Refund stuck for weeks with only automated replies Self excluded account balance not paid
Reason: Delayed payment
Hello AskGamblers Team and 1win,I am submitting a new complaint because the previous one was closed on the basis that 1win support said the request was “being processed.” However, the situation has not improved at all.Account Information:Player Account ID: [25581487]Amount: Approximately $197 USDSummary of the Issue:My player account is under a 1-year self-exclusion. Before and during this period, affiliate commissions from 1win Partners were transferred into this player account. Around $197 was successfully credited to my player account from the affiliate balance.I requested a refund/withdrawal of this remaining balance. Support asked for my crypto address, which I provided immediately.What has happened since then:For several weeks I have only received the same automated reply:“Your request for a refund of an unsuccessful deposit is being processed, please wait.”This description is incorrect. It is not an unsuccessful deposit. It is money that was already transferred from my affiliate (Partners) account into my player account.At one point, support told me to contact my “VIP manager.” No VIP manager was ever assigned to my account, even though I had requested one multiple times in the past.I have sent multiple polite follow-ups clarifying the nature of the funds and asking for a timeline. I continue to receive only the same computerized reply with no real update and no payment.Current Situation:The refund has been stuck in “processing” for a long time with zero progress. Support is not providing any human response, timeline, or resolution. I am in a difficult financial situation and urgently need this money.What I am requesting:Please process the refund of the approximately $197 to the crypto address I already provided, or give a clear explanation and a definite timeline.I have full screenshots of the entire conversation, including the request for the crypto address and all the repeated automated replies.Thank you for your assistance.Best regards,Shubham
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AskGamblers • Support Team 3 weeks ago Dear all,As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.For the dispute regarding the affiliate, please submit a separate affiliate complaint https://www.askgamblers.com/submit-affiliate-program-complaintWe thank both parties for their assistance during the complaint process.
Maymoon666 3 weeks ago Hello, Thank you for your response. You stated that the remaining balance was fully refunded on September 2, 2026. This is only partially correct. The amount refunded on September 2 was approximately $197. That was the money which had already been transferred from my affiliate (Partners) account into my player account. There is still approximately $135 that was left unpaid in the affiliate account itself at the time it was banned. This $135 was never paid out and is a separate amount. Please do not mix the two. The $197 player account refund has been received. The $135 unpaid affiliate balance has not been refunded. I request 1win Partners to release the remaining unpaid affiliate balance of approximately $135. Looking forward to a clear response on this specific amount.
1win Casino • Representative 3 weeks ago Hello! As we have confirmed earlier, $197 was transferred to your gaming account and subsequently paid out to your payment details. Regarding the $135, these funds are not currently available in your gaming account. If the balance remains on the blocked affiliate account, we are unable to process or transfer it from our side, as we do not handle partner account inquiries. Please contact the affiliate program’s designated support team regarding this balance. Thank you for understanding.
AskGamblers • Support Team 3 weeks ago Dear 1win Casino,The AskGamblers Complaint Team is kindly asking you to provide evidence that will show that balance was fully refunded. Please send required information to support@askgamblers.com directly.Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties. Thanks in advance for your cooperation.
