1win Casino - Player's refund request is delayed.

On July 2, 2026, the 1win Security Department requested my financial coordinates (USDT TRC20 wallet address) to process a refund/payout. Immediately after I provided the requested details, the operator ceased all communications, ignoring over 15 consecutive formal inquiries.

On July 10, 2026, the official VIP Manager replied from his corporate email address, explicitly admitting in writing that his own Security Department's conduct constitutes a "deliberate evasion" regarding my case.

I have repeatedly asked 1win to provide the contact information of their certified independent Alternative Dispute Resolution (ADR) provider so I could submit my case to a mediator, but they have ignored this request as well.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify why you requested a refund from this casino? Is this a refund for lost deposits, or are you requesting a refund for a deposit that was made but not used for any gameplay?
• Have you completed the full KYC verification at this casino?
• Are you currently able to access your casino account, or has it been closed? If it has been closed, could you please specify the reason for the closure?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

1. Why am I requesting a refund?

This is a formal request for a refund of lost deposits incurred after the casino failed to protect me.

Here is the exact sequence of events:

 In September 2025, I formally requested the permanent closure of my account and self-exclusion due to responsible gaming principles.

 The casino completely ignored my request, kept my account active, and allowed me to continue depositing and losing funds over the following months. The total amount lost during this period, when the account should have been closed, is €8,495.00.

 Recently, when this issue was brought up, the Security Department asked for my USDT TRC20 wallet details to return my funds.

 I replied to their email, explicitly specifying that the total amount owed for this violation was €8,495.00.

 Without any agreement, acceptance, or settlement on my part, they unilaterally decided to send only 580 USDT, completely ignoring the rest of the balance. Immediately after sending this partial 580 USDT, they enforced a total communication lockout to avoid paying the remaining €7,995.00.

2. Have I completed the full KYC verification?

No, I have sent emails to the security department several times to complete the KYC verification on the advice of the VIP Manager but these emails have also been ignored.

3. Am I currently able to access my casino account?

No, the account is now closed.

They closed it recently after sending that unilateral payment of 580 USDT. They kept it active for months against my explicit self-exclusion request, and now they closed the account to block me, leaving the vast majority of my lost deposits unpaid.

Thank you for your reply.

Please forward me the self-exclusion request you sent to the casino in September 2025, along with the casino's responses and all subsequent communication you had with the casino regarding the closure of your account. You can send everything to me at veronika.f@casino.guru.

Please note that evidence showing that you requested to be self-excluded and that the casino failed to protect you as a vulnerable player is vital for us to be able to request a refund on your behalf.

I sent you everything via email.

The team, on a Trustpilot review, claims the refund was issued after I've been trying to contact them by email for 15 days to tell them the payment method was no longer valid after July 15th, with no response from them. On July 28th, the team's response changed, stating that the refund had been cancelled. I still haven't received any email response from the security team regarding this payment or any transaction id, which in any case cannot be valid because, as I've repeated to the security team about ten times, the wallet was no longer valid.

Trustpilot link: https://www.trustpilot.com/reviews/6a53db45baca74ea3d01c24a

Hello Damcity,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience while I was away from the office.

I have reviewed the extensive communication you provided. I noticed that your initial account closure request was made because the casino did not hold a valid license to operate in Italy. I could only see gambling-related concerns mentioned after your account had already been closed and you requested a refund of your lost deposits.

Did you request account closure due to gambling-related harm before making any deposits and losing those funds through regular gameplay?

To answer directly: Yes, the closure request in September 2025 was strictly driven by gambling harm and self-exclusion.

After sending payment details, they sent a unilateral partial refund of 580 USDT and went silent on the remaining €7,915.00.

In the Trustpilot review they updated the response and said that they send the refund to an address that I have several times repeated to the support in email that is no longer valid before the update on the review but without any response.

Could you please clarify if you disclosed your gambling addiction to the casino in September 2025? If so, please send me evidence of your communication showing that you explicitly stated that you were addicted to gambling and wanted to self-exclude.

Without this information, we won't be able to proceed with your complaint, as we do not handle refund requests based solely on the fact that the casino is not licensed in your country.

Dear Damcity,

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,
Veronika
Casino.Guru