The player from Italy is facing issues with his account at 1win, where the Security Department requested his USDT TRC20 wallet address for a payout and then ceased communication after he provided it. Despite inquiries, the player received a response from the VIP Manager admitting to "deliberate evasion" and has been denied contact information for an independent ADR provider to mediate his case.
1win Casino - Player's refund request is delayed.
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6d 17h 55m 26s
1win Casino
Guvenlik Endeksi 8.7 YuksekCase summary
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14 hours ago
On July 2, 2026, the 1win Security Department requested my financial coordinates (USDT TRC20 wallet address) to process a refund/payout. Immediately after I provided the requested details, the operator ceased all communications, ignoring over 15 consecutive formal inquiries.
On July 10, 2026, the official VIP Manager replied from his corporate email address, explicitly admitting in writing that his own Security Department's conduct constitutes a "deliberate evasion" regarding my case.
I have repeatedly asked 1win to provide the contact information of their certified independent Alternative Dispute Resolution (ADR) provider so I could submit my case to a mediator, but they have ignored this request as well.
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6 hours ago
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.
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6 hours ago
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.
- Could you please specify why you requested a refund from this casino? Is this a refund for lost deposits, or are you requesting a refund for a deposit that was made but not used for any gameplay?
- Have you completed the full KYC verification at this casino?
- Are you currently able to access your casino account, or has it been closed? If it has been closed, could you please specify the reason for the closure?
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
