1win Marked My 500 MAD Withdrawal As Completed But Never Paid It
On 8 April, I requested several withdrawals from my 1win account (ID: 338554927) through CIH Bank transfer in Morocco. On that same date, I made four withdrawals in total. I successfully received three of them, but one withdrawal of 500 MAD has still never arrived in my CIH Bank account.
Today marks the 33rd day since this missing 500 MAD withdrawal was marked as “completed” in the 1win system, yet the funds have still not reached my bank account. Previously, I also experienced another withdrawal of 4,650 MAD that took 15 days to arrive, which already caused serious concern about the reliability of the withdrawal system.
This current situation is even more troubling because 1win shows two separate withdrawals of 500 MAD as completed, while in reality only one of those payments was actually received in my bank account. This strongly suggests that either a payment processing mistake occurred or there is a serious issue in how the withdrawals were handled internally.
I contacted 1win customer support regarding the missing payment, and they requested a bank statement from me. I found this request unreasonable because if 1win marks a withdrawal as confirmed and completed, they should also be able to provide their own proof of payment or transfer confirmation. Nevertheless, I still waited until the end of April to obtain my complete monthly bank statement and submitted it exactly as requested.
After receiving my documents, 1win opened four separate support tickets for all four withdrawals made on the same date, even though I clearly explained multiple times that I had already received three withdrawals and that only one specific withdrawal of 500 MAD was missing.
The support team promised me a response within 72 hours, but now an entire week has passed and I still have not received any meaningful update, explanation, or solution.
I am extremely dissatisfied with both the long delays and the poor handling of this issue. I request that 1win immediately transfer the missing 500 MAD to my CIH Bank account in Morocco and provide a clear explanation regarding how this error occurred, especially considering that two withdrawals of the same amount were marked as completed while only one was actually paid.
I also expect 1win to seriously review and improve its customer support process, because opening multiple unnecessary tickets and failing to respond within the company’s own promised timeframe is completely unacceptable.
