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Complaint Against 1win Casino – Withdrawal Marked as Successful but Funds Not Received

On 8 June 2026, I requested a withdrawal of 4,050 GHS from my 1win Casino account. The withdrawal was marked as successful on the 1win platform, but the funds were never credited to my MTN Mobile Money account.

After discovering that I had not received the money, I immediately contacted 1win customer support. Since then, I have repeatedly followed up, but I have only been told that "a specialist is looking into the issue." Despite these assurances, no meaningful update, explanation, or resolution has been provided.

To verify whether the payment had reached the receiving institution, I contacted MTN Mobile Money. They confirmed that they had not received any transaction relating to my 4,050 GHS withdrawal. MTN also provided an official account statement confirming that no such payment had been received.

Over the past 59 days, 1win has attempted to process my withdrawal multiple times. Each time a withdrawal failed, I requested evidence of the transaction. 1win provided transaction statements claiming that the payments had been processed. However, after submitting these statements to MTN Mobile Money for verification, MTN confirmed that they had no record of receiving any of the transactions referenced in those documents.

At present, my withdrawal remains "in progress" under the new transaction reference SPP-932525. I have repeatedly asked 1win to cancel this pending withdrawal and return the funds to my 1win account so that I can either withdraw using a different method or resolve the issue through another means. However, 1win has refused, stating that because the withdrawal is still marked as "in progress," they are unable to take any action.

I believe this matter requires urgent investigation. My funds have been unavailable for 59 days, multiple withdrawal attempts have failed, and there is no evidence that the money has ever reached my receiving account. Despite my continued cooperation and numerous attempts to resolve this issue directly with 1win, my funds remain inaccessible.

I respectfully request that this complaint be investigated and that 1win either:

- Complete the withdrawal and ensure the funds are successfully credited to my MTN Mobile Money account; or

- Cancel the pending withdrawal and return the 4,050 GHS to my 1win account so that I can use an alternative withdrawal method.

I have supporting evidence, including correspondence with 1win, transaction statements provided by 1win, and confirmation from MTN Mobile Money that no such transactions were received.

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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.

• Have you made any successful withdrawals from this casino before? If so, kindly specify whether you used the same payment method and how long it took for the transaction to be processed and paid out.
• What types of games did you play to accumulate the winnings you have been trying to withdraw?
• What documents or information has the casino provided to help you trace the transaction with your payment provider? Please forward me all communication between you and the casino customer support regarding the processing of your payment at veronika.f@casino.guru.

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

Hello,

Thank you for your response.

Please find my answers below:

Yes, I have made successful withdrawals from 1win before using the same bank account and the same payment method. My previous withdrawals were usually completed within 1–2 minutes. The longest I ever had to wait was 2 days, and I still received the funds successfully. This is the first time I have experienced such an extended delay.

The winnings I am trying to withdraw were accumulated through casino games on 1win Casino.

The casino has provided transaction statements for some of the previous failed withdrawal attempts, claiming that the payments had been processed. However, after I submitted these statements to my bank, the bank confirmed that they had not received any funds related to those transactions.

Currently, my latest withdrawal remains "In Progress" under the reference number SPP-932525. I have repeatedly asked 1win to cancel the pending withdrawal and return the funds to my 1win account so I can use another withdrawal method, but they have refused, stating that they cannot cancel a withdrawal while it is in progress.

I will forward all communication between myself and the casino's customer support, including the transaction statements they provided and the correspondence regarding my withdrawal.

Thank you for your assistance.

Kind regards,

Issah N.

Hello,

I would like to provide you with the latest communication I have had with 1win regarding my withdrawal.

I am providing these responses because, despite the withdrawal having been pending for an extended period, 1win continues to give me general assurances that the matter has been forwarded to the appropriate department or payment provider, without providing a concrete resolution or a clear timeframe for completion.

The latest communication states that my request has been escalated and that specialists will review it, but I have not been provided with a specific explanation for the delay, a payment-provider reference, or a definite date by which my withdrawal will be completed.

I have also previously been told that the matter was escalated to the payment provider. However, the withdrawal remains unresolved.

I would therefore like to submit the following responses from 1win as evidence of the ongoing communication and ask that you take them into consideration when reviewing my complaint.

I would appreciate your assistance in obtaining a concrete resolution from 1win, either by completing my withdrawal or returning the funds to my 1win account.

Thank you for your continued assistance.

Dear issahnasiru

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, Ayberk (ayberk.a@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

Hello issahnasiru,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

Hello,

Thank you for your detailed message regarding your withdrawal issue. We sincerely apologize for the inconvenience you have experienced.

We have sent you an email with further information and steps to address your complaint. Please check your inbox for our response, as it contains important details about your case.

We appreciate your patience and understanding as we work to resolve this matter as quickly as possible.

Dear 1win Casino,

Thank you for your response.

Dear issahnasiru,

Could you please confirm whether you have received the email from the casino and let us know what information or resolution was provided regarding your pending withdrawal?

Please also let us know whether there has been any progress with the payment since your last update.