1win Casino - Player believes that their withdrawal has been delayed.

I submitted a withdrawal of $150 on May 30, 2026 and have been waiting almost 4 days with no resolution. Ticket SPP-402697 was created but their support team gave me completely contradictory information — one agent said the ticket did not exist in the system, another said it was in progress, and another said it was forwarded to the provider with a new 72-hour window, basically resetting the clock. Multiple managers joined the chat and closed it without solving anything. I have screenshots proving everything. This is my first time using 1win and it has been a terrible experience.

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Dear Zenhayday12,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I would like to add important information. According to Casino Guru's own review, 1win does not accept players from Cambodia. However, 1win accepted my registration, allowed me to deposit and play, and accepted my withdrawal request. They took my money knowing I am from Cambodia. I believe this strengthens my case and I request Casino Guru to take this into consideration when mediating my complaint.

Hello,

I apologize for the inconvenience you've experienced regarding your withdrawal request of $150 submitted on May 30, 2026, under ticket SPP-402697. I understand how frustrating it is to receive contradictory information from the support team, especially when multiple agents have provided unclear updates.

Unfortunately, the withdrawal was declined by the provider, and the funds have been returned to your gaming balance. I can see how this situation has caused confusion and disappointment, particularly as this is your first experience with 1win.

If you have any further questions or need assistance regarding your balance or any other issues, please don't hesitate to reach out. We're here to help you resolve this matter.

Thank you for your understanding.

Dear Zenhayday12,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Zenhayday12,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru