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Player ID: [redacted]

I submitted two separate withdrawal requests of 1000 EGP each through Etisalat Cash on 11 June 2026.

- First withdrawal: 11:10 PM

- Second withdrawal: 11:30 PM

Both withdrawals used the same payment method and the same wallet number.

At 11:25 PM on the same day, I received only one payment of 1000 EGP, even though both requests later showed "Successful" status.

Since then, I opened an appeal and uploaded my wallet account statement in PDF format, exactly as requested in their appeal requirements. I also contacted their so-called 24/7 customer support, and they told me to wait 72 hours because the issue would be resolved.

I kept contacting support repeatedly after the 72 hours had already passed, and all I kept hearing was: "Please wait." No action was taken on my appeal until 18 June.

Then I was informed that their decision was that I had supposedly received both transactions successfully. They sent me screenshots they called "proof of payment", while my wallet statement clearly shows that I only received one transaction.

What confuses me is this: if you had already decided I received both payments, why ask me for a wallet statement and make me wait all that time?

On top of that, my experience with customer support was extremely poor. The live chat system itself felt unreliable. Messages often did not appear in real time and there were delays. Sometimes support had already replied, but the message would not show while I was still in the chat. I had to leave and reopen the chat just to see that a reply had already been sent.

Communication was also confusing because many responses seemed unrelated to what I was actually asking. I would ask about my dispute regarding the missing withdrawal payment, and I would receive responses talking about deposits or unrelated waiting periods. It often felt like my issue was not being properly read or understood.

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Dear ahmedg,

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 fully understand the situation.

• Is your account fully verified?
• Have you accumulated your winnings with or without an active bonus?
• Do I understand correctly that you still have not received one of your withdrawals made on June 11, 2026 worth 1000 EGP?
• Please forward your wallet account statement that you sent to the casino to jean.s@casino.guru. If it's more convenient, you can also posts screenshots here.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

However, the screenshots shared are unfortunately too blurred for us to properly review the details. Could you please provide higher-quality images is clearly visible?

Please send them via email to jean.s@casino.guru.

I sent them.

Dear ahmedg,

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, Lucka, (lucia.s@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,

Jean

Hello ahmedg,

My name is Lucia 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,

Lucia

Hello!

We apologize for the inconvenience you've experienced. Your withdrawal request has been successfully processed and the funds have been transferred to the provided details. If you need, we can also send the transaction receipts to the moderators via email. If you have any further questions or concerns, please let us know, and we’ll be happy to assist you. Thank you for your patience!

Hello Lucia,

Thank you for your response.

I have sent the PDF wallet statement, covering the entire period from the date the wallet was created until July 6, to your email.

The wallet statement shows only one transaction of 1,000 EGP, which is the first withdrawal that I successfully received.

However, there is no second transaction of 1,000 EGP in the wallet statement.

If 1win claims that both withdrawals requests were processed successfully, then the second transfer should also appear in my wallet history, but it does not.

Therefore, I ask 1win to provide the official proof of the second transfer, including the transaction/reference ID, date, time, amount, and payment provider, so that it can be independently verified.

The wallet statement is official evidence that I received only one withdrawal of 1,000 EGP, while the second withdrawal of 1,000 EGP has not been credited to my wallet.

Thank you.

Dear 1win Casino Team,

I would greatly appreciate it if you could clarify the situation. Thank you for your assistance.

Hello!

We have carefully reviewed both withdrawal requests. According to our records, both withdrawals were successfully processed and transferred from our side to the same details you specified. The transaction receipts are available through our live chat. From our side, both withdrawals have been completed correctly.

If the second transfer is still not reflected in your wallet, we recommend checking the transaction status with your payment provider, as the funds have already been sent successfully from our side.

Dear Lucia,

At this point, it seems that 1win either does not understand my request or is deliberately avoiding it.

In my previous reply, I specifically asked them to provide the transaction/reference ID for both withdrawals, along with the transfer details, so that the payment can be independently verified.

Instead of answering this simple request, they keep repeating the same statement that the withdrawals were successful and ask me to contact my payment provider.

However, Etisalat Cash has already confirmed that there is no second transaction of 1,000 EGP in my account history, which means the second transfer was never received.

