The player from India had requested a withdrawal of 10,000 on 16/10/2025, which showed as successful, but he had not received the funds in his bank account. He had sent his bank account details and requested assistance in resolving the issue. We facilitated communication between the player and the casino, who confirmed the withdrawal had been credited to the details provided but suggested the player might have entered an incorrect IFSC code, potentially causing the funds not to reach his account. Despite multiple requests and submission of bank statements and a video recording, the player did not receive the funds or a refund to his game wallet. As both the player and casino provided evidence supporting their claims, we were unable to assist further and recommended the player contact his payment provider to attempt to recover the funds. The complaint was then closed.
1win Casino - Player's withdrawal has been delayed.
Unjustified complaint
Amount: 10,000 INR
1win Casino
Safety Index:HighCase summary
Hello casino guru team and I win team please help me My id ID 53213793 I withdrawal 16/10/2025 10000withdrawal successful but not received my withdrawal money.
I send bank account statement bank response later but details, please help me sir I can send bank statement.
Please help me sir My ticket resolved but not received my money bank account ya refund my money back game wallet my ticket PMNT-3809766 complete please help me I can send bank statement and bank response later but not help my account password [hidden by Casino Guru]
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.
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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.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification?
- Did you accumulate your winnings with or without a bonus?
- What types of games did you play? Were they slots, live casino games, or did you place bets on sports?
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
I am writing to escalate my unresolved transaction issue and to request your urgent assistance.On 16-10-2025, I made a transaction to my 1win account which, to date, has not been credited.
In contrast, the transaction made on 16-10-2025 was successful and is clearly reflected in my account, with the UTR mentioned in the bank’s reply (screenshot attached).
However, despite repeated requests, your customer support has not provided the UTR for the failed transaction. Instead, they are only raising tickets for my successful transaction, which is not helpful in resolving the actual problem. This lack of support and clear communication is highly disappointing.
Dear Anju8634
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, Peter (peter.c@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,
Veronika
Hello there,
Thank you Anju8634 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
Hello!
We've verified the information regarding your request.
For request PMNT-3840161, the withdrawal has been successfully credited. For more details, please contact us via our website chat.
Sincerely, the 1win team.
Thank you very much for the update 1win Casino representative.
Dear Anju8634, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Please help me casino guru team my withdrawal failed why not refunded my money back game wallet I win chat customer support services only missliding information not give me proper information provided date and time customer support tell me my IFSC code wrong but transaction seuessful
plese help meThank you for the update 1win Casino representative. Would it be possible to provide me with confirmation of the transaction for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
Hello!
Our specialists are still working on your request. Once the review is complete, we’ll be glad to help you resolve the issue.
Sincerely, the 1win team.
Hello casino guru team please help me
I send all documents bank response later bank account statement pdf not give me my money I win team not help me very bed service. My all tickets request resolved but give me my money
Hello!
To successfully confirm your withdrawal, we ask that you provide a video demonstrating the following steps:
Log in to your mobile banking app using your credentials.
Open the "Transaction History" section in the app.
Find and select the relevant withdrawal from the list of transactions.
Open the details of your selected withdrawal method to verify the details.
This video will help us quickly and accurately confirm your withdrawal, ensuring the security and efficiency of our services.
Sincerely, the 1win team.
I can't use mobile banking app net banking not use I use whatsapp banking
Hello casino guru team please help me i send bank statement pdf and bank response later or passbook printing not received my money withdrawal unsuessful not refunded my money only ticket request raise next day resolved but not checked only missliding information data give me my money back
Hello,
We understand how worrying it feels when a withdrawal shows as successful but has not arrived in your bank. Your request was recreated, but the provider requested an additional verification step to complete the check. To move forward, please record a short video from your bank’s website following these steps:
– Log in to your online banking.
– Open the **Transaction History** section.
– Find and select the withdrawal from **16-10-2025**.
– Open the detailed view of this transaction so all information is visible.
Your personal data will remain confidential and used only for verifying the payment status.
Once this video is provided, the team will be able to continue the review.
Hello casino guru team please help me i send bank statement pdf and bank response later or passbook printing not received my money withdrawal unsuccessful not refunded my money I am not using net banking why I provide my net banking withdrawal history
Dear Anju8634, for swift resolution, I would recommend following the steps the casino has shared and providing them with the requested screen recording to continue with the process. The casinos have to follow Privacy Policy regulations, and therefore, all your personal information will be kept confidential. Thank you in advance for your cooperation!
Hello casino guru team and I win team please give me some time I send my bank account short video 2 day time
Dear Anju8634,
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.
Hello casino guru team i send video recording my bank login but not solved my issue
Hello!
To resolve this issue as quickly as possible, we have already sent a request to clarify the status of your transfer and will contact you as soon as we receive a response. Thank you for staying with us and believing in us — it really means a lot.
We fully understand your concern and apologise for the delay. Customer trust is our top priority, and we make every effort to justify it.
Sometimes the reason may be temporary technical glitches or increased load on the payment system side. If the funds do not appear in your balance, please let us know and attach a statement from your account. Let's resolve this issue together!
I win withdrawal sucessful 10000 give me 3 failed transaction Utr. 746352739721
Utr 101724868635.
Iwin team very bed service scam me not give me my money fake utr provide me missliding information data not give me my moneyWe would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Translation
Hello!
We understand how important receiving your money is to you. Therefore, we have resubmitted your withdrawal request for review.
We will inform you immediately as soon as there is news regarding your request.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Hello!
Our specialists have checked the status of this request based on your previous inquiries, and unfortunately, the result remains the same. The funds have not been returned to the provider, and the withdrawal was successfully directed to the details you provided.
However, we noticed that you may have entered an incorrect IFSC code, which could have caused the funds not to reach your account. For further clarification and assistance, we recommend reaching out to our support chat, where our team will be happy to assist you with more detailed information.
My bank account not received this amount I am tired of this fraud site 1win team not good batting site app this is impossible withdrawal sucessful 99% failed transaction utr provide me
Dear Anju8634, unfortunately, we cannot assist further in this case as both sides have provided us with evidence to support their claim. In situations like these, we are unable to help and can only recommend contacting your payment provider to attempt to restore the funds. We will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Kind regards,
Peter
