1win Casino - general discussion (page 54)

To be honest, the casino isn't investigating anything—they've already closed the case. They're just trying to come up with excuses, but I gathered all the evidence I had—from the moment I received the bonus all the way through my interactions with customer service—and the team here is looking into it. I received a bonus, and after just two spins to meet the rollover requirement, the money appeared in my gaming account right then and there—but disappeared immediately. I’m editing this because today, when I checked the tournament standings, my ID was in a prize-winning position—the same one the casino claimed had been manually removed after I didn’t meet the requirements. So the problem lies with the platform itself, and the bonus wasn’t canceled or withdrawn; it was paid out. I was treated very poorly by customer service, and they gave me a bunch of excuses, and the bonus was rejected even though my account is active. 232 is my ranking on the leaderboard; I have the entire conversation with them—they’re not acting in good faith—and they even wished me good luck, as if I were going to appeal this.

I understand. So the casino hasn’t given you any relevant explanation about this, right?

If not, then it’s good that our team is looking into the situation. Hopefully, we’ll be able to find out more and understand why this happened.

I’d also like to know—every hour they come up with a new excuse. Yesterday I talked to support, and they started saying that I tried to make a withdrawal but didn’t complete the bonus requirements, and so on. I’ve already written it off as a loss because if they were going to pay out the bonus, it would have been credited automatically—just like when I met the bonus requirements, the game stopped. Now, how am I supposed to withdraw something that didn’t even go into my gaming account?

I can see that you’re still dealing with one issue after another. At this point, I think it’s definitely best for our complaint team to investigate the situation, because I can’t really tell why the casino keeps giving you these different reasons.

So for now, you’ll probably need to wait for your resolver and see how the case develops. If the casino keeps coming up with something new each time, our team will need to understand what exactly they’re basing these decisions on.

I don't understand

Who is my legal representative?

And regarding not understanding why they keep changing things all the time. I’ve had some withdrawals canceled before, and it’s always been the same—what prevails is the support team’s word, and that’s it. I’ve always received payments there, but I know how support works when they won’t pay: when they don’t process the request, they hang up on you and make up excuses. I sent a bunch of screenshots from the day it happened; if you want, I can send you the link to the transaction. Anyway, if you have any questions, just let me know—I have all the screenshots, and my account is active.

I wouldn’t say that anyone from our team is your legal representative, because we don’t deal with legal matters. We act as a mediator and try to help with disputes between players and casinos.

At the moment, Karla is assigned to your complaint, so she is the person handling your case, but she is not your legal representative.

I understand what you’re describing about your situation. Definitely keep all the relevant information and evidence you have, and if Karla needs anything else, provide it directly in the complaint. She’ll ask you the questions that are necessary for the case.

The forum itself won’t resolve your individual complaint. You can share your opinion and describe your experience here, which may also help other players, but anything directly related to resolving your case should be kept in the complaint thread with Karla.

Recommended - Scam Warning)

​Bad Experience & Urgent Warning:

This application and platform are untrustworthy, and I strongly advise everyone against using them. I was scammed out of 2,000 Egyptian Pounds (EGP) by one of their official agents. Despite repeatedly contacting customer support and providing all necessary transaction details and proof, no action was taken, my problem was not resolved, and my money was not returned.

​Conclusion:

A honest warning to everyone: completely avoid using this application or dealing with them to prevent losing your money.

Hello, I suggest keeping an eye on your complaint to find out whether it actually can be resolved.

The case is right here 👈

The case contains further description but if you want, you are welcome to share all the events here on the forum.

Hello, the way I see it, you have been cooperating with Martin, so I also assume that the ongoing complaint will provide at least a final statement when the time comes.

I understand the situation is not easy; one mistake happened, and then the casino made such a call. Well, I cannot add much because the whole complaint is private, but if you want to share more details about progress made, please feel free to do so.

I agree

Just to clarify, you’ve posted this on the Casino Guru forum, rather than sent it to 1Win’s finance department. We cannot access the casino’s database, override an account restriction, or transfer your balance.

The 7.34 USDT transaction alone does not establish that your account remains active or confirm what happened to the disputed ₹500,000. That would need to be checked against the account and transaction records.

Have you received a response or decision on your Casino Guru complaint? If so, what did the team explain? That will help us understand the appropriate next step without starting the same process again.

Please also remove your wallet address from the public post. Any payout details should be shared privately through the casino’s official, verified channels.

Dear Administrator,

Thank you for your guidance. To clarify, I have already logged a formal dispute through the official Casino Guru Complaint System under my registered profile.

The main complaint file contains all primary verification data, and it is currently waiting for review/response from the mediation team. The 7.34 USDT successful transaction from MFI Investments Limited is the structural evidence of ledger activity post the forced closure under self-exclusion parameters.

Per your security directive, I am immediately restricting the public display of my crypto payout credentials. I am standing by for the main resolution desk to initiate the direct server logs audit with 1Win management.

I’ve checked your complaint, and it was closed on October 5 because the team considered it a cold case. This means it is no longer waiting for review, and no further investigation with 1Win is underway through Casino Guru.

I understand that you still want an explanation about the disputed balance. However, the team concluded that too much time had passed to investigate the incident effectively, so we’re unable to take the case further through the forum either. This closure does not establish that the casino’s actions were correct.

Please read the team’s final response in your complaint for the explanation of its decision. You’re welcome to share any subsequent response from the casino here, but I don’t want to give you false expectations about our ability to recover the funds.

My account was blocked right after verification and a withdrawal request for 1,640 reais. I played slots and mines with a deposit of 550 reais, and my account was blocked when I tried to withdraw. I’ve already filed a dispute here on the site, since you give a rating of 8.7 to a casino with a track record like this—please help me get my money back.

I had 63,000 in my account and was unable to make any withdrawals. Then, on Wednesday, Thursday, and Friday, I received one withdrawal of 10,000 each day. Today, Saturday, I didn't receive anything, and one of the withdrawals was canceled and the money was returned to my casino balance.

I still have 33,000 in my account left to withdraw. I requested the withdrawals again, today, I tried to withdraw 15,000, but it was canceled again after a few minutes, so I decided to submit three withdrawals of 10,000 and one of 3,000.

I am fully verified and have been using the casino for a long time without ever having any problems. I completed KYC and am at Gold 1 level in the VIP loyalty program. I received VIP status for free for one month. I have a VIP manager who can’t resolve the problem, even though we’ve exchanged more than 200 messages. The chat support tells me to email security@1win.social. I’ve already sent two emails, and both replies said that everything was fine with my account and that I could withdraw my funds freely.

This casino is a scam. I signed up, played for a few days, and won some money (not a huge fortune), but then they closed my account and confiscated the funds. They aren't answering emails or giving a concrete reason, and the terms they cite make no sense; I never used multiple accounts or external software. They simply decided to steal my money.

Hello, I understand this is a difficult situation and you want a solution. Complain is therefore the best call of action. Sometimes and I know this casino probably does that, an account gets blocked when a player with an unverified account asks for the first withdrawal. From the description we can, of course, only guess whether the above is the situation. What is your opinion, maybe?

Good day to you. I think I understand what you are saying and from the other perspective, I'd say the casino seems to be able and willing to pay yet for some reason unknown, a few requests didn't make it through. Based on the response given, it could have also been sort of an automatic system failure without manual involvement, which may eventually explain why the security team confirmed that the account and withdrawals are ok on their side. Of course, as a Gold 1 VIP level member, you, in my opinion, deserve a VIP manager to help you withdraw within adequate limits. Do you have such a manager available, perhaps? It's a nice sum you have and I would expect the casino to care.