1win Casino - Player's withdrawal has been confiscated.

1win - Unresolved Withdrawal of 2000 EGP via Official Deposit/Withdrawal Agent (Speed Cash)

​User ID: 364827845

Amount: 2000 EGP

Date of Incident: Yesterday

Payment Method: Speed Cash (Official Deposit/Withdrawal Agent listed inside 1win Cashier)

​Complaint Text:

​Dear Casino Guru Team,

​I am submitting a formal complaint against 1win regarding an unresolved withdrawal of 2000 EGP that was confiscated through their officially integrated cashier system.

​Summary of the Issue:

​Yesterday, I initiated a withdrawal request of 2000 EGP using "Speed Cash," which is an official payment option listed directly inside the 1win cashier interface.

​Following the platform's protocol, I was redirected to communicate with the agent via WhatsApp to complete the payout.

​After providing my details, the agent manually marked the transaction status as "Paid / Completed" on the 1win system without transferring a single pound to my mobile wallet.

​Immediately after marking it paid, the agent blocked my phone number on WhatsApp.

​I contacted 1win Live Support, but they deflected responsibility and referred me to their Agent Management team on Telegram. The Telegram team took all my information and evidence but has completely failed to resolve the issue or process my payment.

​Since "Speed Cash" is an authorized and official option provided inside 1win's deposit/withdrawal cashier, 1win holds full responsibility for the fraud committed by their designated agent.

​Evidence Available & Ready to Upload:

​PDF Statement: Full transaction history log exported directly from my 1win account showing the withdrawal status.

​Video Proof: A full screen recording showing the WhatsApp chat, the agent's number, the transaction details, and the instant block.

​Screenshots: Proof of the WhatsApp conversation and block.

​Wallet Statement: Proof showing no incoming transfers of 2000 EGP were received during or after this transaction.

​I request 1win to investigate their agent "Speed Cash" and immediately credit the 2000 EGP back to my account or process the payout to my wallet.

​Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Mohamedm,

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 be 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 within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear Tomas,

Thank you for your response and for looking into my complaint.

I would like to clarify that my account is fully verified (KYC compliant), and the withdrawal request was approved by the casino. However, [insert number, e.g., 14 days / several days] have already passed since the request was made, and I have not received the funds yet.

I will wait until the 14-day standard period from the request date is completed. If the funds do not arrive by then, I will immediately update this thread so you can intervene with the casino.

Best regards,

​I contacted the 1Cash agents' support team and provided all the requested videos and proofs. Despite sending everything, they still haven't resolved the issue and keep making excuses, coming up with something new every time.

​Now they are claiming that I withdrew the money and asked their agent to transfer it back to the account. Why would I withdraw the money just to deposit it again? That makes no sense—if I had received the money, I wouldn't have asked to deposit it back! All I asked for was clear proof showing that the money actually reached my account, which they failed to provide. Instead, they are stallling and asking for a video of me making the initial deposit, which has nothing to do with this issue.

Dear Casino Guru Team,

​I am writing to submit a complaint regarding a delayed withdrawal issue with the 1win casino.

​It has been 14 days since I requested my withdrawal, and I still haven't received my funds. I have already contacted their customer support multiple times and provided all the requested documents and information, but my issue remains unresolved, and they have not provided a satisfactory solution.

​I kindly request your assistance in intervening to help me resolve this matter and receive my payment.

​Thank you for your time and help.

​Best regards,

Thanks for the updates.

Kindly provide your communication with 1win casino support when you contacted them about the issue.

Kindly confirm that your player's account is accessible and currently doesn't require further verification.

Please provide screenshots here or send the information to my email at tomas@casino.guru

Thanks in advance for your cooperation.

Dear Mohamedm,

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,
Tomas
Casino.Guru