Complaint #277 1win Casino

Missing funds after account reopened

By Yusif F.

5 months ago

Hello,

I am submitting this complaint regarding a serious issue with my account balance.

My account ID is: 55129407.

Before my account was blocked, my balance was approximately 10,300 AZN. After my account was reopened, only about 1,054 AZN remained. This means around 9,250 AZN is missing from my account.

My winnings included:
- $850 from a Texas Hold’em poker tournament (2nd place)
- Around $5000 from casino games (Lucky Joker Extra Gifts 10)

I have completed full identity verification (KYC), and my account was verified.

I did not use any VPN, multiple accounts, or unfair methods. All gameplay was fair.

I also attempted withdrawals, but they were canceled multiple times.

I have screenshots proving my previous balance, winnings, and canceled withdrawals.

I contacted support multiple times but did not receive a clear explanation.

I kindly request a full investigation of my case and restoration of my missing funds.

Thank you.

Disputed Casino 1win Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

5 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that 1win Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

1win Casino

• Representative

5 months ago

Hello!
We’ve carefully reviewed your account and identified a temporary technical issue in the game that caused short-term restrictions. At the moment, everything has been fully restored — your account is operating normally and all features are available without limitations. Your balance has been adjusted correctly in line with the platform rules.
As for the tournament, we are still clarifying the details and need a little more time to investigate this matter.

Yusif

• Azerbaijan

5 months ago

Hello,

I would like to provide additional evidence.

In this poker tournament, I finished in 2nd place, where the expected prize is $850, but I only received $685.

This shows there are discrepancies in the calculation of my winnings.

Please include this in the investigation.

Thank you

1win Casino

• Representative

5 months ago

Hello!
It will take us some time to figure out your situation. As soon as new information becomes available, we will definitely contact you. Thank you for waiting.

Sincerely, the 1win team.

1win Casino Complaint Stats

Resolved 138 / 142

Avg. Amount $518

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, 79 out of 83 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

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.

73h left

$4,300

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.

77h 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.

Resolved

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

92h 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.

Rejected

R500