The player from Colombia had requested a withdrawal of $2,341 USDT three months ago but had not received her funds, which remained in a frozen 'In Process' status. Despite having a fully verified account, her emails to the platform’s security department went unanswered. After investigation, it was determined that her complaint was rejected as unjustified because her account was linked to another account, which violated the casino's terms. The withdrawal remained blocked based on this finding.
1win Casino - Player’s withdrawal request has been delayed.
Closed
Our verdict
Unjustified complaint
Amount: 2,341 USD₮
1win Casino
Safety Index 8.3 HighCase summary
Discussion
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3 weeks ago
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3 weeks ago
Dear GPMG,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?
- Have you made any successful withdrawals from your account previously?
- Could you please clarify when exactly your account was verified?
- Did you activate any bonuses on top of your deposit?
We will do our best to resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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3 weeks ago
Translation
No, I haven't been able to make any successful withdrawals; previous ones were cancelled due to lack of verification, and after verification, this one remained in process.
The verification was completed on February 6, 2026 
I did not activate or make use of any type of bonus, event, or additional service; I only played with my deposited money.
Automatic translation:
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3 weeks ago
Hello,
Unfortunately, your account has been blocked based on clause 12.8 of our terms and conditions. For more detailed information regarding the status of your transaction and the reason for the blockage, please visit our official website or contact customer support.
We understand your concerns and appreciate your patience in this matter.
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3 weeks ago
TranslationGood day, I am unaware that my account is blocked since I have access to it, I continue to receive promotional emails linked to the account, in addition to that, I have already contacted you for more than 4 months through all possible channels and I have not received an answer as to why, so I would like you to please approve my withdrawal or at least give me a valid justification.
Because, I repeat, I've been writing to support via chat and Telegram for 4 months and they tell me to send emails, since they don't give me an answer, but I send emails and they send me to the security area, and for 4 months I've been sending emails to the security department and they don't answer my emails.
If any proof or verification is needed, of deposits, whatever, I am willing to provide it as long as I get an answer about my money.
Automatic translation:
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2 weeks ago
Hello everyone,
Thank you both for your replies.
Dear GPMG,
After a thorough review of your case, I would like to share the results of our investigation.
Based on the evidence provided by the casino, I must regretfully reject your complaint as unjustified. I understand this is not the outcome you were hoping for, but the evidence is indisputable and clearly indicates that your account is linked to another account.
Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!
Best Regards,
Kristína
