1win Casino - Pelaajan kotiutus on viivästynyt.

My money has been pending since in the 20th of February almost a month. 1win keep giving false excuses.

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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 better understand the situation.

• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

I didn’t use any bonus I deposited my money .10,000 naira I can show the receipt they kept on giving me general response about payment provider for the past weeks. My withdrawal request has been pending since 20 February. I have contacted their support many times, but they keep sending the same generic responses such as "please be patient" or "your request has been forwarded for acceleration." They never provide a clear explanation of the delay.

When I asked them to tell me which payment provider is handling the transaction or what the actual problem is, they refused to provide that information. They simply repeat the same automated messages and close the chat.

It has now been several weeks with no progress, no transparency, and no proper support. I would like Casino Guru to help investigate this issue and ask 1win to either **complete the payment or provide a clear explanation of the delay.

I didn’t use any bonus I deposited my money .10,000 naira I can show the receipt they kept on giving me general response about payment provider for the past weeks. My withdrawal request has been pending since 20 February. I have contacted their support many times, but they keep sending the same generic responses such as "please be patient" or "your request has been forwarded for acceleration." They never provide a clear explanation of the delay.

When I asked them to tell me which payment provider is handling the transaction or what the actual problem is, they refused to provide that information. They simply repeat the same automated messages and close the chat.

It has now been several weeks with no progress, no transparency, and no proper support. I would like Casino Guru to help investigate this issue and ask 1win to either **complete the payment or provide a clear explanation of the delay.

Please my money hasn’t arrived since.

Dear Tonia57chi,

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,

Tomas

Dear Tonia57chi,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1win Casino to join this conversation and assist in addressing the complaint.

Dear 1win Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Please it already a month my money hasn’t arrived yet.

Tonia57chi

I sincerely apologize for the delay. Please rest assured that I am committed to having this issue resolved. In the meantime, I will be awaiting for comments from the casino regarding this matter.

Hello!

So that we can check the information and understand the situation in more detail, please provide your account ID. Without this data, we will not be able to verify and give you a substantive answer.

We are waiting for your ID and will be glad to help.

Hello, 

I have already provided my account ID and all requested details. My withdrawal has been pending since February 20, which is far beyond any reasonable processing time. 

If this issue is not resolved immediately or I am not given a definite payment date, I will proceed with formal complaints to financial authorities and continue escalating this case publicly. 

Please treat this as urgent and provide a final update.

1win Casino

A prompt update, along with your commitment to resolving this issue, would be greatly appreciated..

Regards

Dear 1win Casino,

This issue has been ongoing for over a month.

At this stage, I am not requesting explanations. I require immediate processing of my withdrawal without any further delay.

I have fulfilled all requirements and shown sufficient patience. There is no valid reason for this matter to remain unresolved.

Please confirm that my withdrawal is being processed and provide a definitive timeframe for completion.

Regards

My money is still on pending .I have been waiting for my withdrawal for over a month and it is still pending. My account is fully verified and there is absolutely no issue on my end.

This delay is clearly against your own policies, and at this point it feels like a breach of contract. I am tired of waiting and receiving the same "be patient" responses with no clear explanation or timeline.

If you cannot process my withdrawal immediately, then cancel it and return my deposited funds. You can keep your winnings — I just want my money back.

This situation is starting to look like a scam, and I will not tolerate it any longer. If this is not resolved urgently, I will escalate this publicly across all platforms and file formal complaints against your company.

Hello,

I have been waiting for over a month for my withdrawal from 1win, and it is still pending with no clear explanation or resolution. My account is fully verified, and there are no issues on my end.

At this point, the delay is unreasonable and appears to be a breach of their own policies. I am tired of waiting and being told to "be patient" without any progress.

Since they have failed to process my withdrawal, I am now requesting your assistance in securing a refund of my deposited funds. I am even willing to forfeit the winnings — I just want my original money returned.

This situation is becoming very concerning, and I would appreciate your urgent intervention to help resolve this matter as soon as possible.

Thank you.

Hello!

We’ve reviewed the details of your transactions. Your withdrawal is still in progress — please rest assured that your funds are safe within the payment system, and we are monitoring the process closely. Unfortunately, once a withdrawal is being processed, it cannot be canceled from our side, so we recommend waiting until it is fully completed.

Regarding your deposit, our records show that it was successfully credited to your gaming account. To double-check everything, please contact our support team via live chat and provide a full receipt along with the exact date and time of the transaction — this will help us verify the details more accurately.

@Casino Guru, I am extremely frustrated. 1win Casino has been delaying my withdrawal for over a month and keeps sending the same stalling messages. I demand you intervene immediately and have them release my funds now. I also want a clear explanation of why this delay is happening — this is unacceptable and against their own rules.

I have waited over a month for my withdrawal, and 1win Casino continues to stall with the same generic responses. This is completely unacceptable. I demand that my funds be released immediately — not in vague terms, right now.

If my withdrawal is not processed within 48 hours, I will escalate this to regulatory authorities, payment processors, and public complaint platforms. I also demand a full explanation for this illegal delay.

1win Casino

Thank you for the update. However, I wish to express my concerns, as you have been providing similar updates, which I doubt will inspire confidence in the player. I would like to remind you that addressing these issues proactively reflects positively on your brand and ensures fairness for your players.

Dear Tonia57chi

I understand your frustration, and I share your desire to have this issue resolved as quickly as possible. I have followed up with the casino via email in an effort to help facilitate a resolution. I will keep you updated as soon as I receive a response. In the meantime, please let me know in case you receive your payment.

Regards

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Tonia57chi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya