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

Hello. I registered at 1win in 2024 and have used my account exclusively for cryptocurrency transactions. All deposits and withdrawals were made in crypto without any issues.

In March 2026, the cryptocurrency withdrawal option completely disappeared from my account.

Support informed me that due to my account currency (BYN), withdrawals are now only available via bank cards.

I attempted several withdrawals to different bank cards, but all transactions were cancelled on the 1win side. My bank confirmed that no transactions were declined from their side. Support provides no clear explanation and only suggests trying again.

I have already successfully passed account verification (KYC), so there are no restrictions related to identity or compliance.

At this point:

- Crypto withdrawal is no longer available

-Bank withdrawal is not working

- No solution is provided

I am ready to confirm ownership of both my cryptocurrency wallet and my bank card if required.

I request:

1. Immediate processing of my withdrawal

2. Restoration of cryptocurrency withdrawal method, OR

3. A functional withdrawal alternative

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 Balen,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if you have been informed about any alternative method to withdraw your winnings? If so, do the withdrawals appear as pending in your account?

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

Best regards,

Attila

I've repeatedly asked 1win support to help me withdraw to my bank card or provide any working alternative withdrawal method. In response, I receive the same responses: my payment was rejected by the payment system and I need to try again. I've tried more than 10 times (including using different banks), and I think it's pointless. The bank I want to withdraw to has informed me that no attempts were made to credit my account, and therefore, no payments have been rejected.

All my requests for withdrawals to my bank card are changing very quickly, even though I withdrew cryptocurrency easily and quickly just three weeks ago.

I don't see the slightest desire on 1win's part to help me.

Hello Balen,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Balen,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hello. The correspondence with 1win support was in Russian. I also created a parallel thread on askgambler. There's more informative correspondence in English there, and perhaps you'll find it useful.

https://www.askgamblers.com/casino-complaints/1win-casino-withdrawal-blocked-after-removal-of-cryptocurrency-method

Thank you for your assistance

Dear Balen,

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, Michal (michal.k@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,

Attila

Dear Balen,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I understand that the availability of payment methods can vary across jurisdictions and that certain options may be discontinued over time due to regulatory or operational constraints beyond your direct control.

That said, it remains important to ensure that players have access to a reliable and practical method for withdrawing their winnings. While I acknowledge your statement that there are no restrictions on the player’s account from your side, the current situation appears to leave the player without a suitable withdrawal option.

In this context, I would kindly encourage you to consider offering the player an alternative, commonly accessible payment method to facilitate the withdrawal. This would help ensure a fair outcome and a smoother resolution for all parties involved.

If there are any other relevant details or circumstances to this case that cannot be shared publicly, you can provide them directly to me at michal.k@casino.guru for an independent assessment.

Hello!

At the moment, an alternative withdrawal method cannot be provided on an individual basis. Available options depend on the current payment systems integrated into the platform. Our team regularly works to expand and maintain stable withdrawal methods, and all available options for your region are always shown on the website. There are no restrictions on withdrawals from our side.

For now, you can try repeating the withdrawal request using one of the available options. We are sorry for the inconvenience.

Hello,

Multiple withdrawal attempts (already several dozen), made to the only remaining available method - bank card have been automatically declined shortly after submission. This situation arose after you removed the previously stable withdrawal method that had been working for several years - cryptocurrency - without any clear explanation or justification, leaving only one available option.

Despite my numerous requests, no clear explanation or reason for these repeated declines has been provided. Likewise, no evidence has been presented to show that my transactions were lawfully rejected or restricted.

Support responses remain generic and do not address the core issue.

At this stage, there is no transparency regarding:

• the real reason for repeated withdrawal rejections
• the status of payment processing
• any supporting logs or evidence of alleged "operator-side rejection"

I would also like to ask Casino Guru staff to verify the information provided by 1win regarding alleged operator-side rejection of withdrawals, and to confirm or refute it based on factual data and transaction logs.

In my view, this looks like a systematic blockage or delay of withdrawals without proper justification or documented evidence.

Dear 1win Casino,

Thank you for your previous response.

Following the player’s latest update, the matter appears to require further more thoughtful clarification and consideration. The player states that multiple withdrawal attempts—reportedly several dozen—via the only currently available method (bank card) have been automatically declined shortly after submission. This situation arose after the removal of a previously functional withdrawal method, leaving the player with a single option that, in practice, does not appear to be working.

