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Complaint against 1win Casino regarding an unpaid withdrawal

On August 9, 2026, I won 1,250 AZN. The casino paid out 750 AZN, but the remaining 500 AZN has been withheld for 19 days.

I completed the verification process. As required, I provided a PDF bank statement and a video recording of my credit card. My first support ticket was registered under number SPP-1272180. When I checked it in the Telegram bots, the status was listed as "Successfully completed." However, when I asked in live chat what exactly this success meant and what the outcome was, my ticket was closed without a response and a new ticket was registered under number SPP-1325342.

Since that day, for 19 days now, the support team has given me only one answer: "We're waiting for a response from the payment provider." They refuse to provide me with the RRN transaction code and won't process the payment. I have all the screenshots and videos confirming my identity, successful verification, and the "Successful completion" notification from the bot.

I request your mediation to help me get the remaining 500 AZN from 1win Casino.

Жалоба на 1win Casino касательно невыплаченного вывода средств

9 августа 2026 года я выиграл 1250 AZN. Казино выплатило 750 AZN, но оставшиеся 500 AZN удерживаются уже 19 дней.

Я полностью прошёл процесс верификации. Как и требовалось, я предоставил банковскую выписку в формате PDF и видеозапись своей кредитной карты. Мой первый тикет поддержки был зарегистрирован под номером SPP-1272180. Когда я проверил его в Телеграм-ботах, там был указан статус "Успешно завершено". Однако, когда я спросил в живом чате, в чём именно заключается этот успех и каков результат, мне закрыли обращение без ответа и зарегистрировали новый тикет под номером SPP-1325342.

С того дня, вот уже 19 дней, служба поддержки даёт мне только один ответ: "Мы ждём ответа от платёжного провайдера". Они отказываются предоставить мне RRN-код транзакции и не проводят платёж. У меня есть все скриншоты и видео, подтверждающие мою личность, успешную верификацию и уведомление об "Успешном завершении" из бота.

Я прошу вашего посредничества, чтобы помочь мне получить оставшиеся 500 AZN от 1win Casino.

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Hello,

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 better understand the situation.

• Could you please clarify whether the withheld amount can be found on the screenshot you submitted?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear RufetAlasgarov,

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,
Tomas
Casino.Guru