1win Casino - Player’s winnings haven’t been received yet.

I won the game on June 22nd and wanted to withdraw, but the withdrawal keeps getting delayed and now it says the activity session has expired and there is no session. And the promised withdrawal date is 7 days from the day I received no response and the withdrawal is not happening now.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

It hasn't been paid yet and you keep lying

No, definitely not, definitely said that he deposited money on the 22nd. When I asked him what time and minute he deposited money on the 22nd, he said he couldn't tell me. On the 22nd, the two of them didn't give me the money, so I told Caitlin to keep growing and eat. Year lime

They clearly said they would deposit on the 22nd, but they lied and said they deposited on the 22nd, so when I asked what time and minute the deposit was made on the 22nd, they said they deposited it into their account instead of into their account, and told me to wait 48 hours on the 23rd and 24th, so I waited, but nothing came in that day, so they asked me to confirm what time and minute the deposit was made, and they said they couldn't tell me.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you provide me with a screenshot of the withdrawal, making sure all the details are clearly visible?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

No, today, he finally admitted that he didn't deposit on the 22nd and is lying that he deposited on the 25th. On the 25th, the game was going well, so I applied for a withdrawal of 300,000 won and got rejected, but now that he says he deposited it, I don't know how he can lie so well. That's not all. He turned off the activation of my account and I'm not receiving any bonuses, cashbacks, or slot bonuses. He told me to tell him by email, so I turned it off... Anyway, if it's a lie, he promised to pay 100 times, so I don't know what will happen.

No, I haven't received the money from here yet, and I haven't even received the money I deposited.

Even though I deposited it like this, I lied and didn't receive it either.

Dear player, to better understand your situation, could you please clarify whether you are currently facing issues with both the withdrawal and the deposit?

If yes, kindly specify the exact amounts of the affected withdrawal and deposit.

Also, could you please provide your deposit and withdrawal history, preferably in the form of screenshots showing the relevant dates, amounts, and statuses?

No, that's not all. Of course I didn't receive the money.

They are not even paying me the money I mistakenly put in. They promised me that they would look into it and promised me to wait. When I went there today, they made it so I couldn't log in. When I looked into it, I found out that there were more than a few people who had been scammed. And the scammers are gathering people by calling it Jeongseon Kangwon Land.

I sent this money by mistake. They said they would return the money, but they didn't send it. And they made it so I can't log in. I'm going to report them to the police. ㅠ First of all. They refused to refund more than 6 times. Also. As you've heard, on the 22nd of June, I received 300,000 won each. However. I didn't receive the next 1.1 million won. I didn't receive the 30, 50, 20, 15, or 16. What I'll tell you is. They say it takes a few days to refund, but these scammers. On the 22nd. The refund didn't go through. They said they put it in my game account on the 22nd. That's all a lie. When they say they didn't put it in my account, they mean how many days it takes. But since they said they gave it to me on the 22nd, I think they're really scammers.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear 1win Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good afternoon

Your account verification has been successfully completed, the account is currently operating normally and you have access to the full functionality of the site. Specialists have checked the history of withdrawals from your account, and the status of the last procedure is "Successful". The money has been credited to the details you specified.

Best regards, 1win team.

He said he sent the money. It's all a lie. It's driving me crazy how he lies like that. How can he lie so well?

And these guys. They stopped me from logging in.

None of the problems are solved

This is proof that these guys didn't exchange the money.

1win team, can you please check if the player's account is still without any restrictions and if there is any balance on it?

These kids. I'm thinking about telling the truth to the police and prosecutors. How can they lie like this? They're really playing with people.

Good afternoon

You have access to the full functionality of the site. Please describe in more detail the problem you are experiencing when logging into your account.

Also, please clarify what kind of withdrawals you are talking about (date, time and amount). We will check the information.

Best regards, 1win team.

Like this. Come out

Here it is. I thought it was Kangwon Land. I went in. And this is what happened.

From the beginning. I was scammed. This is how it ended up. Reporting it to the police won't be a problem, right?

I logged into my game account, but there was no money in my game account either. These guys are lying, every word. What should I do? When I was asleep, I logged into my account and deleted all my chat history. I think I deleted it. Thank goodness I had a separate copy. What should I do with these things?

1win Casino, can you confirm if the address on the screenshots is the mirror for your website?

Yes, I went in. But. Why didn't you send me the money? You just lied and said you sent it. If you did, you should send me a receipt. When I asked you to send it, you chatted and left... Is it really a casino that doesn't give you a refund? Not even once or twice. What kind of behavior is this?

No, what do I do when I go in? Even if I go into my account, they just lie and say they sent the money, and when I ask them to send me a receipt, they just leave the chat window.

21892898jjo, do I understand correctly that one transaction of 90 000 KRW was withdrawn from your casino account but was not credited to your bank account?

Yes. Why aren't you depositing the money? I told you I sent it by mistake and wanted it returned. But why aren't you giving it back? And the 1% slot payback lotto. I've never received it.

Dear 1win team, can you confirm that the player's transaction of 90 000 KRW was sent to their bank account?

And please also check the slot betting history.

No, I asked to know how much my betting history was. I deleted all my betting history. But. I've been fooled so many times, I'm angry at them now. The people who teach me are in trouble. And. I still don't have the receipt... This is how they deceive people. If I had sent it, they would have sent me a receipt. One of the counselors asked me a question, looked into my eyes, and said, "I want to do it, but with me. I told you I don't want to. It's a burden." Did they even respond? They've been reviewing the 900 million won for over a month, and now they're sending it. Honestly, I deserve a lot. With a 1% slot stake. I looked into it and it was 100 million won. In two months...

They can't find it. Because they didn't send it.

And. I'm sorry. Honestly, I've been scammed before. It was when I came here and deposited money a few times. The presidential election wasn't over yet. Anyway, I deposited money, but they said it didn't go through. I gave them a copy of my phone transaction history, and they told me to bring it to the bank, so I went to the bank and got it.

He said he never did that, but he falsified the deposit ledger. I'll show you that too. These damn thieves. They didn't refund my money for over 5.1 million won six times, and then they put the game money back in my account. They said that the 1.1 million won amount would be processed after 5 days. The counselors went around saying that they would refund it on the same day I requested the refund, but they said that if the refund doesn't work here, you have to wait 48 hours, but if 48 hours pass, I have to wait another week and 7 days. They lied to me and said that they refunded the money on the 22nd, two days later, and I got caught. After that, they closed all my account sessions, and my device seemed to be broken, so I lost all the bonuses I received. I couldn't collect the casino bonus, slot bonus, deposit bonus, and cashback. In fact, even though I played the game, the casino bonus wasn't collecting, but was disappearing. Anyway, this time, when I receive my money, I have to calculate it based on 1% of my slot bet, calculate the unpaid balance, and then receive it. Then, I have to collect the casino bonus and cashback. Then, I waited a day for the spin bonus, and it all disappeared. My money didn't arrive. Please, don't cheat me...

This is the first time. From this point on, they didn't exchange my money without saying anything, killed people, and refused to exchange 50, 30, 30, 20, and 15 bills behind my back, but they did accept my deposit. I have a screenshot of this, so please take a look. I will definitely get my money back. I'm so pissed. They kept deceiving me until the end, and when I got caught, the counselors told me to pick one a week and bring it to them. I'll send it to you in a few days. Thank you for your hard work.

Hello!

Your request is being processed.

Best regards, 1win team.

Still, it hasn't been processed. Also, I've never received anything like the 1% slot bonus betting amount, so please calculate that and send it to me. From the end of May to the end of July, my slot betting history will be 100,000,000,000 won, so please calculate it and send it to me right away. Please process this quickly...

No, these kids lie every time they open their mouths.

I have about 30 of these guys' accounts, so I'm going to report them to the police and say they're a scam. These guys lied to me and made me sign up for Kangwon Land.

Where should I report these guys?

You saw it last time too. They scammed people by saying they deposited money without actually depositing it.

