Complaint #63 1win Casino

Deposit not credited into the account

By Lololololol

1 year ago

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 135 / 139

Avg. Amount $519

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

1win Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 76 out of 80 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

1win Casino Complaints

See all complaints for this casino

Repeated withdrawal cancellations and delays

I am submitting a complaint regarding repeated withdrawal failures on my 1win.com account.

I have approximately $20,000 in total between my gaming balance and withdrawal requests. I have made multiple attempts to withdraw my funds through Interac e-Transfer, but several withdrawals have been cancelled or rejected and returned to my gaming balance.

I have contacted customer support numerous times. I have repeatedly been told to wait 24 hours, that my requests have been escalated to specialists, and that the issue is being reviewed. Most recently, support advised me to wait for an email from the security team, but my withdrawals continue to be cancelled.

I am requesting that 1win provide a clear written explanation for these cancellations, identify any verification requirements that remain outstanding, and process the legitimate withdrawal of my remaining balance.

I can provide screenshots of my account balance, withdrawal statuses, and customer support conversations as evidence.

91h left

$20,000

Uncredited deposit and recurring multi day payment holds

I am filing this complaint against 1win Casino regarding an uncredited deposit under support ticket SPP-1918084 and a systematic pattern of unannounced multi-day payment holds on my account.

On September 24, 2026, I initiated a deposit transaction. The funds were successfully debited from my personal bank account, but the payment failed to credit to my 1win player balance. I immediately opened an appeal and submitted complete verification documents, including official bank transfer statements proving that the money successfully left my account.

Despite providing all required proof, my deposit remains missing after more than 48 hours. When contacting support and my assigned personal manager, I receive only generic, automated responses stating that the standard processing timeframe is up to 72 hours or that specialists are working on it, without providing any concrete updates or timeline.

This is not an isolated incident. Every time I make a deposit on this platform, the funds are repeatedly delayed and held for 3 to 6 days before being credited. During previous occurrences (e.g., ticket SPP-1738081), the funds were eventually released without any request for additional verification or explanation of a genuine error, indicating an unnecessary delay mechanism rather than a standard verification process.

Holding user funds for days after a confirmed bank transfer without clear justification or resolution is unacceptable. I am requesting that AskGamblers intervene to assist in:

Immediate manual processing and crediting of my pending deposit under ticket SPP-1918084.

A formal explanation regarding why my account experiences recurring 3 to 6 day deposit holds on valid transactions.

Resolved

Deposit not credited since last week

ID 367295462

On two separate occasions, I made deposits, and the amounts were successfully deducted from my payment method. However, both transactions were subsequently shown as “Cancelled” in my 1win account, and the funds were not credited back to my account.

I contacted 1win Support and submitted appeals regarding both transactions. The appeal/ticket numbers are:

* SPP-1842627

* SPP-1823473

I have already provided the necessary information and evidence to 1win, including proof that the amounts were deducted. However, approximately 72 hours have passed without receiving a proper resolution or response regarding either transaction.

I am therefore requesting assistance in resolving this matter and recovering the two amounts that were deducted from me.

I can provide screenshots and transaction/payment confirmations showing the deductions, as well as screenshots of the cancelled transactions and my communication with 1win Support.

I would appreciate it if AskGamblers could review my complaint and assist me in obtaining a clear resolution from 1win.

Thank you for your assistance.

Resolved

ج.م.‏700

1Win Withdrawal Pending for 10 Days

Title: 1Win Withdrawal Pending for 10 Days – Still No Payment

I am a VIP member of 1Win, and my withdrawal has now been pending for 10 days.

My User ID is 68833401.

Despite my VIP status, I have contacted 1Win customer support many times, but I keep receiving the same response telling me to wait. I have not been given a clear explanation for the delay or a specific date when my withdrawal will be processed.

After 10 days, I still have not received my money.

I am asking 1Win to process my pending withdrawal and release my funds as soon as possible.

If the payment is completed, I will update this complaint and confirm publicly that the issue has been resolved.

37h left

TL35,000

Withdrawal shows successful but not received

I withdraw ₹5000 from 1win but not received any funds with in 1win transaction history shows successful. It’s more than 4 days they are not responding and give money. Everytime they say wait and afterwards another one come and said same thing. I already give them everything as said and I created appeal. It’s give me ticket for my issue and then after 1hours ticket showing it’s successful and resolved but in reality nothing has happened. I didn’t getting any thing. I give them bank statement screenshot they ask for PDF and then asked for screenshot very frustrating

GAME ID :-

ID 71165560

37h left

₹5,000

Missing Instant EFT Withdrawal Unresolved for Over 7 Days

On 15 September 2026, I initiated an Instant EFT withdrawal of R500 to my Capitec Bank account from my 1win profile

On 1synchronous status displays "Successful", but the funds have never reflected in my bank balance.

