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I requested a withdrawal of 600,000 ARS on December 6, 2025

More than one month has passed and the withdrawal has not been paid.

I contacted 1win support multiple times and the only response I received was that they "cannot do anything".

No explanation, no payment date, and no solution were provided.

I am requesting Casino Guru’s assistance to resolve this issue.

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Dear MatiasRomeroSoria231,

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?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your message. Please find my answers below:

Previous successful withdrawals:

Yes, I have made successful withdrawals from my 1win account in the past without any issues.

KYC verification:

Yes, my account verification (KYC) was fully completed and approved before requesting this withdrawal.

Bonus usage:

I confirm that no bonus was used in relation to the winnings from this withdrawal. The funds were accumulated without any active bonus.

I confirm once again that the withdrawal of 600,000 ARS, requested on December 6, 2025, is still unpaid.

I am fully cooperating and appreciate your assistance in resolving this matter.

Thank you for your reply, MatiasRomeroSoria231. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?

Thank you for your message.

My last successful withdrawal was processed on the same day it was requested.

For this withdrawal, I used Mercado Pago, which is the same payment method I have used previously without any issues.

My account is fully verified and the method has worked correctly in the past.

When was the last time you attempted to contact the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

I apologize, but it seems I haven't received any emails with the correspondence between you and the casino. Could you please forward it to me? This will allow us to proceed with the complaint effectively. Thank you for your cooperation.

Hello Kristina,

I have already sent the email with all the requested correspondence and screenshots to the provided email address.

Please let me know if you need me to resend it or if any additional information is required.

Thank you very much.

Dear MatiasRomeroSoria231,

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, Lala (jean.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,

Kristina

Hello MatiasRomeroSoria231,

My name is Lala 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 please provide additional information regarding the issue and clarify the situation? I would also request that you provide us with all the relevant evidence.

Thank you in advance.

Respectfully,

Lala

Hello!

The withdrawal request was canceled by the payment system and the full amount was returned to the player’s account balance. On our side, there are no active restrictions that would prevent withdrawals from this account.

Cancellations of this type occur at the level of the payment system that processes online transactions and may be related to its internal checks or technical conditions. These processes are outside our direct control.

To proceed, we recommend trying a different payment method or submitting the request again until the transfer is completed successfully. It is also possible to request a withdrawal to other payment details that belong to the user, such as an alternative card or wallet.

Dear 1win Casino,

Thank you for your clarification regarding the payment system cancellation.

We hope that the player was informed at the time the issue occurred. While we understand that some technical cancellations are beyond your direct control, it is important to promptly notify the player when a withdrawal fails due to payment system errors.

Additionally, providing guidance on alternative payment methods at that time could have helped resolve the issue much sooner and avoided unnecessary frustration.

Dear MatiasRomeroSoria231,

Thank you for your patience and for providing all the necessary details. I understand how frustrating this delay has been.

According to 1win, the withdrawal was canceled by the payment system, the funds were returned to your account, and there are no restrictions preventing you from withdrawing again. They recommend an alternative payment method under your name.

Please let us know:

1. If the funds are visible in your account balance, and
2. The outcome of your next withdrawal attempt.

Your update will help us determine any further steps. We are here to support you until this is fully resolved.

Dear MatiasRomeroSoria231,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Everyone,

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint. The player can reopen this complaint at any time.

Best Regards,

Lala