1win Casino - Player's winnings are delayed and denied.

I had a very bad experience with 1win and I want to document it with evidence.

I deposited money, lost it, and then used free spins which gave me bonus funds. With those funds I played normally, made a significant profit (x640), and met the wagering requirement.

Upon completing the rollover, the system displayed a message indicating that the money would be credited to my balance within a few minutes. This never happened.

When contacting support:

First they said there was no activity in the game

Then they said that there were recorded profits.

After I was playing in demo mode

Finally, the bonus was not activated because I had $0.03 in the account

There was never any warning that a minimum balance like $0.03 would completely invalidate the bonus. Even so, the system allowed me to play, meet the conditions, and showed that the money would be credited.

This appears to be a serious design flaw or a practice to avoid payments.

I've attached screenshots of the entire conversation and the system.

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Dear mateoc222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at 1win.

To assist you better and clarify the situation, could you please provide answers to the following questions:

• Have you ever made a withdrawal at this casino?
• Can you confirm the date and time of your gameplay when you made the significant profit?
• What exact bonus was activated with your free spins, and what were the requirements for that bonus?

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,

Petra

Yes, I have withdrawn money from this casino many times but never bonus winnings; this is the first time I've won anything with bonuses.

The gain was on 04.05.2026 at 2:43 am

The requirement was to deposit a minimum of 3000 pesos, I think. They gave me free spins on a machine and that same machine gave me a little money which I bet until I got that win.

Thank you for your reply and for providing the previous details, mateoc222.

• Could you share with me the link/screenshot fo the Promotion granted?
• Could you provide any other additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I'm sending you all the information by email; I thought the screenshots of the chat and the promotion had been uploaded.

Thank you for your reply and for providing the previous details, mateoc222.

• Is it possible to provide me with your game and bonus history?
• If there is any other relevant evidence that would support your claim, please feel free to send it to me.

Thank you again for your cooperation.

Dear mateoc222,

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,
Petra
Casino.Guru