While you have indicated that there are no restrictions on withdrawals from your side, the repeated and consistent rejection of withdrawal requests suggests that there may be underlying technical, processing, or provider-related factors affecting these transactions.

In order to proceed with an objective assessment, I kindly ask you to provide clarification on the following:

• the specific reason for the repeated automatic rejection of the player’s withdrawal requests,
• whether these rejections originate from your system, a payment provider, or another intermediary,
• confirmation as to whether the currently available withdrawal method is fully operational for this player and region, and
• any relevant logs, timestamps, or internal records that would substantiate your position.

From a fair practice perspective, it is essential that players are not only theoretically provided with withdrawal options, but are also able to successfully use them in practice. A situation where all attempts are consistently declined, without clear explanation, raises legitimate concerns that the player is intentionally put into this situation.

If any of the requested information cannot be shared publicly, please feel free to provide it directly to me at michal.k@casino.guru for an independent review.

Hello!

We have requested the information in question from our specialists and are currently awaiting a response so we can analyze the situation in more detail. As soon as we receive the necessary data, we will get back to you immediately.

We apologize for the delay and thank you for your patience.

Dear 1win Casino,

I eagerly await your prompt reply or, preferably, the processing of the player's withdrawal through a dependable payment method.

Hello!

I understand your situation and your frustration. However, unfortunately, our support team is currently unable to process a withdrawal request from your account. I recommend trying to withdraw funds again using your bank card. If you encounter any issues, please let us know, and we’ll do our best to help. Thank you for your patience.

Dear Balen,

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.

Hellо

The situation remains unchanged — the withdrawal has not been completed and I have not received the funds. The casino continues to give generic responses without any specifics and does not explain the reasons for the rejected transactions.

Also, no alternative withdrawal method has been offered to me. At the same time, dozens of my withdrawal requests have already been rejected without any explanation.

Could you please confirm whether you have received from 1win any evidence regarding the transactions (logs, reasons for rejection, and other supporting data), or have they still not provided any concrete information?

I am ready to provide additional screenshots or correspondence if needed.

Thank you.

Dear Balen,

Sadly, I have received no evidence regarding the unsuccessful transactions. No logs, clear reasons for rejection, or other supporting data were provided to me.

Dear 1win Casino,

While I acknowledge that unforeseen technical or payment-processing issues may occasionally occur, the present situation has persisted for a considerable period of time without what appears to be adequate corrective action from your side.

It remains the operator’s responsibility to ensure that reliable and functional withdrawal methods are available to players at all times.

From a fair practice and consumer protection standpoint, it is essential that withdrawal options are not only formally available within the system but also practically usable by players in a consistent and effective manner. A situation in which all withdrawal attempts are repeatedly declined without a sufficiently clear explanation or an effective alternative solution naturally raises legitimate concerns regarding the fairness and proportionality of the process applied to the player.

I therefore respectfully ask you to provide a workable resolution enabling the player to successfully withdraw their funds without additional unnecessary delay.

Hello!

From our side, we do not influence withdrawal cancellations made by the payment system, and unfortunately, we are unable to provide more detailed internal data regarding such decisions. However, there are no restrictions on your account from our side. In situations like this, withdrawals usually need to be retried until one of the attempts is processed successfully by the payment provider.

Providing an alternative withdrawal method on an individual basis is not available in this case. Our specialists continuously work on expanding and maintaining stable withdrawal methods on the platform to ensure a more consistent experience for users.

Thank you for your response, however it does not resolve or explain the core issue described in my complaint.

At this point, the situation is as follows: dozens of my withdrawal requests to my bank card have been submitted, and none of them have been successfully processed. All attempts have either been rejected or left without completion, without any specific reasons, explanations, or any supporting transaction evidence being provided.

In practice, I am being asked to endlessly repeat withdrawal attempts with no timelines, no guarantees, and no transparent explanation for the repeated rejections. This approach cannot be considered a normal processing of payouts and creates a situation where my access to funds is effectively blocked.

The statement that there are no restrictions on my account does not match the actual situation: after dozens of withdrawal attempts, no transaction has been successfully completed. This means that access to my funds is effectively impossible, despite the formal claim that there are no restrictions.

Additionally, the refusal to provide an alternative withdrawal method despite the systematic rejection of requests further reinforces the situation in which I have no real way to access my own funds.

Despite my numerous attempts to resolve the issue, as well as direct requests from Casino Guru, 1win has still not provided any verifiable evidence regarding the rejected transactions, including transaction logs, payment provider responses, or specific reasons for the refusals. Instead, only generic and template responses continue to be provided, without any supporting evidence.

At this point, the situation no longer appears to be a technical issue or a delay. It appears to be a systematic and non-transparent withholding of funds without providing evidence, timelines, or any functional mechanism for resolution.

Dear Balen,

Thank you for outlining your concerns. You have raised several valid points that warrant careful consideration, and I can agree with a number of the observations you have made.

Dear 1win Casino,

As I already mentioned, I understand that unforeseen technical or payment-processing issues may occasionally arise; it ultimately remains the operator’s responsibility to ensure that reliable and functional withdrawal methods are available to customers. From a procedural standpoint, the responsibility for facilitating successful payouts rests with the casino operator.

At present, it appears that deposits can be processed without issue, whereas difficulties arise specifically in relation to withdrawals. From a fair practice and consumer protection perspective, it is important that withdrawal methods are not merely technically listed as available, but are also practically accessible and operational for players in a consistent and effective manner.

A situation in which repeated withdrawal attempts continue to fail without sufficiently clear explanations or without the provision of a workable alternative solution understandably raises legitimate concerns regarding the fairness and proportionality of the process applied to the player.

In light of this, I would respectfully ask you to provide a practical resolution that enables the player to successfully withdraw their funds without further unnecessary delay.

Should the situation remain unresolved without reasonable justification or meaningful progress, we may have to conclude that the player is being prevented from accessing their winnings in a fair and timely manner. Such a practice would not align with standards of fair gambling, and the complaint could consequently need to be closed as Unresolved – Unreasonable excuse from the casino.

This is certainly not an outcome we would prefer, and I therefore remain hopeful that a cooperative and player-oriented resolution can still be achieved.

Hello, Thank you for your message and detailed explanation of the situation. We understand your frustration and disappointment. Unfortunately, if the payment system declines the transaction, there is nothing we can do about it. We are continuing to work on finding a solution. We appreciate your patience and hope that the issue will be resolved shortly.

Dear Balen,

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.

I have not received any payouts, as none of my more than 50 withdrawal attempts through 1win have been successful.

No alternative withdrawal method has been offered to me, and I continue to receive repetitive responses advising me to simply keep retrying.

At this point, it appears to me that 1win has no intention of paying out these funds and is using alleged "technical issues" as an excuse. Furthermore, no evidence has been provided that the transactions are actually being rejected by the payment operator.

Hello!

Unfortunately, if a transaction is declined on the payment system’s side, the processing depends on the provider’s decision. We are still clarifying information regarding your situation.

We’ll return with an update as soon as we receive the details.

Dear 1win Casino,

I look forward to your prompt response or, preferably, to the successful processing of the player’s withdrawal through a reliable and functional payment method.

Hello!

We are currently clarifying information regarding this situation. The request is still in progress, and we are already working with the responsible team to receive the final update.

At the same time, unfortunately, we cannot influence the availability of payment methods from our side. As soon as we receive additional information, we’ll return with an update.

Hello Balen,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1win Casino,

Could you please let us know whether there have been any developments regarding the provision of a fully functional payment method that would enable the player to withdraw their winnings?

If any alternative solutions have been proposed or implemented to facilitate the withdrawal process, I would appreciate it if you could provide an update so that we may assess whether the matter is progressing towards a satisfactory resolution.

Hello!

We checked the situation again with our specialists. At the moment, the recommendation remains the same — we recommend creating a new withdrawal request using one of the payment methods currently available in the user's account.

Available withdrawal options are generated individually and may change depending on your region, connection settings, and other technical factors. Because of this, we cannot manually adjust or view the exact list displayed on your side. We also see that no new withdrawal attempts have been made recently.

The response from 1win is not relevant to the subject of the dispute and does not resolve the core issue — the non-payment/delay of my withdrawal request.

Instead of addressing the specific pending transaction, 1win suggests creating a new withdrawal request and refers to "available payment methods" and "technical/regional factors". This effectively shifts responsibility away from 1win and onto the user and unspecified third parties, with whom I have no contractual relationship.

At the same time, the operator has not provided: the status of my current withdrawal request, the reasons for its delay or failure to process, any evidence of technical impossibility to execute the payment, or any legal/regulatory justification for withholding the funds.

As a result, there is no factual or documented basis for the delay. The explanation provided is generic, template-based, and does not relate to my specific case.

In practice, the operator is avoiding its financial obligation by replacing it with instructions for repeated user actions that have no effect on the existing pending transaction.

Dear CasinoGuru representative, the dispute in its current form is not resolved on its merits, and the operator’s position contains neither evidence nor a concrete resolution regarding my withdrawal.

If all available enforcement measures on your side have been exhausted, I kindly request that this complaint be closed as unresolved due to the casino’s failure to resolve the issue.

I also ask that this case be taken into account when evaluating and updating the rating of 1win on your platform, as the operator is systematically failing to provide specific evidence and substantive resolution of financial disputes.

Additionally, based on your experience handling similar cases, I would appreciate your guidance on what external escalation channels (regulators, licensors, or other competent authorities) could be effectively used in such situations to protect player rights.

Dear 1win Casino,

As previously noted, we acknowledge that occasional technical or payment-processing issues may occur. However, it remains the operator’s responsibility to ensure that advertised withdrawal methods are not only formally available, but also consistently functional and accessible in practice, and the operator bears full responsibility for ensuring that withdrawal methods work properly in the context of real player transactions.

At present, deposits are being processed without difficulty, while withdrawal attempts are encountering persistent obstacles.

Furthermore, your decision not to provide any reasonable alternative verification or withdrawal solutions raises additional serious concerns regarding procedural fairness. In line with industry expectations, the responsibility for ensuring successful payout processing lies with the operator, and players should not be subjected to disproportionate or unavoidable barriers when attempting to withdraw legitimate winnings.

Given that no viable alternative withdrawal solution was offered to the player, despite the longer time frame granted, we do not consider your approach in this case to be fair. As a result, we are left with no alternative but to close this complaint as "Unresolved – Unreasonable excuse from the casino."

Please be advised that this classification will negatively affect your safety index rating and will be visible to other users as part of our player warning system.

Dear Balen,

Regrettably, despite our efforts to facilitate a fair resolution, the casino team has chosen not to engage with this matter in an adequate manner. As a result, I have no remaining option but to close this complaint as "Unresolved – Unreasonable excuse from the casino."

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and handle the matter appropriately, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further, you may contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Since the casino’s approach indicates a possible deliberate failure to provide a reliable withdrawal method, it could be worthwhile to escalate the matter for further assessment.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru

Dear 1win Casino,

As previously noted, we acknowledge that occasional technical or payment-processing issues may occur. However, it remains the operator’s responsibility to ensure that advertised withdrawal methods are not only formally available, but also consistently functional and accessible in practice, and the operator bears full responsibility for ensuring that withdrawal methods work properly in the context of real player transactions.

At present, deposits are being processed without difficulty, while withdrawal attempts are encountering persistent obstacles.

Furthermore, your decision not to provide any reasonable alternative verification or withdrawal solutions raises additional serious concerns regarding procedural fairness. In line with industry expectations, the responsibility for ensuring successful payout processing lies with the operator, and players should not be subjected to disproportionate or unavoidable barriers when attempting to withdraw legitimate winnings.

Given that no viable alternative withdrawal solution was offered to the player, despite the longer time frame granted, we do not consider your approach in this case to be fair. As a result, we are left with no alternative but to close this complaint as "Unresolved – Unreasonable excuse from the casino."

Please be advised that this classification will negatively affect your safety index rating and will be visible to other users as part of our player warning system.

Dear Balen,

Regrettably, despite our efforts to facilitate a fair resolution, the casino team has chosen not to engage with this matter in an adequate manner. As a result, I have no remaining option but to close this complaint as "Unresolved – Unreasonable excuse from the casino."

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and handle the matter appropriately, we will reopen the complaint, and you will be notified by email. In the meantime, if you wish to pursue your case further, you may contact the Curaçao Gaming Authority (CGA) and submit a complaint to them via email at complaints@cga.cw.

Although CGA currently does not handle individual disputes between players and gaming operators, they may review the situation for potential violations of law. Since the casino’s approach indicates a possible deliberate failure to provide a reliable withdrawal method, it could be worthwhile to escalate the matter for further assessment.

You might find our article How to submit a complaint to a regulator | Casino Guru useful. Please let me know how they respond at michal.k@casino.guru if you decide to pursue this option. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru