank of India account without further delay. I also expect a clear explanation of what went wrong and a specific time frame for resolution, instead of being repeatedly told only to wait.

I had contacted the customer support staff everyday atleast 2-3 times but they just kept telling me it's under process and nothing else, already 6 days have passed now and there has not been any update from 1win customer support or any of there team.iam really disappointed with the customer support service of 1win regarding this withdrawal not credited into account issue and also regarding the no update being provided from there side too.

38h left

₹4,000

Deposit not received over 7 days

My id is 60313829 i made a deposit of 5800 on june 30 at 10:58pm then after 24 hours complete they provide me a complaint no which is SPP-763318 and they still show in pending and they always tell me to wait regularly I request to complete my complaint but they only make me fool i want my money either in gaming account or in my bank account i also attached the screenshot of successful payment of 5800 i also provide utr number but they didn’t complete my issue.

Plzz solve my problem

14h left

₹5,800

My Gaming Account Banned Without Any Issue

Dear Askgamblers,

Back in 2025, a tournament was underway at 1win, and I won a Lamborghini. The rule was that the participant who brought in the highest deposit amount would win the car.

However, the car that was promised was never delivered. When I started questioning the manager, he kept telling me to wait—saying I would get it eventually—but since I still hadn't received it, he shut down my gaming account a few days ago—the very account I used to withdraw earnings from my affiliate partnership.

I request to you,

I have $150 in my gaming account that I need to withdraw, so please have my account unblocked.

Email - <removed>

Resolved

Deposit of 4000 rs not credited

On 30june2026 at 09:33 p.m am, I deposited 4k. Transaction was successful. But money did not get credited to my gaming account. So after 20 minutes I raised the complaint and shared the screenshot. But today is 4th July and they are telling me that they are still waiting for update. It has been 5 days and still they are not able to solve this problem. Even though I sent them payment screenshot but they are doing nothing and telling me to wait and wait. Even I contacted my manager but he is saying the same thing sir wait for update.

Below is the attached screenshot of payment. Please solve this as soon as possible.

Resolved

₹4,000

I deposited funds to my 1win account

I made a deposit of 5000. Till now I haven't yet received my deposit funds over 3 months now. I have been complaining still nothing has been done about it. I have reached out to my bank, please help me out. I have tried my possible best but I don't know what is wrong with them.

This is my 1 win < sent to the casino >

14h left

₹5,000