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1win unable to pay my tournament winning. Tournament was held on from 24/02/2026 to 06/03/26. In that particular tournament where I won Sony WH1000XM5 and took 24th place of this tournament. This prize money value around INR 25,000 The name of the tournament RIDE & WIN . Stage 1. The winning details and the guidelines of that particular tournament, I attache as a evidence the tournament winning details and the guidelines of the tournament.

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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.

• Could you please send me the exact link to the tournament this complaint relates to, along with the list of winners?
• Did you receive any congratulatory email from the casino confirming that you finished in 24th place in the tournament and won a prize of INR 25,000? If so, please forward it to me at veronika.f@casino.guru.
• Have you completed the full KYC verification process at this casino?

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

1win support unable to provide any response even I sent a request for call, they ignored me 2/3 days already taken but there is no phone call from vip manager. Still they told me my request is under review by their team that it when they receive any update they will surely inform me. Even I asked them what is the exact issue which is faced by them after that they replied they unable to share any details because this is their internal matter, they unable to share any details of my winnings.

I have the conversations between me and my vip manager and also chat support conversations which I already saved before I need evidence that what kind of response which I already got from 1win support team because may be they ignore in future...

Do you have a link to the tournament results you sent me as a screenshot? If so, kindly provide it to me.

Also, were you in contact with the casino's customer support through their official email address or live chat on the casino website, or did you communicate only with the manager via Telegram and the email address ending in @1win-manager.pro?

Support chat of 1win raised a request appeal number against my tournament winning where I took 24th place and won Sony WH1000XM5, value around Rs 25000. The raised request appeal number SL2SD-80461 . Still that request appeal number pending from 1win support team ,they unable to provide any informations regarding my request.

One more thing I want to tell you that support team of 1win avoid me , because I request for call 4/5 times so that I can ask them regarding my issues but they denied even 4/5 times I mailed support 1win mail ID 15/16 days ago still I get no response even one till today. What does it mean ?? Such a rough activity of support team of 1win I have ever faced in my life.

The tournament winning where I took 24th place and win Sony WH-1000XM5 value around Rs 25,000 and this winning raised request appeal number SL2SD-80461 by support chat of 1win and still that winning pending from 1win.

Request appeal number SL2SD-80461 against my tournament winning where I took 24th place and won Sony WH1000XM5 and the value of this prize approximately Rs 25,000. This winning still pending from 1win. This request appeal number SL2SD-80461 raised by support chat of 1win against my tournament winning disputed prize amount.

Support chat, Support mail, vip manager of 1win avoid me from last few days. Still they unable to provide any informations regarding my request appeal number SL2SD-80461. Some common reply from each and every support team team of 1win that, Wait, Forwarded my request, Re-highlighted my request, Reviewing by relevant departments, Call will come from respective departments regarding my winning, Team is working on priority basis these are the update from everyone. When I asked them what is the exact reason for holding my tournament winning, they told me they even don't know and their superior never share this reason. Some company rules and regulations are there because of this reason they never ask this thing. I want to know from Casino Guru team that, is it valid reason what they told me after asking?? As a customer even I don't know either I will get this or not and strange part is support team also don't know..

They taking time continuously after certain period of time they will raise their hands and provide me the reason because of enough time they can't verify my tournament winning and this winning appeal number SL2SD-80461 not even show in their machine or system that's it. I am telling you this kind of thing already happened with me by 1win. If this winning not approve and continuously wasting time and finally sorry for that, am I liable for that??

Still support team told me to wait my request appeal number SL2SD-80461 still in progress. This appeal number raised against my tournament winning where I took 2nd place and won Sony WH1000XM5 value around Rs 25000.

Dear Ruhul123

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, Martina (martina.b@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,

Veronika

Ok, thank you for the informations, also ask 1win why this kind of thing happening?? Main part is support system of 1win not working properly even they unable to share any details. As a customer, when I asking about my issue like what is the exact reason for holding my winning from last 3/4 months ,support team avoid my question even they unable to provide any kind of informations, even they told the respective departments never share this kind of informations to their support team.

Dear Ruhul123,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello,

We sincerely apologize for the inconvenience regarding your prize from the "RIDE & WIN" tournament held from 24/02/2026 to 06/03/2026. We understand how important this is for you, especially after securing 24th place and winning the Sony WH1000XM5.

Thank you for your patience. We are committed to resolving this matter as quickly as possible and will keep you updated on the progress.

Dear 1win Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Hello!

Your request has been forwarded to the relevant department. They will get in touch with you regarding your tournament win. Thank you for your patience and understanding. If you have any further questions, feel free to reach out.

Still I get no update from 1win and his support team. This winning already taken more than 4 months. Please ask 1win what is actual reason for holding my tournament winning. Because 1win support team never ever provide actual update regarding my winning.

Dear 1win Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Tournament winning amount of Rs 25000 successfully received from 1win. Thank you so much for your help and support.

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

Dear Ruhul123,

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,

Martina