The player from Azerbaijan is facing an issue with a withheld withdrawal of 500 AZN from 1win Casino, which has been pending for 19 days despite completing the verification process. While he received part of his winnings, support has closed tickets without resolution and only states they are waiting for the payment provider's response.
1win Casino - Player's withdrawal is delayed.
Opened
Current status
Waiting for player to reply
6d 1h 39m 36s
1win Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
3 days ago
Translation
Complaint against 1win Casino regarding an unpaid withdrawal
On August 9, 2026, I won 1,250 AZN. The casino paid out 750 AZN, but the remaining 500 AZN has been withheld for 19 days.
I completed the verification process. As required, I provided a PDF bank statement and a video recording of my credit card. My first support ticket was registered under number SPP-1272180. When I checked it in the Telegram bots, the status was listed as "Successfully completed." However, when I asked in live chat what exactly this success meant and what the outcome was, my ticket was closed without a response and a new ticket was registered under number SPP-1325342.
Since that day, for 19 days now, the support team has given me only one answer: "We're waiting for a response from the payment provider." They refuse to provide me with the RRN transaction code and won't process the payment. I have all the screenshots and videos confirming my identity, successful verification, and the "Successful completion" notification from the bot.
I request your mediation to help me get the remaining 500 AZN from 1win Casino.
Automatic translation:
Public
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22 hours 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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22 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please clarify whether the withheld amount can be found on the screenshot you submitted?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
