HomeComplaints1win Casino - Player's withdrawal is delayed and account calculations appear incorrect.

1win Casino - Player's withdrawal is delayed and account calculations appear incorrect.

Amount: €200

1win Casino
Submitted: 20 Dec 2024
Case opened Current status

Waiting for player to reply

4d 7h 15m 48s

Case summary

The player from Germany faces significant issues with withdrawing €200 in winnings from 1win Casino, which has not been credited despite submitting all necessary documents. Additionally, he reports incorrect deductions during gameplay, where more money is deducted than should be, along with ineffective communication from customer support.

Public
Public
Translation

Subject: Urgent Assistance Required – Issue with My 1win Casino Withdrawal and Incorrect Calculations


Dear Sir or Madam,


I am experiencing a serious issue with my account at 1win Casino and urgently need your support.


Problem Description:

I have repeatedly encountered difficulties with withdrawing my winnings, particularly amounts from bonus free plays. Despite multiple attempts, these amounts have not been credited to me.


Currently, the issue involves a withdrawal of 200 €, which simply has not been credited to me. Even though I have submitted all requested documents, including bank statements, game ID, and other proofs, nothing has happened. Instead of a resolution, I am merely given vague promises.


Additionally, I have noticed that incorrect amounts are frequently deducted during my game rounds. For example, I bet 5 cents per round, but as soon as the amount reaches one euro, 95 cents, then 90 cents, and sometimes even 79 cents are deducted instead of the correct amounts of 1 euro and then the normally accruing amounts. I have various screenshots and videos documenting these irregularities and showing that more money is being deducted than should be. This could be considered fraudulent, as the amounts are changed arbitrarily.


Previous Communication:

• My emails have not been responded to.

• The chat support closes the chats when I request help or refers me to irrelevant suggestions that do not resolve the issue.

• Promises of potential solutions have not been fulfilled.


Despite my efforts to resolve the issue and the submission of my bank statements as proof that the amount has not been credited to my account, this has simply not been accepted.


I hereby demand that the outstanding amount of 200 € be immediately credited and that I be informed of the current status. Additionally, I expect an investigation into the incorrect calculations and a corresponding resolution.


You can reach me by email at (your email address) or by phone at (your phone number, if desired).


I expect a prompt response.


Best regards,


PS: I strangely cannot upload more images!

Automatic translation:
Public
Public

Dear benjalam95,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawals and account activity at 1win Casino.

To better understand your situation and provide effective assistance, could you kindly clarify or provide additional information regarding the following points?

  • Withdrawal Issue:

When did you first attempt to withdraw the 200 €?

Did you receive any specific reasons from the casino for the delay in processing this withdrawal?

Have you made successful withdrawals from this casino in the past?

  • Incorrect Deduction Issue:

Could you share detailed examples of the discrepancies in your bets (e.g., the date, time, game, and exact amounts involved)?

Are the incorrect deductions occurring across all games or specific ones?

  • Documentation and Communication:

Please confirm if you have submitted all required verification documents.

If possible, forward any screenshots, videos, or communication from the casino, including their responses to your concerns, to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with your case and effectively mediate with the casino. Without the necessary details and documentation, we won’t be able to thoroughly investigate the issue or advocate on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela


Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.



Sensitive attachment
Sensitive attachment
Translation

Subject: Complaint about 1win – Missing payout, unprofessional behavior and other problems


Dear Casino Guru team,


I would like to submit a detailed complaint about the provider 1win. For weeks I have been struggling with significant problems that have not been resolved or clearly communicated despite repeated contact. I have run out of patience and I hope that you can help me find a solution.


1. Missing payment of €200

On December 9, 2024, I requested a withdrawal of €200, which has not yet arrived in my account.

• Initially I was told to wait 24-48 hours.

• Then I was told that I would have to wait 1-7 days, until December 21, 2024 at the latest.

• Instead of clarification, my original request PMNT-1800467 was closed and replaced by a new request PMNT-1817403.

• Now it is claimed that the money has been transferred, which is not true.


Today I uploaded updated bank statements of all accounts I have ever used to make deposits and withdrawals at 1win to prove that the €200 withdrawal was not made. However, I still haven't received a response.


2. Problems with deposits

1win offers various deposit methods, but many of them simply do not work.

• For example, Paysafe: Every time I tried to use Paysafe, I received an error message. When I asked support, they simply advised me to choose a different deposit method, but did not solve the problem.