I verified this with Capitec Bank's clearing department; after searching their incoming system using the reference number provided, Capitec confirmed that no incoming transaction instruction exists on their backend.

I have submitted multiple internal support tickets with 1win, but they have remained stuck in 'In Progress' for over 72 hours without any meaningful update or finance trace.

Attached are my official Capitec bank statement covering 15 September 2026 to present proving non-receipt, alongside screenshots of the 1win cashier screen and my open support tickets.

63h left

R500

Unpaid withdrawal only paid 20 AZN out of 86 AZN total

Dear AskGamblers Team,

First of all, I would like to express my sincere appreciation to AskGamblers for being a beacon of fairness, transparency, and player protection in the online gambling industry. I am reaching out to you today, trusting your objective approach and professionalism in resolving player disputes.

I am requesting your assistance regarding an unresolved withdrawal issue with 1win Casino:

1. Date of Request: On September 16, 2026, I submitted a total withdrawal request for 86 AZN.

2. Partial Payment & Status Mismatch: Out of the 86 AZN, I received only 20 AZN. The remaining 66 AZN has not been paid. However, the transaction status in my casino account cabinet incorrectly displays as "Successful".

3. Customer Support Contacts: I have contacted 1win live support a total of 12 times regarding this issue.

4. Unfulfilled Promises: On 4 separate occasions, support representatives created internal inquiry tickets and assured me the issue would be resolved within 24 hours. Despite these explicit promises, no progress has been made to date.

I have all the necessary evidence available, including bank account statements and complete screenshots of the live chat conversations.

I kindly ask the AskGamblers team to accept this case for review, initiate an official dispute with the operator, and help me recover the remaining balance of 66 AZN.

Thank you very much for your time, attention, and support.

Best regards,

Elcin1964

ID: 350796700

Resolved

ман.66

Two withdrawals totaling CLP 6000000 still under review

I am submitting this complaint regarding two pending withdrawals from my 1win account totaling CLP $6,000,000.

Both withdrawals were requested on September 18, 2026 at 17:44:

Withdrawal 1: CLP $1,500,000
Withdrawal 2: CLP $4,500,000
Total: CLP $6,000,000

Both transactions have remained in the same status: “Under review – Transferring payment for processing.” More than 48 hours have now passed without the withdrawals progressing to the next stage or the funds being paid.

I contacted 1win support requesting a clear explanation regarding the delay. However, instead of addressing my pending withdrawals, I received a generic response stating: “Your game account is working normally.”

This does not answer my complaint. My account functioning normally is not the issue. The issue is that CLP $6,000,000 in withdrawal requests remain under review without a clear explanation or payment date.

I am fully willing to cooperate with any legitimate verification procedure required by 1win. If additional verification or documentation is required, I ask 1win to clearly inform me what is needed and provide me with a secure method to submit it.

I respectfully request AskGamblers' assistance in obtaining:

Processing and payment of my two pending withdrawals totaling CLP $6,000,000.
A clear explanation from 1win regarding why both withdrawals have remained under review.
Confirmation of whether any verification or documentation is required from me.
A concrete update regarding when my withdrawals will be processed.

I am attaching screenshots showing both withdrawals, their amounts, creation date and time, and their current “Under review” status. I am also attaching the response received from 1win support.

Thank you for your assistance in resolving this matter.

Rejected

$6,000,000

Payment not received and bank transfer security code never arrived

I am filing a complaint regarding a delayed/failed withdrawal from 1win.

1win processed my withdrawal by bank transfer, but the transfer was never successfully received in my bank account. The security code required by the bank to accept/complete the transfer was never sent to me. Because I never received this code, I was unable to accept the transfer.

The funds have therefore never reached my bank account, even though the withdrawal was processed by 1win. I have contacted 1win regarding this issue, but the problem has not been resolved and I still have not received my money.

I am requesting that 1win investigate what happened to the transfer and either resend the payment correctly or return the funds to my 1win account so that I can withdraw them through an available method.

I can provide screenshots and other evidence showing the withdrawal status, my communications with 1win, and the issue with the missing security code.

Resolved

$300

Unprocessed withdrawals 20000 GEL

I requested two separate withdrawals of 10,000 GEL each (Totaling 20,000 GEL) from my 1win account (ID: 376237909). More than 4 days have passed, and both transactions remain stuck in "Processing" status.

When I contacted live support, they claimed the issue was on the bank's side. However, when I emailed their security team demanding valid ARN/RRN codes or official transaction receipts, they sent a generic automated template saying "Your account is working normally" and ignored my financial requests.

No transaction proof (ARN/RRN) has been provided to prove the money ever left 1win. I request 1win to immediately process both 10,000 GEL withdrawals or provide verifiable ARN transaction reference codes for my bank.

Resolved

GEL20,000