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

on the 15th of August 2026 I won an amount of 14,149.39gh ,I withdrew an amount of 5000gh and it came successfully onto my mtn wallet, after that I withdrew 5000gh again and it was successful ,so i waited for sometime and tried withdrawing 4000gh and suddenly got cancelled by 1 win which I don't know the cause,so I waited and tried withdrawing an amount of 4100gh the next day which is 16 August and it showed successful on the betting site but I was never credited in my mtn wallet,so I contacted customer care and I was told to wait for 24 hours and will reflect,I waited and it didn't and contacted customer care again, they told me to create an appeal at the transaction history on that amount 4100gh ,I created an appealed which I was asked to add my Bank statement showing I didn't receive any amount throughout the period I tried redrawing ,I gathered all the information and sent everything and an appeal named SP-1361906 was created for me,I was then told to wait for 72 hours for appeal to complete and it will update by itself,72 hours passed and no update and no funds were credited to me too,I contacted customer care what they told me is my case has been referred to the relevant department for further additional checks,I kept asking each day and I got the same response without any sign of them trying to pay,I have contacted MTN head office and they told me no such amount has been received by them so I should check with my betting company,they keep repeating the same messages in customer care chats asking me to wait and that it's still being checked by relevant team.so I am pleading for your assistance to help me withdraw my funds since it has been deducted from my betting account without any trace and they are failing to send it back into my betting account thank you 

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Dear Cybee20,

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 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

Ok thanks very much,I will wait and see. But I saw a same complain here by a person named Issahnasiru meaning it might be intentional from 1win.same complain and similar responses from customer service

I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Your previous screenshot showed 'Completed' as greyed out. I would want to check if that is still the case. Additionally, to get a comparison if that is also showing on your successful withdrawals, please post screenshots for both withdrawal requests of 4100gh and 5000gh.

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

Dear Cybee20,

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,

Jean