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 140 / 144

Avg. Amount $511

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, 80 out of 84 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

1win Casino 20kUSD Withdrawal Delayed for Over 2 Weeks Despite Completed KYC

I am submitting this complaint regarding an unreasonable withdrawal delay at 1win Casino.

It has now been over two weeks since I submitted the requested KYC documents, yet my withdrawal remains unprocessed.

I have contacted customer support multiple times, but the issue remains unresolved. I have not received a clear explanation for the delay or a specific timeframe for when my funds will be released.

I understand that verification procedures can take time, but keeping a withdrawal pending for over two weeks without a clear resolution is unreasonable.

I am requesting AskGamblers' assistance in getting 1win to process my withdrawal and release my funds as soon as possible.

63h left

$20,000

Still not processing $25

User ID: 357262011
> Withdrawal ID: SPP-2180743
> Amount: $25 via Bank Transfer
> Date: 13/10/2026 22:07
>
> My withdrawal has been stuck for over 7 days in status "In process - Verifying payment data". It was created on 13/10/2026 and stopped at 22:09 in "En proceso". I have completed full KYC verification, my bank name matches my 1win account name, and I have provided all documents. Support only says "wait" without any solution.
> I request immediate release of my funds.
> Attached screenshot as proof.

Resolved

$25

Withdrawal problem

Hello Team,

I am filing this official complaint against 1win Casino.

My registered Player ID is [376772694], and my registered email is <removed>

I have a balance of 150,544 PKR in my account, which I won playing Aviator.

For the last 5 days, I have been unable to withdraw my funds. The system displays an error stating, "Withdrawals in PKR are temporarily unavailable." However, the main issue is that EVERY SINGLE withdrawal method, including all Cryptocurrency options (USDT, BTC, LTC), has been completely hidden or restricted for my account.

I have tried contacting Live Chat support multiple times, but I only receive automated copy-paste responses. I have also sent emails but received absolutely no response.

It seems my account is being intentionally restricted from processing any payouts. I request that the resolution team intervene and ask 1win to immediately restore my withdrawal options (especially Crypto/USDT) so I can successfully cash out my funds.

I have attached a screenshot of the error as evidence.

Thank you.

63h left

₨161,545

Account close after completed verification successfully

I'm a VIP player at 1Win Casino. I deposited around 3,000-4,000 USDT when I created my account. One day, I attempted to withdraw, but was required to complete a verification process. I then verified my identity using my national ID, a live video feed, and a selfie, and the verification was successful. However, one day, my account was blocked for no reason. I emailed the casino and received a reply stating that my account had been permanently blocked. I'm an honest player; I haven't engaged in any illegal activity or used any bonuses. 1Win Casino blocked my account for no reason and hasn't released my deposited funds or winnings yet. Please help.

Resolved

Verified Account Withdrawal Restricted ID 356754889

Dear AskGamblers Complaints Team,

I am filing a formal dispute against 1win regarding an ongoing withdrawal restriction on my fully verified account. My profile identity verification is entirely completed and green; the internal system explicitly states: "Identity verification Status: The data is verified. Thank you for confirming your identity. You can now make withdrawals safely."

On Monday, October 5, 2026, I placed standard, manual outside bets on Red/Black across Roulette games, starting with a ₹20,000 deposit. Following a completely legitimate winning streak, my final account balance reached ₹2,04,612.75 INR.

When I attempted to withdraw, the transactions were immediately placed "Under review."

• October 5: I received an automated security email stating my profile was under an inspection period.
• October 7: Live support chat agents told me that additional withdrawal checks take up to 3 working days and escalated my case file.
• October 11 (Today): The 3-working-day deadline has passed. When I followed up with live support today, the agent stated they could not process the single transaction and instructed me to split my withdrawals into three smaller requests of ₹3,333 each due to gateway processing limitations.

I have fully complied with their support team's instructions and submitted the three smaller split requests today. However, my payouts remain stuck and unresolved. My identity is already fully verified inside the app, and my gameplay was completely manual and fair.

I have attached unedited screenshots as complete evidence:

My approved green Identity Verification tab showing my account number (ID: 356754889).
My updated balance screen showing my total funds.
The live chat log where support instructed me to split the withdrawals into smaller amounts.

I request the AskGamblers team to formally contact 1win management, check my account logs, and help release my legitimate balance.

Thank you for your assistance.

Resolved

₹10,000

Deposit not Receive

My 1Win Account ID is 377686020. I deposited ₹1,500 on 19 September 2026 at 7:48 PM, but the amount has still not been credited to my account.
Every time I contact support, I am told to wait 72 hours. After 72 hours, I contact support again and I am again told to wait another 72 hours. After making me wait, your team again asks for my bank statement and payment proof. I have already submitted my bank statement and payment proof at least 10 times.
UPI Transaction ID: T2609191948330298089946
UTR: 515972486589
Amount: ₹1,500
Please stop asking me to wait another 72 hours and stop requesting the same documents repeatedly. Please investigate and credit my ₹1,500 immediately or provide a proper final resolution.

Rejected

₹1,500

Withdrawal pending since 3 days

Dear AskGamblers Team,

I would like to report an issue regarding my withdrawal.

I requested a withdrawal of ₹55,000, but it has now been more than 3 days, and the withdrawal is still pending and has not been processed.

My ID: 70551324
Withdrawal Amount: ₹55,000
Status: Pending for more than 3 days

I kindly request you to look into this matter and help me get a clear update on why my withdrawal is being delayed and when I can expect the funds to be released.

Thank you for your assistance.

Resolved

₹55,000

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.

35h 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