1win Casino - Las ganancias del jugador se retrasan y se le niegan.

I had a very bad experience with 1win and I want to document it with evidence.

I deposited money, lost it, and then used free spins which gave me bonus funds. With those funds I played normally, made a significant profit (x640), and met the wagering requirement.

Upon completing the rollover, the system displayed a message indicating that the money would be credited to my balance within a few minutes. This never happened.

When contacting support:

First they said there was no activity in the game

Then they said that there were recorded profits.

After I was playing in demo mode

Finally, the bonus was not activated because I had $0.03 in the account

There was never any warning that a minimum balance like $0.03 would completely invalidate the bonus. Even so, the system allowed me to play, meet the conditions, and showed that the money would be credited.

This appears to be a serious design flaw or a practice to avoid payments.

I've attached screenshots of the entire conversation and the system.

Tuve una experiencia muy mala con 1win y quiero dejar constancia con pruebas.

Deposité dinero, lo perdí y luego utilicé free spins que me dieron saldo de bono. Con ese saldo jugué normalmente, obtuve una ganancia importante (x640) y cumplí el requisito de apuesta.

Al completar el rollover, el sistema mostró un mensaje indicando que el dinero se acreditaría en mi balance en unos minutos. Esto nunca ocurrió.

Al contactar soporte:

Primero dijeron que no había actividad en el juego

Luego dijeron que sí había ganancias registradas

Después que estaba jugando en modo demo

Finalmente, que el bono no se activó porque tenía $0,03 en la cuenta

Nunca hubo ninguna advertencia de que un saldo mínimo como $0,03 invalida completamente el bono. Aun así, el sistema me permitió jugar, cumplir condiciones y mostró que el dinero sería acreditado.

Esto parece un problema grave de diseño o una práctica para evitar pagos.

Adjunto capturas de toda la conversación y del sistema.

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.

Dear mateoc222,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the withdrawal process at 1win.

To assist you better and clarify the situation, could you please provide answers to the following questions:

• Have you ever made a withdrawal at this casino?
• Can you confirm the date and time of your gameplay when you made the significant profit?
• What exact bonus was activated with your free spins, and what were the requirements for that bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Yes, I have withdrawn money from this casino many times but never bonus winnings; this is the first time I've won anything with bonuses.

The gain was on 04.05.2026 at 2:43 am

The requirement was to deposit a minimum of 3000 pesos, I think. They gave me free spins on a machine and that same machine gave me a little money which I bet until I got that win.

Si, he retirado muchas veces dinero de este casino pero jamas ganancias de los bonos, es la primera vez que gano algo con los bonos.

La ganancia fue el 04.05.2026 a las 2:43 am

el requisito era depositar minimo 3000 pesos creo, me dieron giros gratis en una maquina y esa misma me dio poco dinero el cual fui apostando hasta llegar a esa win.

Thank you for your reply and for providing the previous details, mateoc222.

• Could you share with me the link/screenshot fo the Promotion granted?
• Could you provide any other additional evidence/communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I'm sending you all the information by email; I thought the screenshots of the chat and the promotion had been uploaded.

Le envio toda la informacion por mail, pense que se habian subido las capturas del chat y de la promocion.

Thank you for your reply and for providing the previous details, mateoc222.

• Is it possible to provide me with your game and bonus history?
• If there is any other relevant evidence that would support your claim, please feel free to send it to me.

Thank you again for your cooperation.

Dear mateoc222,

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.