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

I have a withdrawal of 4000 EGP from 1Foz Casino that was made 35 days ago, and the casino gave me a fake verification number (2999495406). I contacted my eMoney wallet customer service, and they officially confirmed that this number doesn't exist in their system and no money has been received. I have an official account statement (PDF) proving that not a single penny has been deposited in the last 35 days, and the casino's support team is stalling and giving automated replies. They are delaying the return of the money in person.

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.

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, or at least submitted any identity documents to this casino for verification?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?

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

Identity verification (KYC): Yes, my account is fully activated and I have submitted the required identification documents.

Games I played: All my winnings came solely from sports betting.

Bonuses: I played with my own real deposit money, without using any bonuses.

I look forward to helping you resolve the issue soon. Best regards!

Dear LidoAhmed2026

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, Maria (maria.b@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

Dear LidoAhmed2026,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

I’m sorry to hear about the difficulties you’ve experienced. If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I’m also inviting a representative from 1win Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 1win Casino,

Please provide detailed information regarding the player’s issue. Specifically, we would appreciate an explanation as to why the payment via eMoney has not been processed.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria

Hello!

We apologize for the inconvenience regarding your withdrawal of 4,000 EGP. We understand how frustrating this situation can be.

If the funds have not been received, please provide a recent account statement from the date of the withdrawal. This will help us expedite the investigation and ensure your funds are returned.

Thank you for your patience, and we will do our best to resolve this matter as quickly as possible.

Dear 1win Casino,

Thank you for your response.

The player has now provided the requested account statement. Could you please review the document and continue your investigation regarding the withdrawal of 4,000 EGP made via eMoney?

Once your review is complete, please update the player on your findings and any next steps regarding the withdrawal.

Thank you in advance for your cooperation. We look forward to your response.

Hello, unfortunately, screenshots of the statement won't work for us; we need the statement in PDF format. Could you please email it to us at support@1win.pro?

Hello Maria and 1win Representative,

​I have just sent the official PDF bank statement directly to support@1win.pro from my registered email address, exactly as requested.

​Please check your inbox and proceed with resolving the 4,000 EGP withdrawal issue.

​Thank you.

Dear 1win Casino,

The player has now provided the requested account statement again. Could you please proceed with the investigation of the player's withdrawal?

Once your review is complete, please update the player on your findings.

I have submitted all the requested bank statements in PDF format to 1win support multiple times, covering the entire period from June 13, 2026 to August 10, 2026.

ﻻ

However, she started stalling, requesting repeated personal statements and making excuses without resolving the issue or implementing my £4000 withdrawal campaign.

Can you broadcast and verify this with a 1win representative live?

Thank you for your support!

Dear LidoAhmed2026

If there is any new information or any updates regarding the payment, please let us know.

Dear 1win Casino,

As the player stated, according to Casino Support, the payment has not been processed due to an issue on the payment service provider's side.

If you have any new findings regarding the payment, could you please provide us with further information so that we can proceed with our investigation?

Thank you very much in advance.

Hello,

Thank you for your update. We understand your frustration regarding the delay with your funds.

We have sent you an email regarding this matter. Please check your inbox and respond to us with any necessary details so we can escalate your complaint and apply pressure for a resolution.

We appreciate your patience and are here to assist you.

Dear LidoAhmed2026,

If you have any new information or updates regarding the payment after providing the casino with all the necessary information, please let us know.

Thank you in advance.

Dear Maria,

Thank you for following.

I assure you that I have not received the withdrawal amount of 4000 Egyptian pounds yet.

In addition, 1win Casino requested a recent wallet statement from AskGamblers, and I provided them with the official statement in PDF format for the period from August 17 to 20, 2026, which clearly demonstrates that no funds have been deposited into my account. I have attached the same statement here for your review.

Please help in urging 1win to send me my money as soon as possible.

Best regards!

Dear 1win Casino,

Since the player has provided you with the requested details, could you please share your findings regarding the matter, as well as your statement based on the information submitted by the player?

Thank you for your cooperation.

Hello!

Thank you for your message. We are pleased to inform you that your withdrawal request has been successfully processed, and 4,000 Egyptian pounds have been transferred to your provided account details.

If you have any further questions or need assistance, please let us know. We are always here to help!

Contrary to 1win's statement that the withdrawal of 4000 Egyptian pounds has been processed, I have just generated a new e-wallet statement covering today, August 23, 2026.

As you can clearly see in the attached new bank statement, no funds have been added to my account.

Please keep this complaint open and request that 1win provide me with the correct payment reference number (ARN/transaction reference number) so that my service provider can track this transfer or release the funds immediately.

Best regards!

Dear LidoAhmed2026,

I understand your concern regarding the transaction reference number, which has not yet been provided, especially given the extended payment delay.

According to the latest information from the casino, the payment should already be in process. Please allow a few more days for the transaction to be completed and reflected on your side.

We kindly ask for a little more patience in the meantime. I will keep this complaint opened until your confirmation regarding successful withdrawal. If you receive any updates regarding the payment or are provided with the official transaction reference number, please let us know so we can assist you further.

Thank you for your understanding.

I will be closely monitoring my e-wallet over the next few days. As soon as the funds (EGP 4000) arrive, or if I receive any update or reference number from the 1win platform, I will inform you here immediately.

Thank you very much for your help.

Dear LidoAhmed2026,

As a few days have now passed, I would kindly like to ask if there have been any updates regarding your payment.

Thank you in advance for your response.

Dear 1win Casino,

We are following up regarding the player’s withdrawal, as the funds have not yet been received.

Could you kindly investigate this matter and confirm what may be preventing the withdrawal from being successfully processed? We would appreciate any relevant information regarding the current status of the payment, as well as the corresponding transaction reference number, if available.

Thank you for your cooperation. We look forward to your response.

Hello!

Our specialists are still working on processing your transaction, and no additional information or documents are required from you at this stage. We are continuing to review the transaction details to complete the processing correctly.

Once the transaction has been fully processed, we will update you and provide any other relevant details if they become available. We apologize for the extended waiting time and appreciate your patience.

Dear LidoAhmed2026,

As the casino stated, your transaction is currently being processed. I will keep this complaint open until you confirm that the withdrawal has been successfully received.

Please let me know as soon as you receive the payment or if the matter requires any further assistance.

We look forward to your reply.

Dear LidoAhmed2026,

As a few days have now passed since the casino officially confirmed your withdrawal ticket, I would kindly like to ask whether there have been any positive updates regarding your withdrawal.

Please let us know so that we can proceed further with the investigation, if necessary.

Thank you for your update, LidoAhmed2026.

Dear 1win Casino,

It seems that the player is still waiting for their withdrawal to be processed. Could you please provide us with an update on the status of the withdrawal and let us know when the player can expect it to be processed?

Thank you very much in advance for your cooperation.

Dear Maria,

We have sent you the transfer confirmations via email 

Dear LidoAhmed2026,

The casino has now provided me with confirmation stating that the 4,000 EGP withdrawal was successfully transferred.

To verify this against your account history, please send me an updated official eMoney statement in PDF format covering the withdrawal date up to the present. Since the document may contain personal financial information, you can also send it privately to maria.b@casino.guru.

Thank you for your cooperation.

Thank you for the update. I confirm that no deposit of 4000 Egyptian pounds has been received in my e-wallet.

I have sent the updated official statement in PDF format, covering the period up to today (September 22, 2026), directly to your email address. maria.b@casino.guru As required.

1win's confirmation is inaccurate. If they have indeed processed the transfer, please request an official transaction reference number/transaction reference number (ARN) receipt so we can verify it with my payment service provider.

Thank you very much for providing the account statement, LidoAhmed2026.

If you have any updates regarding the failed 1,000 EGP deposit, please let me know so that I can increase the disputed amount accordingly.

Dear 1win Casino,

I have received the payment confirmation you provided. However, it does not specify the exact date on which the withdrawal of 4,000 EGP was successfully processed.

Could you please confirm the specific date on which the payment was processed and sent to the player? This information is necessary so that we can compare the payment with the transactions shown on the player’s account statement.

Thank you very much in advance for your cooperation.

For your information: AskGamblers officially closed my complaint against 1win as unresolved because 1win completely failed to respond or provide evidence within the specified timeframe.

This confirms 1win's pattern of ignoring official claims and withholding players' funds. I am awaiting their response regarding the processing date/Account Reference Number (ARN) to withdraw 4000 Egyptian pounds and deposit 1000 Egyptian pounds (total: 5000 Egyptian pounds).

Dear 1win Casino,

I would additionally like to mention that the player would like to include a failed deposit of 1,000 EGP from 14 June 2026. The payment appears successful on the player's side but canceled on the casino's side. Could you please investigate and confirm what happened to these funds?

The exact processing date of the 4,000 EGP withdrawal also remains outstanding.

Thank you.

Hello!

Following an additional review, the payment provider confirmed that they did not receive the funds related to the deposit from 14 June 2026. WE kindly ask the player to provide additional information regarding this transaction, including transaction details from their bank and a video confirmation of the transaction from their banking application. This will allow us to initiate an additional investigation.

Regarding the 4,000 EGP withdrawal, unfortunately, we can no longer request additional information or reopen the investigation, as the appeal period has expired. The provider will not be able to provide any alternative confirmation. Based on the previous investigation, the withdrawal was successfully processed, and the provider provided confirmation of the completed transaction.

Dear 1win Casino,

According to your last message, it is no longer possible to request additional information regarding the 4,000 EGP withdrawal. However, the evidence provided so far does not appear to contain all the information necessary for us to properly assess the case and proceed with our investigation.

In this regard, could you please confirm the specific date on which the 4,000 EGP payment was processed and sent to the player? This information is necessary so that we can compare the payment with the transactions shown on the player's account statement and properly assess whether the disputed funds were received.

Regarding the disputed 1,000 EGP deposit, the player has now provided the requested video confirmation showing the payment being sent. Could you please review this evidence and continue the investigation with the payment provider?

If you consider the player's evidence invalid or maintain that the 1,000 EGP payment was not received, please provide us with any available supporting evidence confirming that the payment was not received by the relevant gaming account or payment provider on June 14, 2026.

Thank you very much for your cooperation. We look forward to your reply.

Dear Maria,

We have sent you an email with details relevant to this complaint.

Please review it at your convenience.

Dear LidoAhmed2026,

I am contacting you regarding your disputed 4,000 EGP withdrawal from 1win Casino.

The casino has informed me that, according to its payment provider, an official receipt confirming the successful payout has been issued, along with a transaction ID associated with the payment. At the casino's request, I am sharing this information with you privately via email, as it cannot be disclosed publicly in the complaint thread. You may contact your wallet provider's customer support with this transaction ID to request further information about the payment and whether it was credited to your account.

Dear 1win Casino,

Thank you for your response.

Regarding the 1,000 EGP deposit:

I would like to clarify the situation concerning the two-week review period. You previously requested additional transaction details and video confirmation from the player to investigate the missing deposit. However, you are now stating that the review period has expired and that no further investigation is possible.

Could you please clarify when exactly this two-week period began, when the additional evidence was requested, and what deadline was communicated to the player?

I find it difficult to reconcile your request for additional evidence with the subsequent refusal to investigate due to an expired deadline. I would therefore appreciate a clearer explanation of this situation and whether the deposit can still be investigated.

Regarding the 4,000 EGP withdrawal:

Thank you for providing the transaction ID. I have shared it with the player privately, as requested.

However, I would like to reiterate my previous request for the exact date on which the 4,000 EGP withdrawal was processed.

This information is essential for comparing the alleged payout with the transactions shown on the player's account statement and determining whether the funds were actually credited to the player's account.

I would appreciate it if you could provide this specific date, as it is necessary to move the investigation forward.

Thank you for your cooperation. I look forward to your clarification on both matters.

Dear LidoAhmed2026,

Thank you for your update and for contacting e& money regarding the disputed 4,000 EGP withdrawal.

To help me investigate this matter further, could you please provide written confirmation or a screenshot of your communication with e& money customer support showing that the transaction reference number could not be found in their system?

This evidence would help me verify the information you received and address the matter with the casino more effectively.

Thank you for your cooperation. I look forward to your reply.

Thank you very much for providing the account statement, LidoAhmed2026.

We will also take this evidence into consideration when reviewing your case. In the meantime, I would kindly like to ask the casino to respond to my previous message.