1win Casino - Player's winnings from the tournament are delayed.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you? Can you log in?
• Have you made any previous payouts from the casino?
• Could you please confirm your account is verified?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Yes account is accessible .

Previous payouts on 1st feb .

My account is verified.

.

1Win is making excuses everyday .. Its 23 day have passed since tournament ends.. Still didnt get solution not even a single time right answer only making excuse to wait its on final stage . but now its too much please take serious action regarding this.

Check this chat screenshot in which they are aaying my ticket is in its final stage and manuall audit is left now its 23 day have passed .. Every day they are buttering and buying time making new excuses .. Please help me out i need my winning amount.

Dear Raj897,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Raj897,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I'm reaching out to kindly follow up on the status of the tournament winnings disbursement, as a considerable amount of time has now passed since the tournament concluded.

We understand that certain processes can occasionally take longer than anticipated, but we also believe that timely and clear communication plays a key role in maintaining player trust. At this stage, the matter remains unresolved, and we would greatly appreciate your clarification on when the player might expect a positive update or, ideally, a resolution.

As always, we hold reputable casinos to high standards when it comes to the fair and efficient handling of player concerns, and we’re confident that your team shares that commitment.

If there are any specific factors relevant to this case that cannot be shared publicly, please feel free to contact me directly at michal.k@casino.guru. I'd be happy to review any additional context you may provide.

I look forward to your response.

Hello!

Thank you for contacting us.

We have checked the information on your request and are ready to provide details:

The application was successfully reviewed on March 3. 

The winnings of INR 213,600 have been credited to your gaming balance.

All funds for this application have been credited to the balance in full. If you have any questions about other operations or need additional information, please contact us. We are always in touch!

Sincerely,

1win team.

I haven't get winning money yet ...

Dear 1win Casino,

Please forward me any evidence that verifies the crediting of the winnings amounting to INR 213,600 to the player's gaming balance, as you mentioned above.

If it is more convenient for you, please feel free to send it directly to my email at michal.k@casino.guru.

Hello!

We’ve reviewed the information again and can confirm that the winnings have been fully credited to the player’s account.

We kindly ask for a bit more time to determine whether we can share the supporting evidence. Thank you for your patience and understanding.

They are fraud.. They credit the money and sudden cut the money from main balance .. I need my money 🙏🙏🥹🥹

Hello!

We kindly ask for a little more time while we collect all the relevant information from our support team. We sincerely appreciate your patience and understanding during this process.

Dear 1win Casino,

We are looking forward to your timely resolution of the matter.

They are totally fraud. . they are not even givjng me bonus at right time always making an excuse. I am vip player and nothing to them like useless vip player .. What to do sir please ban this application they are scammer.

Dear Michal,

We have sent you an email with information regarding this complaint. Please review at your convenience.

Dear 1win Casino,

Thank you for your email with the evidence.

Dear Raj897,

I would like to inform you that I have received evidence regarding the crediting of your tournament winnings, which amounts to INR 213,600. This amount was credited to your casino gaming balance on the 3rd of March 2026.

I kindly encourage you to review your casino account history and gameplay for verification.

Moving further, while I understand your concerns regarding the absence of bonuses at this time; however, please note that the distribution of bonuses is determined by the casino and may vary for each individual player. This is solely at the casino's discretion, as bonuses are essentially free money from the casino to enhance gameplay. The casino is within its right to stop providing bonuses to anyone should they deemed so. Rules in this regard can be found in nearly all casinos, as this is quite an industry standard.

If you have any further questions regarding the disputed winnings or require additional information, please do not hesitate to reach out. I am here to assist you.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Raj897,

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,

Michal

Casino Guru