The player from India faced a problem with a cryptocurrency withdrawal at 1win Casino, which had not been processed after 12 hours despite his account being fully verified and KYC completed. He did not receive a response from customer support. We informed the player that withdrawal processing could take up to 14 days due to various factors such as high withdrawal volumes or payment provider issues and advised patience. The player later confirmed that the issue had been resolved, and the complaint was marked as resolved in the system.
1win Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: 11,397 USD₮
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
On 8/23/2025, my withdrawal was declined by 1win Casino. The casino successfully completed my KYC, after which I received my withdrawal and my account was activated. However, I made a withdrawal via cryptocurrency on 15/6/2026, which has a completion time of 15 minutes, but it has been 12 hours since my withdrawal and my withdrawal has not been processed yet. Even though my account has been fully verified and KYC is complete, I spoke to customer support but have not received a response. Please help me
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1 month ago
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.
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1 month ago
Hello,
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 get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by a high volume of withdrawal requests, investigation of your gameplay, or payment provider issues. 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 since 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,
Veronika
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1 month ago
I have 11397 USDT in my gaming account. I have been granted VIP status by 1win Casino. I am a VIP member of 1win Casino. My withdrawal was declined once before. I was asked for documents for verification. I provided all the documents. My withdrawal and account were activated and I withdrew my funds. My account is fully verified. I made several withdrawals a few days ago and received them, but now when I had a lot of funds in my account, they suddenly stopped processing the withdrawal requests without any reason. My latest withdrawal was via the crypto method, which has a 30-minute completion time. However, my withdrawal hasn't been processed in two days. I'm attaching all the screenshots.
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1 month ago
I received an email from 1win Casino stating that I need to resubmit my documents for your KYC. I submitted the documents and completed the KYC via live video, and my KYC was successfully approved. However, my withdrawal is still not being processed, even though I am a long-time VIP member of 1win Casino. This is still happening to me.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Ks0157,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
