Complaint #252 1win Casino

Withdrawal blocked after removal of cryptocurrency method

By Qokko

2 months ago

Hello,

I registered at 1win in 2024 and have used my account exclusively for cryptocurrency transactions. All deposits and withdrawals were made in crypto without any issues.

In March 2026, the cryptocurrency withdrawal option completely disappeared from my account.

Support informed me that due to my account currency (BYN), withdrawals are now only available via bank cards.

I attempted several withdrawals to different bank cards, but all transactions were cancelled on the 1win side. My bank confirmed that no transactions were declined from their side. Support provides no clear explanation and only suggests trying again

I have already successfully passed account verification (KYC), so there are no restrictions related to identity or compliance.

At this point:

- Crypto withdrawal is no longer available

- Bank withdrawal is not working

- No solution is provided

I did not violate any rules.

I am ready to confirm ownership of both my cryptocurrency wallet and my bank card if required.

I request:

1.Immediate processing of my withdrawal ($390), OR

2.Restoration of cryptocurrency withdrawal method, OR

3. A functional withdrawal alternative

Disputed Casino 1win Casino

Reason Declined payment

Amount $390

Discussion

AskGamblers

• Support Team

2 weeks ago

Dear 1win Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Qokko

3 weeks ago

n your latest response, you stated that the available withdrawal methods are determined individually and that you do not have direct access to payment methods.
I request clarification of this statement in substance, without generic or vague explanations.
If withdrawal methods are determined individually, this implies that there is a specific decision-making mechanism in place, there is a responsible party controlling this mechanism, and there is a defined list of available and unavailable methods for each user.
Accordingly, please specify who exactly makes the decision regarding available withdrawal methods in my case — the specific department or the payment provider.
Second, on what basis was my previously available withdrawal method in cryptocurrency disabled, despite the fact that it was functioning without any issues?
Third, why does the only available withdrawal method (bank card) consistently fail, while no alternative methods are provided?
Your statement that you do not have direct access to payment methods contradicts the following facts: you accept deposits through the same payment systems, you previously provided a working cryptocurrency withdrawal method, and you continue to control which payment methods are displayed and available to users.
Therefore, either you do control the payment infrastructure and bear responsibility for its operation, or you operate through a third-party payment provider, which you are obligated to identify and provide contact details for in order to resolve this dispute.
As it currently stands, the explanation “individual determination + no access” constitutes an evasion of the issue and does not explain why withdrawals cannot be processed.
Repeated instructions to use a non-functional withdrawal method (bank card) do not resolve the issue and cannot be considered a valid response.
Therefore, either you do control the payment infrastructure and bear responsibility for its operation, or you operate through a third-party payment provider, which you are obligated to identify and provide contact details for in order to resolve this dispute.
As it currently stands, the explanation “individual determination + no access” constitutes an evasion of the issue and does not explain why withdrawals cannot be processed.
Repeated instructions to use a non-functional withdrawal method (bank card) do not resolve the issue and cannot be considered a valid response.
Additionally, I have attempted four withdrawals just now, all of which were rejected within 15 minutes.

1win Casino

• Representative

3 weeks ago

Hello!
We checked the information again with our specialists, and our recommendation remains the same at this stage — please try submitting a new withdrawal request once more.
Available withdrawal methods are determined individually and may vary depending on factors such as your location, connection settings, and other technical conditions. Because of this, we do not have direct visibility into the specific payment options displayed in your account.
At the moment, there is no indication that your funds have been restricted. The withdrawal can only be completed through one of the payment methods available in your account, so we recommend trying again and checking whether the list of available options has changed.

AskGamblers

• Support Team

3 weeks ago

Dear 1win Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

1win Casino Complaint Stats

Resolved 95 / 97

Avg. Amount $482

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

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To Whom It May Concern,

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- Support Ticket: SPP-220343

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