Not only that, but they won't even exchange my money. Here's proof. Aside from this, there's another 1.1 million won note and another 300,000 won note. These guys don't even follow the rules they wrote down. They're not human. Is a place that holds up that much of my money and won't even exchange it really a casino? Where should I report these guys to stop them from doing business?

21892898jjo, I am not entirely sure I understand your issue correctly.

Dear 21892898jjo,

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.

Well, I haven't received any money yet. They scammed me by saying they sent money on July 22nd, even though they never sent it. They asked me to show them a receipt if they did send it, but they haven't even sent it. So I made a bet with the people I chatted with: 100x the amount I deposited. They all ran away. I told them they lied. They said they deposited money, but when I asked for a receipt, they all ran away. Please send the money quickly.

1win team, do you understand what is the issue here?

Hello, 21892898jjo!

We do not quite understand what your problem is.

Please tell me, specifically, did you have a problem with the withdrawal of funds or with the deposit?

We checked the information on the receipt that you provided, the funds were successfully credited to your game account.

We also did not find any problems with the withdrawal of funds. You successfully passed verification, after which you placed funds for withdrawal and they were successfully transferred to you.

What is the problem at the moment?

With respect, the 1win team.

Stop lying. You guys checked, reviewed, finished, and said you even sent the money on July 22nd. And now you're here again, saying you didn't know. Hey, you thieving bastards. We don't cheat our customers. You said that, and now you're lying. You're giving me a break. Like this. You said you sent the money. Why are you asking me to show you my account? If you sent it, just show me the receipt. You said you sent the money. What the hell are you talking about? You fucking swindlers.

Above. What did you write? Look. I wrote that it is being processed and now. For what reason? Grunge. I don't know. Fraud. How cool is it? Don't you remember that? You bastards of thieves. Money quickly . You bastards Okay, these are the words you used. You don't know, you little swindler.

Operating funds. These bastards are fraudulent. I'll sue them. Or... please let me know about the Casino Association. I need to report them and get them expelled from the Casino Association.

21892898jjo, if you have not received a withdrawal, you would need to prove it to the casino. Also, stop swearing or you will be banned.

No. How can I prove I didn't receive it? Please tell me, the sender. When and to which bank did you send it? How much? You said you sent it on July 22nd, but I haven't received it. Please tell me. If I received it, I'll give you 1,000 times the amount I've deposited to 1win. But if the deposit didn't go through, please give me 1 million won.

And. I requested a withdrawal. It was put back into my game account.

Makes sense. Does that make sense? And. So, please answer. The answer to this question.

Here. Red text. These are the exchanges I requested. Please explain each of these five exchanges. When and where. I sent the money. You said you kept sending them to me. Please tell me when and where. And how much total I bet on slots. Please send it to me. Please.

Well, players usually can prove that they have not received a withdrawal by submitting a statement for the account to which the withdrawal had been sent. Although, I do not understand how can you not know to which account you have made a withdrawal. If it was a withdrawal, you would request it yourself, if it was a refund of the deposit, you would receive it to the same bank account from which you have made a deposit.

Dear 21892898jjo,

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.

Look at me carefully. When I exchanged 30 30, they did it right away, but when I exchanged 110, they told me to wait 48 hours. After 48 hours, I had to wait another 7 days. They made excuses like that. In the end, they didn't do it. Those scammers. And they said they would review and return the money I sent by mistake, but even after the review was finished, they said they sent the money, but when the money didn't arrive, they asked me to send them a receipt, and they said they couldn't tighten the receipt. Is this normal? Please hurry and send me the money.

So, there is one withdrawal of 1 100 000 KRW which was cancelled, and one deposit of 300 000 KRW which was not refunded?

No, I didn't receive any red ones.

I asked for a currency exchange, but they didn't give me the money. They said they deposited it all in game currency. Without even saying anything to me. They said they deposited it in game currency unconditionally, so how can I ask them to exchange the money into real money? They deposited it back in game currency without saying anything. When I ask them when they deposited it, they can't tell me. Does this make sense? Please deposit it in real money quickly. Also, recalculate and deposit the bonus.