If the transfers were genuinely completed, providing the transaction/reference IDs should be a simple and standard request. I do not understand why they continue to avoid providing this basic information, especially after repeatedly asking me for a bank statement more than 10 times, which I already provided. So why are they refusing to provide any proof?

I kindly ask that 1win be required to provide the transaction/reference ID, transfer date and time, amount, payment provider, and any official proof of the second transfer.

Dear 1win Team,

The player continues to dispute the receipt of both withdrawals of 1,000 EGP and has advised that Etisalat Cash confirmed that only one such transaction appears in the account history.

We therefore kindly request that you provide verifiable documentation or transaction details supporting your position that both withdrawals were successfully processed. In particular, please provide, where available:

• The transaction or reference ID for each withdrawal
• The date and time of each transfer
• The amount of each transaction
• The payment provider or processor used
• The final transaction status
• Any official payment confirmation, processor report, or proof of transfer

Please note that the screenshots provided to date do not contain sufficient information to confirm that both transactions were successfully completed from your side.

The requested information is necessary to allow the disputed withdrawal to be independently verified with the relevant payment provider.

Hello!

We understand your concern regarding the withdrawal verification. To continue the review, we need an updated statement with the withdrawal details from the transaction date up to the present, as well as a screenshot of the bank’s response confirming that the funds were not received. We have requested this information from you via the official support team email. Please check your inbox and reply to our email.

Once we receive the details, we will conduct a further review and provide the requested information regarding the transactions once the verification is completed.

1win Team,

Please direct all further requests to Lucia.

She is handling this complaint. I have already provided everything you previously requested, and from this point forward, I will only respond to her instructions.

Dear ahmedg,

I understand your frustration. However, please note that Casino Guru acts as an independent mediator between players and casinos. Our role is to facilitate communication between both parties, help keep the complaint-resolution process moving, and provide guidance where possible.

As a third party, we cannot act on your behalf or submit documents in your name. For this reason, I strongly recommend providing any documents requested by the casino directly through the available communication channel, as this may help move the matter forward and bring the case closer to a resolution.

Please also be aware that refusing to provide documents requested as part of the casino’s verification process may further complicate the situation and could be considered non-compliance with the casino’s Terms and Conditions. I understand that submitting additional documents can be frustrating, especially when you believe you have already provided sufficient information. Nevertheless, casinos may request further documentation when they consider it necessary.

Please submit the requested documents directly to the casino and let me know once this has been done. You may then forward copies of the submitted documents to me at lucia.s@casino.guru so that we can review them in case any further issues arise.

Thank you for your understanding. I will wait for your confirmation once the documents have been submitted.

Dear Lucia,

With all due respect, I will not submit the same documents again.

I have already provided my Etisalat Cash wallet statement to 1win more than 20 times. Every time I opened an appeal or a support ticket on their website, they asked me to upload my wallet statement, and every single time I complied.

Despite this, each appeal or support ticket was eventually closed with the same conclusion: that I had supposedly received both withdrawals successfully.

Then, when I contacted them again and explained that I had not received the second withdrawal, they simply asked me to upload the wallet statement once more. This cycle has been repeated over and over without any meaningful review of the evidence I have already provided.

I also sent the same wallet statement to you, and you have confirmed that you received it.

Therefore, I do not understand why I am being asked to submit the exact same document yet again. If you or the casino need to review my wallet statement, you already have it available from my previous submissions.

At this stage, I believe the focus should not be on requesting the same document repeatedly from me, but on asking 1win to provide verifiable evidence for the alleged second transfer, including the transaction/reference ID and the official payment details that can be independently verified.

Thank you for your understanding.

Dear 1win Casino Team,

Could you please confirm whether the wallet statement was previously received and reviewed? If it was considered insufficient, please explain specifically what information was missing or why the document could not be accepted. Simply requesting the same statement again, without clarifying the issue with the previous submissions, does not appear likely to move the matter toward a resolution.

Please provide a clear explanation of which documents have already been reviewed, what further information is genuinely required from the player, and the evidence confirming that the disputed withdrawal was successfully processed and delivered.

Hello ahmedg,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia 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 Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru