1win Casino - Player's withdrawal not credited at Casino Win1.

Reclamo - Retiro no acreditado - Win1

Realicé un retiro de $500.000 (pesos argentinos) en el casino Win1 el 3 de julio de 2026. A las pocas horas, el estado figuraba como "realizado" en la plataforma del casino, pero el dinero nunca fue acreditado en mi billetera (Mercado Pago). Han pasado ya más de 15 días desde entonces.

Al contactar a soporte, recibí varias excusas distintas en cada oportunidad. Les solicité el comprobante de la transferencia para poder hacer el reclamo correspondiente ante Mercado Pago, y en ese momento me respondieron que el problema era de ellos ("de su lado") y que lo estaban solucionando.

Desde entonces, cada vez que consulto por el estado, recibo la misma respuesta genérica de que "lo están solucionando", sin comprobante, sin fecha estimada y sin resolución concreta.

Solicito la intervención de Casino Guru para mediar y lograr la acreditación del retiro, dado que el casino reconoció que la falla es de su parte pero no ofrece ninguna solución ni evidencia real del pago.

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 your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Has the withdrawal amount been returned to your casino balance, or is it still marked as completed?
• Have you contacted Mercado Pago directly to verify whether there is any pending incoming transaction associated with this withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Buenas tardes

respesto de las preguntas; ya había realizado retiros exitosos incluso realicé un retiro una o dos hs antes y lo recibí.

el saldo no ha vuelto a mi cuenta y sigue figurando como si me lo hubieran realizado correctamente.

en los primeros días que no recibí el pago lo consulté en mercado pago, porq desde el casino me decían q lo habían realizado, y me dijeron que no tenían ningúna información de dicho pago. Luego desde el mismo casino me dijeron que es un problema de ellos q aún no se aprobó.

y no sé a q se refieren con KYC

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, Munya (munya.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,

Attila

Dear facu87

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from 1win Casino to join this discussion and provide their comments regarding the matter.

Dear 1win Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

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

Hello!

We sincerely apologize for the inconvenience you are experiencing regarding your withdrawal of $500,000 ARS. We understand how frustrating it is not to receive your funds after the status showed as "completed."

To assist you effectively, could you please provide your account ID? This information will help us expedite the investigation and work towards a resolution.

We appreciate your patience and understanding as we address this matter. Thank you for bringing this to our attention, and we will do our best to resolve it promptly.

facu87

Kindly take note of the casino's communication and provide the details they requested, together with any other information that may help their investigation.

1win Casino

I am looking forward to receiving an update from you, now that the player has shared the details you requested.

Good afternoon! We emailed you approximately a week ago requesting a video from a third party from your bank's personal account. Please send it to us so we can resolve your issue as soon as possible. Thank you for your understanding! You can reach us at support@1win.pro.

facu87

Kindly take note of the casino's communication and act as requested. Provide an update once you are done.

Buenas noches tengo problemas en enviar el video pero desde el soporte técnico me dijeron que el problema era de ellos y la transferencia no había sido realizada. A continuación les envío una captura de pantalla de la respuesta que me dieron

facu87

Thank you for the update. Kindly try again and update me. Hoping for the best.

Buen día desde ya muchas gracias por la ayuda que me ofrecen. No entiendo a qué te refieres con que lo intente de nuevo?.

facu87

Try again to send the video as per the casino's request.

Buena tardes. Acabo de enviar el video mediante el soporte técnico de la página. Espero lleguemos a una solución lo antes posible

facu87

Thank you very much for the update.

1win Casino

Now that the player has submitted the video as requested, I would greatly appreciate your proactive efforts in working towards a positive resolution of this matter.

Hello!

We checked the status of your request and see that no additional information has been added, and we have not received an email from you yet.

We have sent a follow-up request to the email address linked to your account. Please check your inbox and reply to the message from the support team so we can continue working on your case.

buenas recién revise el correo y respondí enviando el video requerido. Lo que sigo sin entender es por qué en su momento desee el soporte técnico me dijeron que el problema era del casino y que el dinero no había sido transferido y ahora me piden un video de mi cuenta?

1win Casino

Kindly confirm receipt of the video via email. I would greatly appreciate your cooperation and assistance.

Hello,

Thank you for reaching out. We confirm that we have received your video via email. Your request is currently being processed.

We appreciate your cooperation and will do our best to assist you as soon as possible.

1win Casino

Thank you for your confirmation. I look forward to a positive resolution of this case.

facu87

Could you please provide an update as soon as there are any new developments, particularly following the casino's communication?

Buenas les informo que recibí el depósito que estaba reclamando. Así que les agradezco por ayudarme a resolver el asunto. Sinceramente pensé que era un dinero que ya había perdido

Dear facu87,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru