1Go Casino - El retiro del jugador se retrasa.

I made a withdrawal on January 27, 2026, which hasn't arrived yet. I contacted support, but they weren't helpful. They said the money had already been transferred and that I should send bank statements as PDFs. I sent both regular bank statements and PDFs, but I haven't received anything since.

Ich habe am 27.01.26 eine Auszahlung getätigt, die bis heute nicht bei mir angekommen ist. Ich habe mit dem Support geredet jedoch kamen dort keine hilfreichen Sachen. Dort wurde gesagt dass das Geld schon überwiesen wurde ich Kontoauszüge senden sollte als PDF. Ich habe wöeche gesendet normale und als PDF jefoch kam danach nichts mehr

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

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

• Have you made any successful payouts from the casino in the past? When was the last time you made a successful payout from this casino?
• Did you achieve your current balance with the help of a bonus?
• When did you submit your bank statements to the casino for review?
• When was the last time you were in contact with the casino regarding the issue?

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

Yes, I made withdrawals before.

I reached the balance without a bonus.

I cannot create PDF files of my bank statement at my bank.

A few days ago, I couldn't access my account anymore because I forgot my password and no longer have the email to reset it.

Ich habe Auszahlungen davor getätigt ja.

Och habe das Guthaben ohne Bonus erreicht.

Ich kann keine PDF dateien bei meiner Bank von meinem Kontoauszug machen.

vor ein paar Tagen, da ich nicht mehr in mein Konto komme weil ich das Passwort vergessen habe und die Email zum zurücksetzen nicht mehr besitze

Thanks for your reply.

• Has the payout reached your bank account since your last post?
• In case the issue persists, could you please specify what format you receive your bank statements in?
• Which bank do you use?

Please let me know,

-No, they are not

-However, the support team at this casino does not accept it in paper form.

-Postbank

-Nein sind sie nicht

-in Papierform jedoch nimmt der Support von diesem Casino das nicht an

-Postbank

Dear Alex74,

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, Stefan (stefan.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

Okay, thank you.

Ok dankeschön

Dear Alex74,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from 1Go Casino to join this conversation and assist in addressing the complaint.

Dear 1Go Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear player,

We have reviewed all chat sessions from your account with our support team. According to our records each time you contacted support, you left the chat after a few minutes without providing any information.

Please contact our support team again and provide a bank statement covering the period from the withdrawal date up to today, so that we can forward the request to the payment provider.

Best regards,

1GO Casino

Hello Alex74,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear 1Go Casino,

Could you please state whether the payment was processed and sent to the player's bank account?

I look forward to your response.

No, she hasn't been yet.

Nein wurde sie noch nicht.

Dear player,

We still haven't received a bank statement from you. Please note that this is vital inorder to sort out the issue with your withdrawal. Kindly please send it to email help-1go@support.win.

Best regards,

1GO Casino

Dear Alex74,

Could you please follow the casino's instructions and provide them with the necessary documentation?

Please let me know once you have provided the casino with the bank statement.

Dear Alex74,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru