1win Casino - Player's withdrawal is delayed and unresolved.

Player ID: [redacted]

I submitted two separate withdrawal requests of 1000 EGP each through Etisalat Cash on 11 June 2026.

- First withdrawal: 11:10 PM

- Second withdrawal: 11:30 PM

Both withdrawals used the same payment method and the same wallet number.

At 11:25 PM on the same day, I received only one payment of 1000 EGP, even though both requests later showed "Successful" status.

Since then, I opened an appeal and uploaded my wallet account statement in PDF format, exactly as requested in their appeal requirements. I also contacted their so-called 24/7 customer support, and they told me to wait 72 hours because the issue would be resolved.

I kept contacting support repeatedly after the 72 hours had already passed, and all I kept hearing was: "Please wait." No action was taken on my appeal until 18 June.

Then I was informed that their decision was that I had supposedly received both transactions successfully. They sent me screenshots they called "proof of payment", while my wallet statement clearly shows that I only received one transaction.

What confuses me is this: if you had already decided I received both payments, why ask me for a wallet statement and make me wait all that time?

On top of that, my experience with customer support was extremely poor. The live chat system itself felt unreliable. Messages often did not appear in real time and there were delays. Sometimes support had already replied, but the message would not show while I was still in the chat. I had to leave and reopen the chat just to see that a reply had already been sent.

Communication was also confusing because many responses seemed unrelated to what I was actually asking. I would ask about my dispute regarding the missing withdrawal payment, and I would receive responses talking about deposits or unrelated waiting periods. It often felt like my issue was not being properly read or understood.

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Stay safe.

Dear ahmedg,

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 fully understand the situation.

• Is your account fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Do I understand correctly that you still have not received one of your withdrawals made on June 11, 2026 worth 1000 EGP?
• Please forward your wallet account statement that you sent to the casino to jean.s@casino.guru. If it's more convenient, you can also posts screenshots here.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

However, the screenshots shared are unfortunately too blurred for us to properly review the details. Could you please provide higher-quality images is clearly visible?

Please send them via email to jean.s@casino.guru.

I sent them.

Dear ahmedg,

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, Lucka, (lucia.s@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,

Jean

Hello ahmedg,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello!

We apologize for the inconvenience you've experienced. Your withdrawal request has been successfully processed and the funds have been transferred to the provided details. If you need, we can also send the transaction receipts to the moderators via email. If you have any further questions or concerns, please let us know, and we’ll be happy to assist you. Thank you for your patience!

Hello Lucia,

Thank you for your response.

I have sent the PDF wallet statement, covering the entire period from the date the wallet was created until July 6, to your email.

The wallet statement shows only one transaction of 1,000 EGP, which is the first withdrawal that I successfully received.

However, there is no second transaction of 1,000 EGP in the wallet statement.

If 1win claims that both withdrawals requests were processed successfully, then the second transfer should also appear in my wallet history, but it does not.

Therefore, I ask 1win to provide the official proof of the second transfer, including the transaction/reference ID, date, time, amount, and payment provider, so that it can be independently verified.

The wallet statement is official evidence that I received only one withdrawal of 1,000 EGP, while the second withdrawal of 1,000 EGP has not been credited to my wallet.

Thank you.

Dear 1win Casino Team,

I would greatly appreciate it if you could clarify the situation. Thank you for your assistance.

Hello!

We have carefully reviewed both withdrawal requests. According to our records, both withdrawals were successfully processed and transferred from our side to the same details you specified. The transaction receipts are available through our live chat. From our side, both withdrawals have been completed correctly.

If the second transfer is still not reflected in your wallet, we recommend checking the transaction status with your payment provider, as the funds have already been sent successfully from our side.

Dear Lucia,

At this point, it seems that 1win either does not understand my request or is deliberately avoiding it.

In my previous reply, I specifically asked them to provide the transaction/reference ID for both withdrawals, along with the transfer details, so that the payment can be independently verified.

Instead of answering this simple request, they keep repeating the same statement that the withdrawals were successful and ask me to contact my payment provider.

However, Etisalat Cash has already confirmed that there is no second transaction of 1,000 EGP in my account history, which means the second transfer was never received.

If the transfers were genuinely completed, providing the transaction/reference IDs should be a simple and standard request. I do not understand why they continue to avoid providing this basic information, especially after repeatedly asking me for a bank statement more than 10 times, which I already provided. So why are they refusing to provide any proof?

I kindly ask that 1win be required to provide the transaction/reference ID, transfer date and time, amount, payment provider, and any official proof of the second transfer.

Dear 1win Team,

The player continues to dispute the receipt of both withdrawals of 1,000 EGP and has advised that Etisalat Cash confirmed that only one such transaction appears in the account history.

We therefore kindly request that you provide verifiable documentation or transaction details supporting your position that both withdrawals were successfully processed. In particular, please provide, where available:

• The transaction or reference ID for each withdrawal
• The date and time of each transfer
• The amount of each transaction
• The payment provider or processor used
• The final transaction status
• Any official payment confirmation, processor report, or proof of transfer

Please note that the screenshots provided to date do not contain sufficient information to confirm that both transactions were successfully completed from your side.

The requested information is necessary to allow the disputed withdrawal to be independently verified with the relevant payment provider.

Hello!

We understand your concern regarding the withdrawal verification. To continue the review, we need an updated statement with the withdrawal details from the transaction date up to the present, as well as a screenshot of the bank’s response confirming that the funds were not received. We have requested this information from you via the official support team email. Please check your inbox and reply to our email.

Once we receive the details, we will conduct a further review and provide the requested information regarding the transactions once the verification is completed.

1win Team,

Please direct all further requests to Lucia.

She is handling this complaint. I have already provided everything you previously requested, and from this point forward, I will only respond to her instructions.

Dear ahmedg,

I understand your frustration. However, please note that Casino Guru acts as an independent mediator between players and casinos. Our role is to facilitate communication between both parties, help keep the complaint-resolution process moving, and provide guidance where possible.

As a third party, we cannot act on your behalf or submit documents in your name. For this reason, I strongly recommend providing any documents requested by the casino directly through the available communication channel, as this may help move the matter forward and bring the case closer to a resolution.

Please also be aware that refusing to provide documents requested as part of the casino’s verification process may further complicate the situation and could be considered non-compliance with the casino’s Terms and Conditions. I understand that submitting additional documents can be frustrating, especially when you believe you have already provided sufficient information. Nevertheless, casinos may request further documentation when they consider it necessary.

Please submit the requested documents directly to the casino and let me know once this has been done. You may then forward copies of the submitted documents to me at lucia.s@casino.guru so that we can review them in case any further issues arise.

Thank you for your understanding. I will wait for your confirmation once the documents have been submitted.

Dear Lucia,

With all due respect, I will not submit the same documents again.

I have already provided my Etisalat Cash wallet statement to 1win more than 20 times. Every time I opened an appeal or a support ticket on their website, they asked me to upload my wallet statement, and every single time I complied.

Despite this, each appeal or support ticket was eventually closed with the same conclusion: that I had supposedly received both withdrawals successfully.

Then, when I contacted them again and explained that I had not received the second withdrawal, they simply asked me to upload the wallet statement once more. This cycle has been repeated over and over without any meaningful review of the evidence I have already provided.

I also sent the same wallet statement to you, and you have confirmed that you received it.

Therefore, I do not understand why I am being asked to submit the exact same document yet again. If you or the casino need to review my wallet statement, you already have it available from my previous submissions.

At this stage, I believe the focus should not be on requesting the same document repeatedly from me, but on asking 1win to provide verifiable evidence for the alleged second transfer, including the transaction/reference ID and the official payment details that can be independently verified.

Thank you for your understanding.

Dear 1win Casino Team,

Could you please confirm whether the wallet statement was previously received and reviewed? If it was considered insufficient, please explain specifically what information was missing or why the document could not be accepted. Simply requesting the same statement again, without clarifying the issue with the previous submissions, does not appear likely to move the matter toward a resolution.

Please provide a clear explanation of which documents have already been reviewed, what further information is genuinely required from the player, and the evidence confirming that the disputed withdrawal was successfully processed and delivered.

Hello!

We understand your frustration regarding the repeated requests for your wallet statement. However, the provider has requested a new statement to verify the withdrawal information. Without this updated document, we are unable to proceed with the verification process.

We have already sent you a message asking for the necessary information. Please send us the updated statement, and we will prioritize your case and ensure it is reviewed promptly. Thank you for your understanding.

Hello ahmedg,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear ahmedg,

Please submit the requested document directly to the casino, as it appears to be the only way for them to move their investigation forward.

Once you have done so, please let me know. You may also include me in CC (lucia.s@casino.guru) when sending your message to the casino, so I can stay informed and follow the progress of the case.

Unfortunately, without your cooperation at this stage, there is not much more we can do to help move the process forward. We still do not have sufficient information to determine what happened to your funds or why they were not credited to your account.

For this reason, it is important that the casino receives the requested documentation directly from you so they can continue their investigation and provide a clearer explanation of the situation.

Thank you for your cooperation.

I have fully cooperated throughout this case and provided everything requested, both to the casino and to you. I have already submitted the same documents and information multiple times.

However, the casino has not cooperated at all and has not provided any evidence, payment confirmation, transaction ID, account statement, or any other proof showing what happened to my funds.

Despite this, you are taking the casino's side and insisting that I send my bank statement to them yet again. But you have not taken the same position with the casino or insisted that they provide a payment statement, proof of payment, transaction ID, or any evidence whatsoever.

I have already provided everything I have, and everything is clearly documented in this complaint. I am not going to keep sending the same documents repeatedly, especially when the casino itself has provided no evidence from its side.

And honestly, we are talking about only 1,000 EGP. This matter has already taken far more time and effort than it should have.

At this point, I want a final decision. I have fully cooperated and provided all the evidence available to me. Everything is already clear in this complaint.

So please make your final decision now. I am waiting to see what your decision will be.

Dear ahmedg,

I’ve sent you an email regarding this matter. Please have a look when convenient.

Dear Lucia,

Thank you for your email and clarification.

Honestly, I was not willing to submit the same documents again, as I have already provided everything requested from me multiple times throughout this case. However, after receiving your email and understanding that this could help bring the complaint to a final conclusion, I agreed to cooperate one more time.

I have now sent an email to 1win with the requested up-to-date bank statement attached, and I have included you in CC so that you can follow the correspondence.

The statement covers the period from June 8 to July 18.

I would also like to clarify an important point regarding the timing. When 1win requested an updated bank statement from me in relation to this complaint, their request was made on July 15. Therefore, the statement I am providing covers the period from June 8 through July 18, including the period requested by the casino and several days after their request.

I believe that, at this point, I have done everything reasonably possible from my side and provided all the evidence and documents available to me.

Regarding the additional confirmation from my bank or payment provider that the funds were not received, I honestly do not see how I can obtain such confirmation now. A significant amount of time has already passed, and I do not even have the transaction date, transaction ID, reference number, or any other details of the alleged payment.

Without these basic details, I cannot reasonably ask my bank or payment provider to investigate a transaction. I cannot simply tell them that someone claims to have sent me 1,000 EGP at some point in the past and ask them to find it without providing any transaction information.

This is also why I believe the next step should reasonably be from 1win's side.

If 1win is claiming that the 1,000 EGP was successfully paid, then they should be able to provide the basic details of that payment, such as the transaction ID, payment date and time, reference number, payment method, and actual proof or confirmation that the payment was processed and sent.

I have already asked for such information, but 1win has still not provided me with any meaningful transaction details or proof of payment.

I have now provided the statement one final time as requested. I sincerely hope that this will be enough for the case to move forward, and that 1win will also be asked to provide the evidence supporting their claim rather than simply stating that the payment was successful.

I have cooperated throughout this entire case, despite the amount in dispute being only 1,000 EGP and despite having already spent a considerable amount of time providing the same information repeatedly.

I am willing to cooperate where I reasonably can, but I cannot provide information that I simply do not have, especially when the party claiming that the payment was made has not provided even the basic details needed to identify and verify that payment.

Thank you for your understanding, and I hope we can finally reach a fair and final conclusion to this matter.

Sincerely,

Dear ahmedg,

I truly understand your concerns, and I really appreciate your continued willingness to cooperate throughout this process. Thank you for taking the time to provide the requested documents once again.

Dear 1win Casino Team,

As the player has now provided the requested up-to-date bank statement, could you please confirm whether the document is currently being reviewed?

Additionally, regarding the request for confirmation from the player's bank or payment provider that the disputed 1,000 EGP transaction was not received, we must agree with the player that, without any transaction details, it would be very difficult for them to make a meaningful inquiry with their bank or payment provider.

Without information that would allow the transaction to be identified, the bank or payment provider may not be able to investigate the disputed payment properly.

Therefore, I would once again ask you to provide the available transaction details, such as the date and time of the transaction, transaction or tracking ID, reference number, payment method, or any other relevant information that could help the player's bank or payment provider identify and verify the disputed payment.

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

Hello, we did not find your email in our inbox. Please send all the requested information to support@1win.pro.

Really?!

Dear ahmedg,

I would kindly ask you to resend the email together with the requested documents to the casino once more. I would be very grateful for your cooperation, as this will allow us to continue with the case and avoid any further unnecessary delays.

Hopefully, once the casino receives the documents successfully, we can move the matter forward and get the issue resolved so that you can receive your funds as soon as possible.

Thank you very much for your patience and understanding.

Lucia, honestly, are you kidding me at this point?

It really feels like you are taking 1win’s side instead of looking at this objectively.

I am not going to submit anything else. I have already provided everything requested from me, including the updated bank statement, and I sent the email to 1win exactly as you asked me to. I also put you in CC.

So I have one very simple question for you:

Did you receive the email or not?

You were literally included in CC. If you received it, then you already know that I sent the requested documents, and I don’t understand why I am being asked to do the exact same thing again because 1win claims they cannot find it.

I have cooperated throughout this entire case, and I am not going to keep going in circles over the same 1,000 EGP.

Please just answer this one question clearly: Did you receive my email when I sent it to 1win, yes or no?

Dear ahmedg,

I did receive the email you sent to 1win with me in CC.

However, I need to clarify one important point, I do not work for the casino and I do not have access to their email system, so I cannot verify what they have or have not received on their side. The casino is currently claiming that they did not receive your email or the requested documents.

My role here is to keep the communication between you and the casino moving forward, clarify what is being requested, and do what I can to help reach a resolution.

I appreciate that resending documents you've already provided can be frustrating, particularly after you've cooperated throughout the process. At the same time, if the casino says they do not have the document, I have no practical way of independently checking whether that is true. The simplest way to move the case forward would therefore be to resend the same email and documents to them.

As I am now reminding you again, by creating and using a casino account, you agreed to the casino's Terms and Conditions, which allow the casino to request additional documentation when necessary as part of its verification or payment procedures. I understand that having to provide or resend documents can be inconvenient, but such requests are part of the process you agreed to when registering an account.

I can only proceed on the basis that both sides are acting in good faith. If it ultimately becomes clear that the casino is not cooperating or is failing to take reasonable steps to resolve the issue, the complaint will be closed as unresolved, which will negatively affect the casino's rating on Casino Guru.

So, to answer your question directly: yes, I received your email. But I cannot confirm whether 1win received it in their own system. Resending it would be the quickest way to remove that uncertainty and allow us to continue with the complaint.

Lucia, come on, let’s not fool ourselves here.

There is no realistic way for an email like this to simply "not arrive" without any explanation. The email was sent successfully, the requested documents were attached, and you received the exact same email in CC. So at some point, we have to stop pretending that this is some unexplained technical mystery.

I understand that you cannot access 1win’s inbox, but I also think we both understand what is happening here. They are dragging the process out and playing the same game again instead of actually addressing the issue.

So fine. I’ll play the same game.

Consider the email resent. And if they want me to resend it again next month, or next year, that’s fine too. I have a very long breath and I’m not going anywhere.

But I also want it to be absolutely clear that I will not accept this being presented as if I am the one delaying or refusing to cooperate. I have already done everything required from my side, and you have personally confirmed that you received my email.

So let’s see how long 1win intends to keep playing this game over 1,000 EGP.

I’m not going anywhere.

Dear ahmedg,

Thank you for your cooperation and for resending the email. I appreciate it.

Dear 1win Casino,

Could you please confirm whether you have received the resent email together with all the requested documents?

Hopefully, there will be no further issues on your side and the matter can now proceed toward resolution.

Hello,

We understand your frustration with the situation and apologize for the inconveniences caused. We appreciate your patience and willingness to cooperate.

Unfortunately, we have not received all the necessary information that we requested earlier. Please supplement your email with the required documents so that we can continue processing your request.

We understand that waiting can be unpleasant, and we will do everything possible to expedite the process. As soon as we have all the information, we will contact you immediately.

If you have any additional questions or need assistance, please feel free to reach out.

Dear 1win Casino,

Could you please specify exactly which information or document is still missing?

ahmedg has already submitted documents several times and is understandably becoming frustrated with the process. To avoid any further confusion or unnecessary resubmissions, it would be very helpful to know precisely what is still required.

Could you please confirm:

• Which document(s) or information are still missing
• Whether the documents already submitted have been reviewed
• Whether any of the submitted documents have been approved
• If so, which documents are already considered acceptable and do not need to be submitted again
• Which specific documents need to be resubmitted, and for what reason

At the moment, a general request for "the necessary information" does not give us enough detail to understand what is outstanding or to guide the player properly.

Once we know exactly what is missing and what has already been accepted, we can communicate this clearly and hopefully avoid further back-and-forth.

Thank you in advance for the clarification.