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

Indeed, I had made other withdrawals previously, and all of them had been successful and processed very quickly. I had requested these withdrawals via SPEI to my Santander account, and there had never been any delays until June 20th. That was the first withdrawal that appeared as successful, but it hadn't been reflected in my account until today. There are three pending withdrawals that haven't arrived: June 20th, 23rd, and 26th, for amounts of 3000, 5000, and 2500.

I will send you the requested information by email, including the screenshots of the chat with the casino's customer service.

Efectivamente ya había realizado otros retiros anteriormente y todos los que había hecho se habían realizado con éxito en muy poco tiempo y los retiros los había solicitado por SPEI a mi cuenta de Santander nunca se había demorado o atrasado hasta el día 20 de junio, fue el primer retiro que me aparecía como exitoso y no se reflejaba hasta el día de hoy son tres retiros pendientes que no me llegaron 20, 23 y 26 de junio de cantidades 3000,5000 y 2500

Le enviare la información solicitada por correo, las capturas de pantalla del chat con el servicio al cliente del casino

Thank you for the email. Before we proceed with the investigation, could you please specify the games you played to accumulate your winnings? Were they slots, live casino games, or sports betting?

Did you accumulate your winnings with or without a bonus?

These were slot machine games where I accumulated my winnings, and I didn't actually use any bonuses to generate them.

Fueron juegos de tragamomedas en los cual acumule mis ganancias y no efectivamente no usé bonos para generarlas

Dear ANTRAXX

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, Jana (jana.k@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

Dear ANTRAXX,

My name is Jana, and I will be your point of contact as we work to address your complaint. I sincerely apologize for the delay you are experiencing with your withdrawal. Please rest assured that I will reach out to the casino on your behalf and do my utmost to resolve this issue promptly.

I would also like to invite a representative from 1win Casino to join this conversation to facilitate the resolution process.

Dear Casino,

could you please provide an explanation for the delay in processing the player's withdrawal?

Thank you in advance for your cooperation and assistance in this matter.

Hello,

Thank you for reaching out, and we apologize for the inconveniences you've experienced. We have carefully reviewed your situation and provide the following information regarding each of your requests:

SPP-1150556 (3,000 MXN): There was an error in the account details provided when creating the withdrawal request. The payment has been successfully sent to the details you provided, and unfortunately, we cannot cancel this transaction. We recommend that you double-check your details when creating future requests.

SPP-1150572 (5,000 MXN): This request is currently under processing. We have forwarded it to the finance department, and we will contact you as soon as we have updated information.

SPP-1150576 (2,500 MXN): This transaction has been canceled, and the funds have already been returned to your gaming balance. We trust that you have been able to successfully withdraw these funds.

We understand that this situation can be frustrating, and we will do everything possible to resolve it. If you have any further questions or need assistance, please let us know.

Dear ANTRAXX,

As indicated in the previous message from the casino, your payouts have been processed. I would greatly appreciate it if you could keep us informed once the funds have been received. Your continued assistance and cooperation in this matter are highly valued.

Indeed, the funds for request SPP-1150576 have already been returned to my gaming account, and with request SPP-1150556 I never made a mistake when entering my bank details for the withdrawal, since the data entered (CLABE) is from my Santander bank account and I can send proof that I already sent it to 1win casino support, showing that I never received the funds ($3000), while they keep telling me that they have already been sent and that it was my mistake when entering the bank details, which is not the case.

For application SPP-1150572, they keep telling me for over a month that it's in process, and I never get a positive response. It's always the same: in process, in process, and I've waited too long because I've sent everything necessary and everything they've asked for, and they just keep telling me it's in process.

Efectivamente la solicitud SPP-1150576 ya fueron devueltos los fondos a mi cuenta de juego y con la solicitud SPP-1150556 realmente nunca me equivoque al ingresar mis datos bancarios para el retiro pues ya que los datos ingresados (CLABE) son de mi cuenta bancaria de Santander y puedo mandar pruebas que de hecho ya se las mande al soporte del casino 1win qué nunca recibi los fondos (3000$) mientras me dicen solo que ya se enviaron y que fue un error mio al ingresar los datos bancarios cuando no fue así.

Para la solicitud SPP-1150572 solo me dicen ya más de un mes que me tienen diciéndome que esta en proceso y nadamas no recibo una respuesta positiva siempre es la misma de que en proceso y en proceso y ya espere demasiado por que eh mandado todo lo necesario y todo lo que me han pedido y solo me tienen con eso de que esta en proceso.

Hello!

Regarding withdrawal request SPP-1150572, we can confirm that it was cancelled and the funds were returned to your gaming account.

As for SPP-1150556, the documents you provided were reviewed, and the details shown in the submitted documents did not match the details used to process this withdrawal. To clarify this discrepancy, our support yeam has sent you an email from the official support address. Please check your inbox, and reply to our request with the information needed for further verification. Once we receive your response, we will be able to continue reviewing the matter.

Dear ANTRAXX,

I hope this message finds you well. I would like to kindly draw your attention to the message above from the casino. In order to proceed further, could you please provide the casino with the necessary documentation to complete the verification of your account? We would greatly appreciate it if you could keep us updated once you have submitted the required information. Thank you for your continued support and cooperation throughout this process.

Dear 1win Casino,

I hope this message finds you well. Could you kindly provide us with confirmation regarding whether all funds have been transferred to the player's account? If possible, please send any relevant screenshots or supporting documents to jana.k@casino.guru. Once we receive this information, we will be able to evaluate it and proceed accordingly. We greatly appreciate your ongoing support and cooperation in this matter.

Hello!

Thank you for reaching out. We understand your concerns regarding the withdrawal process.

We want to inform you that your withdrawal has been canceled and the funds have been returned to your account. Additionally, we have sent you an email with further details regarding this matter.

If you have any more questions or need further assistance, please don’t hesitate to contact us.

Dear ANTRAXX,

I hope this message finds you well. Could you kindly confirm whether the funds have been returned to your account? Furthermore, if there are any other issues that we can assist you with, please do not hesitate to let us know. Otherwise, may we consider this case resolved? We truly appreciate your continued support and cooperation in this matter.