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 95 / 97

Avg. Amount $482

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

1win Casino Complaints

See all complaints for this casino

Deposit not credited by 1win

I deposited an amount of R200 on the 27th of May 2026 using the 1 voucher method on my 1win casino account, but it was never credited.

It's been 25 days, and there is still nothing.

I have escalated with their support team, but I still get the same answer that it has been escalated. I sent them the required screenshots and was told it would take 72 hours to resolve, yet I'm still waiting.

67h left

₹200

Payment delayed for over 45 days

Subject: Formal Complaint Regarding Refunded Funds Not Credited – ID 354142059

To Whom It May Concern,

I am submitting this formal complaint regarding funds that were refunded but have not been credited back to my account.

Case Details:

- Account ID: 354142059

- Support Ticket: SPP-220343

- Amount: 50,000 ARS

- Transaction Date: May 6, 2026

On May 6, 2026, I requested a withdrawal of 50,000 ARS via bank transfer. The funds were sent through a payment provider/cashier. However, Binance rejected the deposit because the transfer originated from a third-party account, which did not match the name registered on my Binance account.

Binance has officially confirmed that:

1. The deposit failed due to a name mismatch.

2. The funds were refunded on May 6, 2026.

3. The refund was successfully received by the original sender/payment provider.

4. Supporting documentation, transaction records, and Coelsa ID records confirm the successful refund.

Despite this confirmation, more than 45 days have passed and the refunded amount of 50,000 ARS has not been credited back to my gaming account, nor has it been returned to me by the payment provider.

During this period, I have contacted customer support multiple times and have only been informed that the case is under review or has been escalated. No specific resolution, timeline, or explanation regarding the current location of the funds has been provided.

Therefore, I respectfully request:

1. An immediate investigation into the whereabouts of the refunded 50,000 ARS.

2. Identification of the payment provider/cashier who received the refund.

3. Immediate crediting of the funds to my account or return of the funds through the appropriate payment method.

4. A written response detailing the outcome of the investigation and the expected resolution timeframe.

I have attached all supporting documentation provided by Binance, including refund confirmations, transaction history, Coelsa ID records, and evidence showing that the refund was successfully received by the payment provider.

I look forward to your prompt response and a definitive resolution of this matter.

Sincerely,

< full name removed >

Account ID: 354142059

Support Ticket: SPP-220343

67h left

$50,000

Uncredited deposit for 14 days Account ID 360294882

Hello AskGamblers Team,

I am submitting this complaint against 1win Casino regarding a deposit that has not been credited to my account for 14 days.

On June 3rd, 2026, I made a deposit, and the funds were successfully debited from my bank account. However, the balance was never added to my casino profile. I have contacted 1win live support multiple times over the last two weeks, and they keep giving me the same automated response, stating that my account is "under verification" and that I must wait, without offering any concrete solutions or timeframe.

My account ID is 360294882. The specific refund/transaction order numbers provided are SSP-445899 and SSP-445880.

I am attaching the official payment receipts and bank statements as proof that the money was successfully transferred from my end. I request 1win to either credit the funds immediately or process a manual refund to my bank account.

Thank you for your assistance

35h left

$954,000

Deposit not credited since 7 days

Its been 7 days since my depsoit has been on a pending stage. My deposit id is SPP- 464235 i made the deposit on 4/06/2026 today its 11/06/2026. No resolution has been given. I have tried contacting the support multiple times but the only answer they have is
1) Thank you for your patience
2) Your transaction is under progress.
If the transaction is under progress how long will it stay under progress there is no time frame for that. They asked for proofs i have sent them multiple time yet no help has been provided to me

Resolved

₹4,100

Deposit marked as Canceled by casino

Dear AskGamblers Team,
I am filing this official complaint against 1win regarding a deposit issue that has been unresolved for over 5 days.
On 2nd June 2026, I made a deposit of INR 3,000 via UPI into my 1win account (Game ID: 7216715). The amount was successfully debited from my ICICI Bank account and transferred to the merchant's UPI ID: vignesh147@tmb.
However, instead of crediting the funds to my gaming wallet, the 1win system automatically marked the deposit status as "Canceled". I immediately opened an appeal and a support ticket was generated with Ticket ID: SPP-431378.
For the last several days, I have been continuously contacting their live chat support. They keep using automated scripts, acknowledging that the standard 72-hour timeline has exceeded, and giving false assurances that the request is "currently in progress" or "forwarded to the manager."
Despite providing all official bank proofs, the UPI transaction receipt with a valid UTR number, and screenshots of the canceled transaction, 1win has refused to credit my funds and is illegally withholding my money.
I request the AskGamblers team to kindly intervene in this matter and help me get my legitimate deposit credited or refunded.

Thank you,
Suryakant Shukla

Resolved

₹3,000

4 days pending withdrawal

Hello,
I am writing to launch a formal public complaint against 1win regarding a fraudulent delay in my funds. On 1st June 2026, I initiated a legitimate withdrawal request of PKR 10,700 from my 1win account.
Ever since I placed the request, the withdrawal status has been stuck on "Pending" continuously. According to 1win's standard terms, local payment system delays should not exceed 24-48 hours. It has now been over 3 days, and my funds have not been credited to my local account.
Furthermore, when I try to reach out via the in-app live chat support, the chat screen keeps loading indefinitely or automatically closes, completely blocking me from contacting a human support agent. I have also officially emailed my dispute and full transaction receipts to their security department (Ticket/Reference:SPP- 441736. ID : 365667952 but I have received zero response.
I have 100% genuine and verified digital proof of this transaction, including the 10-digit tracking numbers and specific gateway details. 1win has no legal right to freeze my hard-earned money.
I request the 1win team on this platform to immediately audit my account, unblock my support communication channel, and clear my pending withdrawal.

Resolved

₨10,700

No update on 2 deposited amounts

I am writing to report an ongoing issue with uncredited deposits on my 1win account (ID: 72688042) and to request an urgent resolution. On 29 May 2026 at 12:01 pm, I made a deposit of 3,500 Rs via UPI, but this amount has still not been credited to my 1win account even though it was successfully debited from my bank account.

After this, on 1 June 2026 at 7:35 pm, I made another UPI deposit of 6,500 Rs, which was also debited from my account. I raised an appeal for this second transaction, but my appeal was rejected with the explanation that “payment verification failed”. Despite this, I have in fact made the payment, and the funds have left my account. I have already shared the payment screenshot and UTR ID as proof, yet the problem remains unresolved, and no clear explanation has been provided.

I have contacted 1win customer support about both of these uncredited UPI deposits, but I have not been given any effective solution so far. My money is stuck between my bank and your system, and I am unable to use these funds on the platform.

I kindly request that both deposits, 3,500 Rs and 6,500 Rs, be credited to my 1win account (ID: 72688042) immediately. I also expect a clear clarification of why the payment verification failed despite successful debits on my side, so that this issue does not occur again in the future. Also, your support team isn’t helping me despite providing correct details; they are always giving foolish responses and closing the chat

Resolved

₹10,000

Withdrawal pending

I am submitting this complaint regarding unresolved withdrawal issues with 1win.

I initiated withdrawal requests on 02 May 2026, and despite a significant amount of time having passed, I have still not received the funds in my bank account.

The related withdrawal requests include:
SPP-133230 --> 50000
SPP-133464 --> 49999

The withdrawals are marked as "successful" or "completed" on the platform and Telegram bot; however, no funds have been credited to my bank account.

I have fully cooperated with the verification process and have already provided all requested documents, including my latest bank statement, to confirm that the funds were not received.

My primary concern is that 1win has not provided any transaction evidence or payment details to support their claim that the withdrawals were successfully processed. I have repeatedly requested the following information:

Transaction date
Recipient/beneficiary name
Transaction reference number or UTR/IMPS reference

Any payment confirmation details
Without these details, I am unable to verify the transaction with my bank or investigate the issue from my side.

Despite multiple follow-ups, I continue receiving generic responses without a clear explanation or documentary proof of payment. If the withdrawal was genuinely processed from the operator's side, these transaction details should be available and shared for verification.

I respectfully request assistance in mediating this matter and ask 1win to either:

Provide valid transaction proof and payment reference details for verification with my bank, or
Resolve the issue by ensuring the pending funds are properly credited.

I am prepared to provide screenshots, bank statements, email correspondence, and all relevant evidence supporting this complaint.

Thank you for your assistance.

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Delaying multiple withdrawals and deposits from past 24 days

I have multiple complaints registered regarding my deposits and withdrawals to talking 170k inr now they keep on me in a loop saying we are working here are tickets created SPP-177476, SPP-165372,SPP-399408,SPP-386052, SPP-399419,SPP-349615. And few agent names are Laxmi, arya, Sumati and few more who are just saying the same reasons it will be resolved Soon and they never give a timeline for any of the complaints how long will an upi transfer takes to verify

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Deposit not received and playing with me

Hello, AskGamblers,

I deposited 25,000 rupees into my 1win gaming site, and it has been nearly 4 days, and still, my deposit has not been received. They are playing with me, and they are just time-passing with me without giving me my deposit money.

So, kindly look into this and solve my issue

My gaming ID: 57072528

Receiver's payment details

UPI ID: gpay-12202778472@okbizaxis

Upi reference no: 613925562639

Amount: 25,000 rupees

Date: 19 May 2026

Time: 11:49 PM

Resolved