Dear 21892898jjo, I still do not understand what is the issue here. I have consulted with my team and we have found a solution. If you have any friend who speaks English, please, ask them to translate your message and send it here. I hope this will help us understand what have happened.

Okay. First of all, I'm a VIP member there. But I didn't receive any of the VIP benefits and instead suffered losses. It was a mistake from the start. They sent me a message, claiming to be from our country's Kangwon Land...

So I started playing the game, and even though I didn't receive my withdrawal money, the counselors told me not to worry and that I could play the game and that it would arrive within 48 hours. So I deposited money and played the game without even receiving the withdrawal money. I didn't even know it was a scam. The money didn't arrive even after 48 hours.

When I asked why it hadn't arrived, they told me to wait another 7 days. But when I told them to send the money, they just told me to wait. Then one day, out of the blue, they sent the money. When I told them it hadn't arrived, they said it was deposited as game money. Without even asking, they said it was over the limit. So when I asked when it was deposited, they said it was deposited on the day I requested a withdrawal. This is a scam in the first place. How can they say they gave me something I hadn't received even after waiting 48 hours? And they deleted all our conversations during that time. What kind of scam is this? Why do they say the system is broken when I request a withdrawal, but when I deposit, there's nothing wrong? Isn't this a scam?

And bonuses. I've never received a single bonus you guys claim to offer. I was even tricked into cashback, so I didn't even get the amount I deposited back... and as a result, the casino bonus... doesn't even increase... and they give you 1% on slot bets, right? Look, I've never received a bonus... and the free spins bonus. If I play and make money, it disappears after a day. My activation log is logged out, and I've asked them to turn it back on dozens of times, but they won't listen... Please send my money quickly. Please.

It's still Kangwon Land, and I'm getting messages like this

yo. this

Dear 1win Casino, could you, please, send player's transaction history to my e-mail: [email protected]?

Hello!

Our specialists are clarifying the information regarding your question.

Sincerely, the 1win team.

Yes, I did. I deposited money by mistake. You said your experts would review it and send it to me, and then you said the review was complete and sent the money. But you only said it. You never sent the money.

Just look at this. From the 1.1 million won exchanged, the red ones that were not exchanged are green.

Look at the fake Samunseok that these swindlers have made.

If I hadn't copied the original, it would have been over.

The one in front is the original. This is the document that the moving scammers are currently editing.

But, they manipulated the 200,000 won figure to 290,000 won to avoid paying 90,000 won.

Look at these guys lying

You lied to me and said you sent it without even sending it to me.

Dear 1win Casino, could you, please, send player's transaction history to my e-mail: [email protected]?

Hello!

Experts need more time to clarify the information based on the data provided.

Sincerely, the 1win team.

How much longer do I have to wait?

I can't trust these scammers.

Can you please tell me how to report it?

I'm sending you this additional information. I just checked it.

I asked if it was true that if I got caught cheating, they would charge me 100 times the deposit amount, and I answered

I do not know where you have got the information about paying 100x the deposit amount, but that is not true, and live chat did not confirm it to you.

Regarding your question of lodging a complaint with the regulator, 1win Casino is licensed by Curacao, but they do not have the complaint resolution process for the players, unfortunately.

Hello 21892898jjo,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1win Casino, please, let me know if there has been any progress and send player's transaction history to my e-mail: [email protected]. Otherwise, I will be forced close this complaint as unresolved, since there is no progress, and so far I do not see how we can either resolve or reject it.

Hello.

Specialists need more time to resolve your request.

Your request is under increased control.

I must close this complaint as unresolved since the casino ignored our request for a month. Dear player, I understand this isn't a satisfactory solution to your issue. However, the change in the Safety Index caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Also, The casino's license does not have any customer complaint services but you can still try to contact them via this e-mail: [email protected]. Please let me know if you need help with anything regarding the case or if casino will try to contact you ([email protected]). I am sorry I could not be of more help.

 

Best regards,

Pavel K

Casino Guru Team