• Here too, clear and helpful communication from support is lacking.


3. Incorrect debits for bets

While playing on 1win, incorrect amounts are repeatedly deducted from my balance.

• When betting €0.05 per round, €0.06 or €0.07 were deducted several times.

• Support denies this, although I can prove with screenshots and videos that it happens regularly.


4. Missing bonus payments and uncredited deposits

• Several bonuses that I was entitled to according to the terms and conditions were simply not paid out.

• Deposits of several tens of euros were not credited to my account, even though I provided receipts for the transactions.


5. Unprofessional behavior of customer support

The customer support is unprofessional and non-transparent:

• Chats are closed without warning as soon as employees can no longer or no longer want to provide answers.

• Adding to the confusion are conflicting statements from agents. Some say my withdrawal has been processed, others say it is still pending.


6. Sudden radio silence

From one day to the next, I no longer receive any responses. My requests are ignored and I have no way of resolving the issues.


My demands

I urge you to take action on my behalf and clarify the following points:

1. An explanation of what happened with my €200 withdrawal.

2. A detailed confirmation of the account details to which the money was allegedly transferred.

3. A solution for the faulty deposit methods, especially for Paysafe.

4. A transparent investigation of the above issues, including incorrect withdrawals, non-credited deposits and pending bonuses.

5. Clear and reliable communication from 1win.


I have documented all incidents with screenshots, pictures and videos and am willing to provide you with these documents to support my complaint.


Thank you for your support. Please let me know how we can proceed to resolve this matter.


Best regards


Automatic translation:
Public
Public

Hi benjalam95

Thank you for reaching out and providing such a detailed description of the issues you've been facing with 1win.

To ensure we handle everything efficiently, we will focus on one issue at a time, starting with the delayed withdrawal of €200 from December 9, 2024.

Once we have clarified the status of the €200 withdrawal, we can proceed with addressing the other issues you've mentioned.

However, regarding the issue of missing bonuses, I would like to clarify that casinos have the right to adjust or revoke bonuses at any time. While bonuses may be advertised or offered as part of promotional activities, they are typically subject to the casino's terms and conditions. This means the casino can, at their discretion, modify, suspend, or withdraw bonuses based on various factors such as player activity, compliance with bonus terms, or even changes in their promotional policy.

Regarding the issues with deposit methods, it's important to note that payment methods are not entirely within the casino's control. The availability of specific payment methods often depends on your geolocation and the agreements the casino has with various payment providers. Some payment methods may be restricted or unavailable based on local regulations, the country you're located in, or other external factors beyond the casino’s direct control.


I will now transfer your complaint to my colleague, Jozef (jozef.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.


Public
Public
Translation

Subject: Thank you for your feedback and further explanations regarding my complaint


Dear Casino Guru team,


Thank you very much for your feedback and for forwarding my complaint to Mr. Jozef. I really appreciate your efforts and agree that clarifying the €200 payout is a top priority.


However, it is important for me to briefly mention a few other problems that have shaped my experience with 1win. I understand that casinos have the right to adjust or revoke bonuses, but my difficulties with 1win go back much further - there have been serious problems since I signed up.


1. Problems with the promised free spins on the first deposit:

• When I signed up, I was promised a bonus of 77 free spins on my first deposit.

• Despite multiple attempts on different browsers (Safari, Google Chrome, Mozilla) and via the app, I was unable to use the free spins. Clearing the cache didn't help either.

• My requests were ignored or only answered after the deadline for using the free spins had already passed.


2. Unclear conditions for winnings from free spins:

• At another point I was able to use free spins and won about €90.

• Shortly afterwards, a window opened saying that I could only withdraw €7 if I first won €499.

• It remains completely unclear why such restrictions exist and what I received the free spins for in the first place if the winnings have almost unattainable conditions.


3. Contradictory statements from support:

• Customer service is no help in these cases. I was told the winnings had already been credited to my real money account, then to my casino bonus account, and finally that it was all over.

• Each support agent gives different answers, which leads to a lot of confusion.


4. Communication problems:

• I received no response at all to many of my inquiries, or I received standard texts that did not match my request.

• These copy-and-paste responses show that customer service does not make a serious effort to resolve individual issues.


I understand that you want to handle the cases individually and I agree with that. My goal is to resolve the €200 payout case and then address the other issues, for which I also have numerous screenshots and evidence.


