1win Casino - プレイヤーの賞金は資金提供を受けていません。

Hi everyone, Im using this casino for a long time, had in the past many times problems with deposit, but luckily and hardly got them solved by spending many hours opening tickets and permanently texting support, now I have issue with their Live Roulette, I got yesterday placed bet of 375usdc on red, It was won and money did not got funded, then i tried to make few bets with 1usdc to check it out and looks like every time i win money not get funded, today i spent 4 hours trying to solve out this problem with support, they telling my that they need photo of match history, which is always empty, probably some bugs with site..., some of them telling there was no bets made, I make a video and want to show you how this casino works, hopeffuly will get their attention and my won money back, don't see other option, sick of this. https://streamable.com/bwlwxt

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 1win Casino.

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

• Do you have access to game history records provided by the casino? (not by the game or game provider)
• Have you provided the video to the casino support for investigation already?
• Have all incidents happen on the same table? Could you please specify when you noticed these glitches?
• 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

Hi Tomas, I spoke many times with support, send them this video, they keep telling me that no bets made at the time i provide them when i stake my high bet, they keep asking for match history picture, as you can see in my video match history is bugged, same as this roulette, chat pictures I don't have, Its very hard to deal with them, every time they answer one question, they keep closing the tickets, need keep opening them all time, very poor support help

Thanks for your reply.

• Do you have any evidence of the 375 USDC bet taking place? Do you know the details, such as the game round ID, precise time, and date?
• Have you requested detailed records of your game history from the casino? If you haven't, I recommend you do.
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to your reply.

Dear ARMUHA,

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.

Hi Tomas, sorry for delay, I was on holidays, I tried contacting support right now to provide me my history and for 1 hour Im still not receiving any information, date and time of the bet you can see in the screenshots. Thank you

Got answer after waiting 90 minutes, as you can see in photos, they cannot provide me records of my bets Im contacting them for 2 weeks and spending lot of time until I contact them and all the time I get same answer I hope yous gonna take some action and help my get my winnings. Thank you

Hello ARMUHA,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

The game history records show your bets, IDs, and times when the bets took place.

Without these records, the only evidence you have is 2 USDC in uncredited winnings. I recommend you contact the casino and request your game history from March 2026 in order to learn about the relevant bets. These are usually given in files explorable in Excel, or as PDFs. If the casino refuses to give you these records, please let us know, and we'll assist you further.

Dear ARMUHA,

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.