1win Casino - 選手の退出手続きが延期されました。

Hello. I registered at 1win in 2024 and have used my account exclusively for cryptocurrency transactions. All deposits and withdrawals were made in crypto without any issues.

In March 2026, the cryptocurrency withdrawal option completely disappeared from my account.

Support informed me that due to my account currency (BYN), withdrawals are now only available via bank cards.

I attempted several withdrawals to different bank cards, but all transactions were cancelled on the 1win side. My bank confirmed that no transactions were declined from their side. Support provides no clear explanation and only suggests trying again.

I have already successfully passed account verification (KYC), so there are no restrictions related to identity or compliance.

At this point:

- Crypto withdrawal is no longer available

-Bank withdrawal is not working

- No solution is provided

I am ready to confirm ownership of both my cryptocurrency wallet and my bank card if required.

I request:

1. Immediate processing of my withdrawal

2. Restoration of cryptocurrency withdrawal method, OR

3. A functional withdrawal alternative

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 Balen,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 1win Casino. Please understand that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. Could you please advise if you have been informed about any alternative method to withdraw your winnings? If so, do the withdrawals appear as pending in your account?

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,

Attila

I've repeatedly asked 1win support to help me withdraw to my bank card or provide any working alternative withdrawal method. In response, I receive the same responses: my payment was rejected by the payment system and I need to try again. I've tried more than 10 times (including using different banks), and I think it's pointless. The bank I want to withdraw to has informed me that no attempts were made to credit my account, and therefore, no payments have been rejected.

All my requests for withdrawals to my bank card are changing very quickly, even though I withdrew cryptocurrency easily and quickly just three weeks ago.

I don't see the slightest desire on 1win's part to help me.

Hello Balen,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Balen,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

Hello. The correspondence with 1win support was in Russian. I also created a parallel thread on askgambler. There's more informative correspondence in English there, and perhaps you'll find it useful.

https://www.askgamblers.com/casino-complaints/1win-casino-withdrawal-blocked-after-removal-of-cryptocurrency-method

Thank you for your assistance

Dear Balen,

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, Michal (michal.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,

Attila

Dear Balen,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

I understand that the availability of payment methods can vary across jurisdictions and that certain options may be discontinued over time due to regulatory or operational constraints beyond your direct control.

That said, it remains important to ensure that players have access to a reliable and practical method for withdrawing their winnings. While I acknowledge your statement that there are no restrictions on the player’s account from your side, the current situation appears to leave the player without a suitable withdrawal option.

In this context, I would kindly encourage you to consider offering the player an alternative, commonly accessible payment method to facilitate the withdrawal. This would help ensure a fair outcome and a smoother resolution for all parties involved.

If there are any other relevant details or circumstances to this case that cannot be shared publicly, you can provide them directly to me at michal.k@casino.guru for an independent assessment.

Hello!

At the moment, an alternative withdrawal method cannot be provided on an individual basis. Available options depend on the current payment systems integrated into the platform. Our team regularly works to expand and maintain stable withdrawal methods, and all available options for your region are always shown on the website. There are no restrictions on withdrawals from our side.

For now, you can try repeating the withdrawal request using one of the available options. We are sorry for the inconvenience.

Hello,

Multiple withdrawal attempts (already several dozen), made to the only remaining available method - bank card have been automatically declined shortly after submission. This situation arose after you removed the previously stable withdrawal method that had been working for several years - cryptocurrency - without any clear explanation or justification, leaving only one available option.

Despite my numerous requests, no clear explanation or reason for these repeated declines has been provided. Likewise, no evidence has been presented to show that my transactions were lawfully rejected or restricted.

Support responses remain generic and do not address the core issue.

At this stage, there is no transparency regarding:

• the real reason for repeated withdrawal rejections
• the status of payment processing
• any supporting logs or evidence of alleged "operator-side rejection"

I would also like to ask Casino Guru staff to verify the information provided by 1win regarding alleged operator-side rejection of withdrawals, and to confirm or refute it based on factual data and transaction logs.

In my view, this looks like a systematic blockage or delay of withdrawals without proper justification or documented evidence.

Dear 1win Casino,

Thank you for your previous response.

Following the player’s latest update, the matter appears to require further more thoughtful clarification and consideration. The player states that multiple withdrawal attempts—reportedly several dozen—via the only currently available method (bank card) have been automatically declined shortly after submission. This situation arose after the removal of a previously functional withdrawal method, leaving the player with a single option that, in practice, does not appear to be working.

While you have indicated that there are no restrictions on withdrawals from your side, the repeated and consistent rejection of withdrawal requests suggests that there may be underlying technical, processing, or provider-related factors affecting these transactions.

In order to proceed with an objective assessment, I kindly ask you to provide clarification on the following:

• the specific reason for the repeated automatic rejection of the player’s withdrawal requests,
• whether these rejections originate from your system, a payment provider, or another intermediary,
• confirmation as to whether the currently available withdrawal method is fully operational for this player and region, and
• any relevant logs, timestamps, or internal records that would substantiate your position.

From a fair practice perspective, it is essential that players are not only theoretically provided with withdrawal options, but are also able to successfully use them in practice. A situation where all attempts are consistently declined, without clear explanation, raises legitimate concerns that the player is intentionally put into this situation.

If any of the requested information cannot be shared publicly, please feel free to provide it directly to me at michal.k@casino.guru for an independent review.

Hello!

We have requested the information in question from our specialists and are currently awaiting a response so we can analyze the situation in more detail. As soon as we receive the necessary data, we will get back to you immediately.

We apologize for the delay and thank you for your patience.

Dear 1win Casino,

I eagerly await your prompt reply or, preferably, the processing of the player's withdrawal through a dependable payment method.

Hello!

I understand your situation and your frustration. However, unfortunately, our support team is currently unable to process a withdrawal request from your account. I recommend trying to withdraw funds again using your bank card. If you encounter any issues, please let us know, and we’ll do our best to help. Thank you for your patience.

Dear Balen,

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.

Hellо

The situation remains unchanged — the withdrawal has not been completed and I have not received the funds. The casino continues to give generic responses without any specifics and does not explain the reasons for the rejected transactions.

Also, no alternative withdrawal method has been offered to me. At the same time, dozens of my withdrawal requests have already been rejected without any explanation.

Could you please confirm whether you have received from 1win any evidence regarding the transactions (logs, reasons for rejection, and other supporting data), or have they still not provided any concrete information?

I am ready to provide additional screenshots or correspondence if needed.

Thank you.

Dear Balen,

Sadly, I have received no evidence regarding the unsuccessful transactions. No logs, clear reasons for rejection, or other supporting data were provided to me.

Dear 1win Casino,

While I acknowledge that unforeseen technical or payment-processing issues may occasionally occur, the present situation has persisted for a considerable period of time without what appears to be adequate corrective action from your side.

It remains the operator’s responsibility to ensure that reliable and functional withdrawal methods are available to players at all times.

From a fair practice and consumer protection standpoint, it is essential that withdrawal options are not only formally available within the system but also practically usable by players in a consistent and effective manner. A situation in which all withdrawal attempts are repeatedly declined without a sufficiently clear explanation or an effective alternative solution naturally raises legitimate concerns regarding the fairness and proportionality of the process applied to the player.

I therefore respectfully ask you to provide a workable resolution enabling the player to successfully withdraw their funds without additional unnecessary delay.