Thank you for giving me the opportunity to voice my concerns. I look forward to your support and hope that the outstanding issues will be resolved soon.


Best regards.

Automatic translation:
Public
Public

Dear benjalam95,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Public
Public
Translation

Dear CG team,


Thank you for your feedback and for taking care of my case. I am very pleased that you are contacting the casino team and I sincerely hope that my rights will be recognized and that I will get my money back.


As mentioned above, I am happy to provide recent bank statements from all accounts to prove that I have not received any payment. Despite multiple requests, the casino has so far neither provided nor provided any evidence to back up its claims.


I sincerely hope that you can clarify this situation and thank you in advance for your assistance.


Best regards

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation

Subject: Urgent support regarding 1win Casino



Dear Guru Casino team,


Thank you for looking into this matter. However, I would like to inform you that the situation with 1win Casino has still not improved. Despite my regular inquiries, I continue to receive contradictory answers: first the money should have arrived, then there were technical problems, and now they claim that I canceled the withdrawal myself.


I ask you again to help me with this matter. It is really frustrating to wait so long for a clear solution. If there is any further information or steps I can take, please let me know.


Thank you for your support.


Best regards

Automatic translation:
Sensitive attachment
Sensitive attachment
Translation


attached again the pictures

Automatic translation:
Public
Public

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.

Public
Public
Translation

Subject: Question about the extension of my complaint against 1win


Dear Guru Casino team,


Thank you for your message and the seven-day extension. However, I would like to clarify an important question: does this mean that if the casino still does not respond after this deadline, I just have to accept the matter?


I am in daily contact with 1win support, but I keep getting excuses like "tomorrow" or "soon". There is no concrete solution. I would therefore like to know what happens after the deadline is extended if there is no response or solution from the casino. Will the complaint then be closed as unresolved and will I have no other options?


I would like to ask you to give me a brief response as to how I can proceed in this case.


Thank you in advance for your support.


Best regards

Automatic translation:
Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Public
Public

Dear 1win Casino team,

I am extending the timer by 7 days. Please, let me know if you need more time.

Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Public
Public

Dear 1win Casino team,


May I kindly ask you to react to both of the player's last messages?

Public
Public

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.

Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Waiting for approval
Waiting for approval
Translation
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Public
Public

Dear benjalam95,

Have you contacted the bank as the casino team instructed?


Could you also forward me the video of the issue you experienced?

jozef.k@casino.guru

Public
Public

I’ve been sending everything since 07.12.2024—everything I was supposed to send.


And now they want to make up alibi stories in front of them? I’ve had enough.


How many more times am I supposed to send something?


Why does the casino keep sending me the same documents over and over again, even though I’ve asked them a hundred times for proof?


I’m done. It’s frustrating and just pisses me off.

Public
Public
Translation

Subject: Urgent Complaint – Unanswered Emails & Unfair Free Spins


Dear 1win Casino Support Team,


I have explained my problem several times, but I still don't get a response from you. I have sent you at least 20 emails and none of them have been answered. Yet, as soon as Casino Guru contacts you, you respond immediately. Why do you ignore my requests?


Now that Casino Guru has intervened, you are suddenly asking for documents that I have already sent you countless times. This is extremely frustrating and absolutely unacceptable!


I also received free spins from you. I used them and won €23, for which I even have a screenshot as proof. Logically, this amount should be credited to my account. But now you are demanding that I wager €1,600 just to receive my €23? How is that supposed to make sense? What kind of "free spins" are these? This is pure rip-off!


I demand an immediate response and a solution to my problems. Please finally complete my verification correctly, credit me with my winnings and allow me to withdraw my money without further delays.


I expect a response immediately!


Best regards

Automatic translation:
Public
Public

Dear Benjalam95,

I am very sorry about this situation. I completely understand your frustration, and your feelings are entirely valid. Unfortunately, it is a standard request from the casino's side in such cases, as many players claim not to have received their withdrawals.

Upon reviewing the documents you provided, I did not see any communication from your bank or the specific document requested. Could you please follow the casino's instructions by forwarding the required document and including me in CC? This will help ensure the investigation proceeds smoothly.

Thank you for your cooperation.

Public
Public

Dear benjalam95,

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.

benjalam95 has 4d 7h 15m 48s to reply

flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news