1win Casino - No se han recibido los retiros de los jugadores.

Hello. I am filing this formal complaint against the operator 1win due to the unjustified withholding of my funds totaling $10,500 MXN, corresponding to three individual withdrawals of $5,000 MXN, $2,500 MXN, and $3,000 MXN. All three transactions have been marked as "Successful" in my casino history for over a month, so the money was deducted from my gaming balance. However, the SPEI transfers never reached my Santander and Banamex bank accounts in Mexico. On August 1, 2026, after I sent my complete monthly statements, 1win's finance department validated the evidence and assigned me three official investigation numbers to their local payment provider: SPP-1150556, SPP-1150572, and SPP-1150576, promising a solution within 24 hours. This deadline has passed, and when I contact them through their email and Telegram support channels, the only response I repeatedly receive is that the case is "still in process." They refuse to provide the Banxico tracking codes (CEP) that would demonstrate the actual disbursement of the funds or to refund the MXN $10,500 to my gaming account. I request Casino Guru's intervention to compel the operator to credit the funds or return them to my balance.

Hola. Presento esta queja formal contra el operador 1win debido a la retención injustificada de mis fondos por un total de $10,500 MXN, correspondientes a tres retiros individuales por montos de $5,000 MXN, $2,500 MXN y $3,000 MXN.Los tres movimientos aparecen marcados como "Exitosos" en mi historial del casino desde hace más de un mes, por lo que el dinero fue descontado de mi saldo de juego. Sin embargo, las transferencias SPEI jamás ingresaron a mis cuentas del banco Santander y Banamex en México.El día 1 de agosto de 2026, tras enviar mis estados de cuenta mensuales completos, el departamento financiero de 1win validó las pruebas y me asignó tres folios de investigación oficiales dirigidos a su proveedor de pagos local: SPP-1150556, SPP-1150572 y SPP-1150576, prometiendo una solución en un plazo máximo de 24 horas.El plazo venció en su totalidad y, al contactarlos por sus canales de soporte de correo y Telegram, la única respuesta que recibo de forma repetitiva es que el caso "sigue en proceso". Se niegan a entregar las claves de rastreo de Banxico (CEP) que demuestren la dispersión real del dinero o a reembolsar los $10,500 MXN a mi cuenta de juego. Solicito la intervención de Casino Guru para obligar al operador a acreditar los fondos o devolverlos a mi balance.

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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, which payment methods did you use for these withdrawals?
• Could you please forward me the communication between you and the casino customer support regarding your requests for tracking codes for your withdrawals? My email address is 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