HomeComplaints1win Casino - Player’s winnings and withdrawals delayed repeatedly.

1win Casino - Player’s winnings and withdrawals delayed repeatedly.

Amount: $1,258,800 CLP

1win Casino
Safety Index:Above average
Submitted: 26 Jun 2024
Case opened Current status

Waiting for player to reply

6d 17h 14m 24s

Case summary

6 hours ago

The player from Chile encountered multiple issues with withdrawal requests from the casino, starting around May 18. Despite winning substantial amounts and submitting the necessary evidence, the player faced repeated errors, delayed payments, and insufficient support from customer service. They have been waiting for resolutions and outstanding payments since May 18.

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4 months ago
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The first problem I encountered was around May 18. After playing Mega Wild Fruits, I won and requested a withdrawal of $54,000. I played a bit more with what I left in the account and won again. I intended to withdraw approximately $50,000, but the platform displayed an error message. I decided to go to sleep, leaving about $70,000 in my balance for withdrawal the next day. I left my phone charging with the internet on, and around 6 AM, I woke up to my phone vibrating and screen lighting up for no apparent reason. When I checked, I noticed the game I had won on was still running (although I had closed the app before going to sleep). When I looked at my balance, it had decreased to about $30,000. I tried to withdraw this amount, but the platform continued to show errors. Eventually, I was able to withdraw $25,000, which successfully reached my account in a few minutes. However, the initial withdrawal request of $54,000 was canceled, and the money was not in my account. I tried to contact customer service immediately (their 24/7 support) but was unable to due to what seemed like app issues. When I finally reached them and explained the situation, they claimed I had played and lost. Despite my efforts, they never admitted fault. I continued playing over the following days and on June 9, I won multiple amounts, requesting two withdrawals of $134,000 each. One processed almost immediately, but the other was pending. I contacted support and they told me it would be in my account within 48 hours. I waited, but days passed with no updates. Eventually, the withdrawal appeared as completed, but the money was not in my account. I contacted support again, and they acknowledged the winnings but still instructed me to wait.

I won again and made sure to take a screenshot because the platform froze, and I had to log in again. Upon logging in, my balance was missing $852,800. I contacted support and they said the balance should eventually update, confirming my bet and winnings in their system. However, this did not happen. I explained it wasn't the first time this had occurred and previous balances were still unresolved. Support told me that they intentionally delay payments to avoid paying players (I have a screenshot of this conversation). I contacted someone supposed to be a manager, who denied everything and assured me the situation would be resolved. We even spoke over the phone, and I tried to trust he would help. However, the same issue happened again. I won $72,900 that week (June 9), and the same problem occurred. Today is June 26, and I still have no resolution. They keep claiming I didn't play or win, despite my deposits to play being evident. No one I've spoken to understands how the games work; they always ask for the bet history of the games in question (Mega Wild Fruits and Rich Piggy), but this isn't available to players. Since May 18, I've been waiting for a call from the supposed manager, who was supposed to provide vouchers, but nothing has happened. Most recently, I was assured at around 10 PM that someone would contact me within two hours, but no one did. It feels like they are mocking me. I submitted everything they asked for as evidence, although I never expected these issues beforehand. I now take precautions by recording my screen, and while the errors have recurred, this time there were no winnings. Despite sending the recordings, they claim there are no error reports. I have spoken to at least 10 other people with similar experiences and no solutions. I am exhausted and just want my money. It feels so unfair that I face these issues while others win millions without problems. I hope you can help me in some way.

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4 months ago

Hello razieldealumbre,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Are you using any kind of bonuses? Is it possible to forward your betting history and some kind of evidence of those not credited winnings? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

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4 months ago
Translation

Hello, I don't know how they verify the account but at least I can say that my identity has been verified since I created the account more than a month ago, I don't remember the exact date but I do remember that on May 18 they called me and they knew all my data, I have not had any type of bonus, even though they told me that they would contact me to give me some and more than a month has passed since then, the casino itself also asked me to send my game history but The problem is that at least the two games in which I have had this problem do not have a game history, or at least they do not have it visible to the players, in fact I would dare to say that perhaps if they have it they can alter it because of Otherwise I don't understand how one day bets and profits appear in favor of the players and then they don't.

If I have some screenshots, in reality, what I was able to take, then I did not react instantly to this situation because I did not believe it would happen, which is why although I took photos, I did not record it on video and they have only rejected every piece of evidence that I have sent them, they have even denied That the support I speak with is theirs, since that support was given one day when they had a massive failure, I have been constantly communicating with casino staff, practically every day since this failure occurred and I only receive negative ones, the last one You see it was today and again I only received refusals and even a somewhat hostile communication from customer service, I can send everything they ask of me to show my defense in this very uncomfortable situation

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4 months ago
Translation

Once again the platform has errors, this time I managed to record, of course it is not like the previous time when I took a large sum of money but at least it serves as evidence, I have contacted support and still nothing, the situation is really unpleasant

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4 months ago
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The days go by and go by and I have no response, I have no real solution from the casino, they continue to refuse me not to play and not win that despite the evidence, I have also continued playing with the intention of getting a video where show that the money disappears out of nowhere but even though I sent it they simply ignored it (clearly this video is obtained after the first error only as an example and proof that the problem is real) I need a solution because the casino tells me to just keep betting, maybe I'll win again, it's not a solution because they keep my money, I know other same or similar cases and the vast majority have not had a solution, this shows that when they told me that they did this to not pay is real (told by casino Telegram support)

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4 months ago

Hello razieldealumbre,

I'm not entirely sure how the casino works on a mobile phone but isn't there a full betting history within your casino account which you have access to?

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4 months ago
Translation

Hello, there is no history of the games, at least not visible to the players, in fact there are several inconsistencies in the information provided by the casino's customer service both on the platform directly and via Telegram since they do not know how it works, despite to have the screenshots of the winnings, they initially admit that these exist, they ask that you be patient that in 24 or 48 hours the profits will be reflected, but after time they say that it does not even appear that you have made any play (bet) apart from saying that the screenshots are of no use. As proof, a few days ago I was playing because I wanted to see if the error would happen again (I recorded the screen) in the video it appears when the balance is deducted out of nowhere but even so they do not assume that this problem exists, in the video that I obtained ago A few days the error is clearly reflected (on this occasion it was with a very small amount of money) the error occurs just as the previous times, apart from that I also have the screenshot in which customer service recognizes the plays and winnings and also with the screenshot where customer service assumes that this delaying the situation is done so as not to pay, I just want to resolve this soon, it will be a month later and I still have no solution, without my money and only with refusals from the casino, they tell me that I am the only case, when the reality is that there are many more but seeing that the casino does not provide a solution, it is just that, or the amounts are so small that they prefer not to complain because those of us who do it begin to lose everything and win much less or nothing and have more problems with the platform that's why no one continues to complain, please help me, I just want my money so I can earn it.

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4 months ago
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Hello, it has been 6 days since the last message, I would like to know if someone can help me recover my money or I have simply lost it, I have proof of the platform's errors but no one is taking charge, I do not know what to do at this point, it has already happened more than a month

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4 months ago

Hello razieldealumbre,

Please forward the evidence regarding the errors you have to nikolas.b@casino.guru as so far, there is basically nothing we could contact the casino with.

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4 months ago
Translation

Hello, I have sent everything to the email they told me, I hope for help, thank you

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3 months ago

Hello razieldealumbre,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

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3 months ago
Translation

Hello, I just saw that you are on vacation and I urgently need help. It happened to me again and no one is seriously taking charge. I have already made the decision not to play as frequently as I did because I won little and when I won a little more, this happens. On Monday, July 15 at around 1:50 p.m. I won an amount of $100,250 clp with a bet of $250, again the game stuck and kicked me out, then it wouldn't let me in and the money was no longer attached screenshot please I need Help, clearly the account has a problem and no one takes care of it, I just lose my money

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3 months ago

Hello razieldealumbre,

The case is still under review. I would like to recommend not to deposit or play in the casino until the issue with the casino persists.

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3 months ago
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Hello, I have made the decision not to play anymore because they do not comply with anything they offer, at least in my case, unfortunately they have only made me wait to wash their hands even though with tests I showed that there are errors, they are clearly blind because They don't see them, I know that casinos never lose, but the situation is so unfair that I have already lost any hope of having a solution that is favorable for me, the truth is I am not willing to continue giving my money to these people who win every day millions and are not capable of taking responsibility for a problem that their platform has

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3 months ago

Hello razieldealumbre,

Do you wish to also close the complaint as you decided not to play with the casino anymore?

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3 months ago
Translation

Hello, I want to find a solution, I won that money and the situation is not fair, I know that it is a casino and it is a matter of luck if one wins or not but I won and it is appropriate that they give me my money, if something can be done for Please help me since I am not the only case and if it keeps happening it is only because no one does anything and they are left without a solution

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3 months ago

Thank you razieldealumbre for all the information provided. As we require further evidence from the casino, your complaint will be now forwarded to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

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3 months ago

Hello razieldealumbre,


I am sorry to hear about your troubles.


I would like to invite the casino representative into the case:


Dear casino representative, could you please check the case and explain to us what happened?

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2 months ago
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Hi, I'm still waiting for an answer but I can't get it anywhere.

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2 months ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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2 months ago
Translation

The casino is really just doing what their own support said, biding their time to avoid paying, yesterday they practically blamed me for a fault that is theirs, they just play with people's time and make fun of the situation, they ask for a little time but we are in August and I have had the problem since May.

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2 months ago
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Good afternoon


We will provide an answer as soon as possible.


Best regards, 1win team.

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2 months ago
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They have been saying the same thing for weeks, months and still nothing. In fact, they had assigned me a new manager and again they left me without one. They have even told me that I was not playing at the time the problems occurred, when there is the history of games, the money recharges to the platform and even when I have mentioned the name of the games or the providers they tell me that these do not exist on the platform (they do not even know what games they have in their casino).

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2 months ago
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Good afternoon


We will provide an answer shortly. We are checking the information. Thank you for waiting.


Best regards, 1win team.

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1 month ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 month ago
Translation

This casino is really very fake again I had a problem and with all the evidence they asked me to send I still have no answer

I was betting $200 while watching a live stream and that was 00:30hrs when I won the first "bonus" of $11,700 00:31hrs then I continued and at 00:33hrs it gave me $5,000 then I continued within that same schedule and I know it was between 00:40 hrs and 00:43 hrs that it gave me the $204,500 I was recording that's why I know the times of the previous earnings but in fact I couldn't continue recording because my cell phone ran out of memory and I could only take the screenshot even so they haven't paid me my money, supposedly the "problem" was with my account and it was already resolved so it wouldn't happen again but it's a lie this problem is with their platform since that day the same thing happened to several people, on Thursday, September 13 in the rich piggies game from the netgame provider that was the problem that happened to me

I'm really bored of this casino already

Always wanting to blame their players for errors on the platform and not taking responsibility

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1 month ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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1 month ago
Translation

Good afternoon


razieldealumbre , as we understand, you have had errors in the "Casino" section of our website. Please send us the numbers of the applications that were created to clarify the information on your errors.

Also about the withdrawal of 54,000 CLP on 18.05, the funds were returned to the game balance. When canceled, they are always returned.



Best regards, 1win team.

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1 month ago

Dear razieldealumbre,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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1 month ago
Translation

I have sent the information through different means and I have had this problem for months. The casino is a scammer. They recently had a massive failure that was proven and recognized (September) and even though I recognized that I played and won, they did not return my money. They are thieves. Why do they ask me for information that they have? Old information. There are things that only they can see. Players cannot.

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1 month ago

Dear 1win casino representative,


To proceed with this case, we require the player's game log and transaction history from May 18th. 


Please send it to matej@casino.guru.


Thank you.

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1 month ago
Translation

The casino continues to have failures, in fact last night it had another massive failure. This happens every time they make an update to their platform, but of course they are not responsible for anything, they only screw the players.

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3 weeks ago

Dear razieldealumbre,  


In the future, please record such incidents. Video evidence will make it easier for us to assist you.

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3 weeks ago

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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2 weeks ago
Translation

Good afternoon


We checked all the queries that were created by the user.

5 applications were created.

For three of them, the user provided incorrect data to create an application. It is necessary to specify the correct bid details: amount, date and time according to MSC (GMT+3).


Dear Matej , could you please describe your request in more detail?


Best regards, 1win team.

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6 days ago

Dear razieldealumbre,  


Could you please provide the casino with the correct timestamps of the incident?



Dear 1win casino representative,


Could you please confirm if you identified the correct two incidents and found an issue? If so, how do you plan to resolve it?

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6 days ago
Translation

Hello, as you understand, many months have passed since these incidents. I sent everything by email, platform chat and also by Telegram. Sometimes they acknowledged the failure and said that I had to wait for the money to be reflected. Other times they simply said that according to them there was no error. Recently it happened that in a new game they gave me the bonus but did not pay me. They did nothing either. I have that screenshot but they did not give me a solution because they say that it is not the casino's problem but the provider's, meaning in the end only they win. I am tired of trying to get my money back because I only managed to get my account to give me no profits, only losses. Since I complained about this situation I do not win anything. I am really very disappointed with the casino because even though they assumed that they were making people wait so as not to pay, they still did not give me a solution. I give them my money. I am tired of that is what they do with each player, they steal their money.

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6 hours ago

Dear razieldealumbre,


I understand your situation, but it is crucial to document everything. You now have a unique opportunity to present evidence not just to the casino, but to everyone following this complaint.


Please focus on the key points and present each incident along with the evidence you have to allow the casino to investigate.

razieldealumbre has 6d 17h 14m 24s to reply

Matej is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.

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