1win Casino - Player’s winnings of $48,000 are being withheld.

Subject: Formal Complaint – Withheld Winnings of $48,000 by OneWin

I am submitting this formal complaint regarding a serious issue with the gambling operator OneWin.

I won a total amount of $48,000 on the OneWin platform. After the winnings appeared in my account, the funds suddenly disappeared / were withheld without a valid explanation. I immediately contacted OneWin support.

Their response was that the issue would be resolved within 7 days, however more than 7 days have passed, and no action has been taken. I only receive repeated, generic responses, and my winnings have still not been credited or withdrawn.

I have fully complied with all rules, including account verification (KYC), and I have not violated any terms of service. Despite this, OneWin continues to withhold my legitimate winnings.

This behavior strongly suggests unfair treatment of players and potential fraudulent activity. Withholding a large sum such as $48,000 without justification is unacceptable.

I respectfully request:

Immediate investigation of this case

Full payment of my winnings

A clear written explanation if they claim any violation

If this issue is not resolved promptly, I will escalate this complaint to licensing authorities, payment providers, and public review platforms.

I am ready to provide all supporting evidence, including screenshots, account ID, transaction history, and communication with OneWin.

Sincerely,

[Gagik]

[G. S.]

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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.

• Are you able to see these winnings recorded in your gaming history? If so, please send us screenshots of your gaming history showing the bets placed and the related outcomes.
• Additionally, do you have any other evidence of this win besides the screenshots already submitted with your complaint? At this stage, we would need more information to verify that the winnings belong to your account, as the provided images do not show identifiable details such as account information, dates, timestamps, or confirmations. If you have any video recordings or other supporting materials that could help confirm the win, please share them with me at veronika.f@casino.guru.

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

Subject

Re: Supporting evidence for my complaint 

Hello,

Sorry for the inconvenience. I have already sent all the evidence I have to your email address and I am currently waiting for your response.

Thank you very much for supporting me in this matter. I would kindly ask if it is possible to resolve this issue as soon as possible. Thank you in advance for your understanding 😊

Best regards,

Gagik

Could you please confirm whether the winnings you are claiming are visible in your gaming history and should still be available in your casino account? Please note that the screenshots you provided are not sufficient for us to proceed with the complaint at this stage.

For the complaint to be reviewed properly, we need to see that the bets were approved by the casino system and that both the bets and their results are clearly visible in your gaming history.

Dear Mrspo,

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