The player from Bangladesh reported a problem with his deposit of 418.06 USDT to his 1win account, which he confirmed through a successful blockchain transaction. Despite providing proof of the transaction, 1win's support claimed they did not receive the deposit and failed to provide a clear resolution. The issue was resolved after the player marked the complaint as resolved, indicating that a satisfactory outcome had been reached through communication with the Complaints Team.
1win Casino - Player's deposit has been delayed.
Resolved
Our verdict
Case closed
Amount: 418 USD₮
1win Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
11 months ago
Subject: 1win not crediting 418.06 USDT ERC20 deposit despite confirmed blockchain transaction
Casino: 1win
Date of incident: August 10, 2025
Amount involved: 418.06 USDT (ERC20)
Description: I deposited 418.06 USDT (ERC20) to my 1win account using the deposit address provided in their cashier section. The transaction was sent to the exact address shown on 1win's deposit page: 0x7D5aec19716484c291590171c4a6fe0631c31858
Transaction Details:
Transaction Hash: 0x4192b5b2321d37e567107097726e158381cff73eda769f2cb938dd23cd42caec
From: 0xaA71c32BFF912e154f22E828d45e4217C7E168c3
To: 0x7D5aec19716484c291590171c4a6fe0631c31858
Amount: 418.06 USDT
Network: Ethereum ERC20
Status: SUCCESS (192 confirmations)
Timestamp: Aug 10, 2025, 03:07:35 PM UTC
I confirmed the transaction was successful on Etherscan and sent proof to 1win's support team, including screenshots of:
Etherscan transaction page showing success.
The deposit address from my 1win account (matching the one used).
My account balance before and after the transaction.
1win's Response: The support team told me they "did not receive" the deposit & they have not credited it to my account. They have not given any clear explanation or timeframe for resolution.
Why I believe this is unfair: This is a confirmed blockchain transaction to the exact deposit address provided by 1win. Refusing to credit my account or refund the deposit is withholding my funds without justification.
Requested Solution: Immediate credit of 418.06 USDT to my 1win main wallet.
If they cannot credit, a full refund to my original sending wallet address.
Attachments provided:
Screenshot of Etherscan transaction confirmation.
Screenshot of the 1win deposit address page.
Public
Public
11 months ago
Dear player,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1win Casino. Was it your first deposit in this casino? Can you please share the screenshots of your deposit history at the casino? Could you please clarify if you have attempted to contact your payment processor regarding this issue?
Could you please forward any relevant communications with the casino and your payment provider to natalia.b@casino.guru?
I hope we will be able to help you resolve this issue as soon as possible.
Looking forward to hearing from you.
Best regards,
Natalia
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
11 months ago
Dear ridwanurrahmandipu,
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.
Public
Public
11 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear ridwanurrahmandipu,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Natalia
