1win Casino - Player's withdrawal has not been received.

Hello,

I would like to submit a complaint regarding a missing casino withdrawal payment.

The casino operator confirmed that my withdrawal was successfully processed and sent, however, the funds were never received on my side.

This case is not related to sports betting. The issue concerns casino balance and a casino withdrawal transaction only.

Despite multiple attempts to clarify the situation with the casino, I have not received any valid proof of payment (such as a transaction confirmation, payment reference, or bank/provider receipt).

I am kindly requesting assistance in investigating this missing payment and verifying whether the funds were actually sent.

If any additional information or documents are required from my side, I am ready to provide them.

Thank you for your time and support.

Kind regards,

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?
• When exactly did you submit the withdrawal request for ₮120,000 that you have not yet received?
• Which payment method did you choose for this withdrawal? Have you used this method to deposit into the casino before?
• Has the casino confirmed that the payment has been sent? If so, have they specified the date it was processed?

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

Hello Veronika,

Thank you for your reply and for looking into my complaint. Please find my answers below:

1.Yes, I have made successful withdrawals from this casino before using the same payment method without any issues.

2.I didn't submitted the withdrawal request for approximately 120,000 AZN ( Azerbaijan manat)on April 22, 2026.

3.I selected the same payment method that I previously used both for deposits and successful withdrawals on this casino.

4.Yes, the casino has confirmed that the payment was sent and marked as "Successful" in my account. However, I have not received the funds in my bank account. The casino claims the payment was processed, but no exact confirmation or proof of transfer was provided to me.

Despite the withdrawal being marked as successful, the funds have not arrived, and the casino has not provided any official payment confirmation document.

I am ready to provide any additional information if needed and appreciate your assistance in resolving this matter.

Best regards,

İlkin

I am writing to formally escalate my complaint regarding 1win, as their explanations regarding my missing funds have been inconsistent, contradictory, and misleading.

Initially, 1win claimed that I had successfully withdrawn 120,098 AZN (Azerbaijan Manats). I immediately informed them that this was incorrect and that I had never made such a withdrawal. In response, they requested that I provide a bank statement to prove this. I fully complied and submitted the official bank statement, which clearly shows no such transaction ever took place.

After reviewing the bank statement, instead of resolving the issue, 1win changed their explanation again. They now claim that the funds were removed due to a technical error from the game provider Amatic, and therefore, my balance was deducted.

This sequence of responses raises serious concerns, as 1win continues to shift responsibility and provide new justifications only after their previous claims were proven to be false. I firmly believe that 1win is deliberately misleading me in an effort to avoid returning the funds to my gaming account.

I respectfully request that CasinoGuru treats this matter with the seriousness it deserves. Please apply legal and regulatory pressure on 1win to ensure transparency and fairness. I am requesting that they either provide undeniable proof of the payment or return the disputed funds to my account immediately.

I am ready to provide all supporting documents, including my bank statement and the PDF sent by 1win referring to the alleged Amatic error.

Thank you for your attention to this matter. I look forward to your prompt assistance in resolving this issue.

Best regards,

Ilkin

[email hidden by Casino Guru]

Thank you for keeping me updated.

Could you please specify which Amatic slots you played to accumulate your winnings, as well as the exact dates when you played them?

Additionally, kindly forward all communication between you and the casino’s customer support regarding the technical issues with the Amatic games, along with any other evidence that could be relevant to the investigation of your case, to veronika.f@casino.guru.

Dear Veronika,

Thank you for your message.I had already send an email

Please find the requested information below:

1. Amatic slots played and dates:

I played several Amatic games during April 2024, primarily on April 18, 2024, which is when my balance reached 120,098.15 AZN.

The Amatic slots I remember playing include:

Lucky Joker 10 extra

(Unfortunately, I do not have access to the full game history anymore, as my account was temporarily blocked and later reopened with a zero balance.)

2. Communication with casino support:

I am attaching all available email and chat correspondence between myself and the casino’s customer support regarding this issue. These messages show that:

First, the casino claimed I had successfully withdrawn the full balance.

After I denied this and provided a bank statement, they stated that the balance was removed due to a technical issue allegedly caused by Amatic.

I was never provided with any player-specific or technical evidence proving that my winnings were invalid.

3. Additional evidence:

I am also attaching:

My bank statement confirming that no withdrawal of 120,098.15 AZN was ever received

Screenshots and PDFs provided by the casino related to the alleged Amatic incident

If any additional information is required from my side, please let me know and I will cooperate fully.

Kind regards,

İlkin S.

Casino Username: ilkin500

Registered Email: [hidden by Casino Guru]

Dear First.brave,

On 17–18 April 2026, several Amatic slots experienced a technical malfunction, which resulted in unjustified winnings for a number of players.

This issue was confirmed by the game provider itself, and we have also received this confirmation directly. In addition, there are multiple publicly available reports online regarding this incident.

Therefore, unfortunately, the winnings credited to your account were not valid. I hope this helps clarify the situation.

For the reasons mentioned above, we are now proceeding to reject this complaint. Thank you for your understanding. I am genuinely sorry that we could not assist you further in this case, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you encounter any problems with this or any other casino in the future. Whether it is a question, concern, or a new issue that needs to be reviewed, our team will be happy to assist you.

Best regards,

Veronika