The player from Mexico has been waiting six weeks to withdraw funds totaling $10,500 MXN from 1win, with three withdrawal transactions marked as 'Successful' but not received in her bank accounts. Despite validation from 1win's finance department and assigned investigation numbers, there has been no resolution, and she receives only vague updates from customer support.
1win Casino - Player’s withdrawals have not been received.
Opened
Current status
Waiting for player to reply
6d 21h 30m 9s
1win Casino
Safety Index 8.7 HighCase summary
Discussion
Public
Public
3 days ago
Translation
Hello. I am filing this formal complaint against the operator 1win due to the unjustified withholding of my funds totaling $10,500 MXN, corresponding to three individual withdrawals of $5,000 MXN, $2,500 MXN, and $3,000 MXN. All three transactions have been marked as "Successful" in my casino history for over a month, so the money was deducted from my gaming balance. However, the SPEI transfers never reached my Santander and Banamex bank accounts in Mexico. On August 1, 2026, after I sent my complete monthly statements, 1win's finance department validated the evidence and assigned me three official investigation numbers to their local payment provider: SPP-1150556, SPP-1150572, and SPP-1150576, promising a solution within 24 hours. This deadline has passed, and when I contact them through their email and Telegram support channels, the only response I repeatedly receive is that the case is "still in process." They refuse to provide the Banxico tracking codes (CEP) that would demonstrate the actual disbursement of the funds or to refund the MXN $10,500 to my gaming account. I request Casino Guru's intervention to compel the operator to credit the funds or return them to my balance.
Automatic translation:
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2 hours ago
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2 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before? If so, which payment methods did you use for these withdrawals?
- Could you please forward me the communication between you and the casino customer support regarding your requests for tracking codes for your withdrawals? My email address is veronika.f@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
