1win Casino - Os ganhos do jogador não estão sendo pagos.

Hi everyone, Im using this casino for a long time, had in the past many times problems with deposit, but luckily and hardly got them solved by spending many hours opening tickets and permanently texting support, now I have issue with their Live Roulette, I got yesterday placed bet of 375usdc on red, It was won and money did not got funded, then i tried to make few bets with 1usdc to check it out and looks like every time i win money not get funded, today i spent 4 hours trying to solve out this problem with support, they telling my that they need photo of match history, which is always empty, probably some bugs with site..., some of them telling there was no bets made, I make a video and want to show you how this casino works, hopeffuly will get their attention and my won money back, don't see other option, sick of this. https://streamable.com/bwlwxt

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to game history records provided by the casino? (not by the game or game provider)
• Have you provided the video to the casino support for investigation already?
• Have all incidents happen on the same table? Could you please specify when you noticed these glitches?
• Could you please share with me your communication with the casino regarding the issue? 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

Hi Tomas, I spoke many times with support, send them this video, they keep telling me that no bets made at the time i provide them when i stake my high bet, they keep asking for match history picture, as you can see in my video match history is bugged, same as this roulette, chat pictures I don't have, Its very hard to deal with them, every time they answer one question, they keep closing the tickets, need keep opening them all time, very poor support help

Thanks for your reply.

• Do you have any evidence of the 375 USDC bet taking place? Do you know the details, such as the game round ID, precise time, and date?
• Have you requested detailed records of your game history from the casino? If you haven't, I recommend you do.
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

Dear ARMUHA,

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.

Hi Tomas, sorry for delay, I was on holidays, I tried contacting support right now to provide me my history and for 1 hour Im still not receiving any information, date and time of the bet you can see in the screenshots. Thank you

Got answer after waiting 90 minutes, as you can see in photos, they cannot provide me records of my bets Im contacting them for 2 weeks and spending lot of time until I contact them and all the time I get same answer I hope yous gonna take some action and help my get my winnings. Thank you

Hello ARMUHA,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

The game history records show your bets, IDs, and times when the bets took place.

Without these records, the only evidence you have is 2 USDC in uncredited winnings. I recommend you contact the casino and request your game history from March 2026 in order to learn about the relevant bets. These are usually given in files explorable in Excel, or as PDFs. If the casino refuses to give you these records, please let us know, and we'll assist you further.

Dear ARMUHA,

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.

Ill ask it now, give me 1 more day pls, was on holidays

Check photos please, I asked few times for the pdf or excel file, they just answer the questions like all the time for me to provide picture from my bet history and instantly closing the ticket, you can see the time from they message and my message that they ask to provide any of those files you asked, Im not willing to spend more time for waiting 30 minutes for answer, you can clearly see that they not willing to provide me any of those files, they just instantly close the ticket without waiting for my answer and when i open again same story going again...

Dear ARMUHA,

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, Kubo (jakub.m@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 ARMUHA,

It is a pleasure to e-meet you. My name is Kubo, and I will be overseeing your complaint moving forward.

If there have been any updates or new developments since your last message, please feel free to share them with me. Your insights can be invaluable as we work together towards a resolution.

In line with our standard procedure, I would like to invite a representative from 1win Casino to join this conversation. Their participation will facilitate a smoother and more effective resolution of your case.

Dear 1win Casino,

Could you please provide detailed information regarding the player’s issue? Specifically, I would greatly appreciate it if you could clarify why the winnings from the bet in question were not credited to the player's account.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hello!

We understand how frustrating this situation is, especially after spending so much time trying to sort it out. We’ve taken your case into review and will check everything carefully, including the roulette rounds and transaction history.

As soon as we have the details, we will come back with a detailed update.

Dear 1win Casino,

As another week has now passed, I would like to ask whether there are any updates regarding this matter. Could you please share any relevant information or let us know the current status?

Thank you for your cooperation.

Hello!

Thank you for your patience. We have completed a detailed investigation and reviewed all available information regarding this case. Our findings confirmed that an error occurred during the round. As a result, the stake amount of 375 USDC has been refunded to the user's account as compensation.

Thank you for your cooperation.

Dear 1win Casino,

Thank you for your update.

Dear ARMUHA,

Could you please confirm whether you have received the refund of the stake in question?

Thank you.

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,

Kubo