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1win - Unresolved Withdrawal of 2000 EGP via Official Deposit/Withdrawal Agent (Speed Cash)

​User ID: 364827845

Amount: 2000 EGP

Date of Incident: Yesterday

Payment Method: Speed Cash (Official Deposit/Withdrawal Agent listed inside 1win Cashier)

​Complaint Text:

​Dear Casino Guru Team,

​I am submitting a formal complaint against 1win regarding an unresolved withdrawal of 2000 EGP that was confiscated through their officially integrated cashier system.

​Summary of the Issue:

​Yesterday, I initiated a withdrawal request of 2000 EGP using "Speed Cash," which is an official payment option listed directly inside the 1win cashier interface.

​Following the platform's protocol, I was redirected to communicate with the agent via WhatsApp to complete the payout.

​After providing my details, the agent manually marked the transaction status as "Paid / Completed" on the 1win system without transferring a single pound to my mobile wallet.

​Immediately after marking it paid, the agent blocked my phone number on WhatsApp.

​I contacted 1win Live Support, but they deflected responsibility and referred me to their Agent Management team on Telegram. The Telegram team took all my information and evidence but has completely failed to resolve the issue or process my payment.

​Since "Speed Cash" is an authorized and official option provided inside 1win's deposit/withdrawal cashier, 1win holds full responsibility for the fraud committed by their designated agent.

​Evidence Available & Ready to Upload:

​PDF Statement: Full transaction history log exported directly from my 1win account showing the withdrawal status.

​Video Proof: A full screen recording showing the WhatsApp chat, the agent's number, the transaction details, and the instant block.

​Screenshots: Proof of the WhatsApp conversation and block.

​Wallet Statement: Proof showing no incoming transfers of 2000 EGP were received during or after this transaction.

​I request 1win to investigate their agent "Speed Cash" and immediately credit the 2000 EGP back to my account or process the payout to my wallet.

​Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Stay safe.

Dear Mohamedm,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to be fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas