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I have a withdrawal of 4000 EGP from 1Foz Casino that was made 35 days ago, and the casino gave me a fake verification number (2999495406). I contacted my eMoney wallet customer service, and they officially confirmed that this number doesn't exist in their system and no money has been received. I have an official account statement (PDF) proving that not a single penny has been deposited in the last 35 days, and the casino's support team is stalling and giving automated replies. They are delaying the return of the money in person.

عندي سحب بقاله 35 يوم فقط 4000 جنيه من كازينو 1فوز، والكازينو مديني رقم الاختيار وهمي (2999495406). أنا كلمت آند خدمة عملاء محفظتي (إي ماني) لتحضيروا لي رسميا إن رقم مخصص ده مش موجود في السيستم بتاعهم ومفيش أي فلوس وصلت. معايا كشف الحساب الرسمي PDF بيثبت إن مفيش مليم دخل طول الـ 35 يوم، ويدعم الكازينو بيمااطل وبيرد بردود تلقائية. تأخروا لأجلهم على إرجاع الفلوس يداً."

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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.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for verification?
• What types of games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without a bonus?

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

Identity verification (KYC): Yes, my account is fully activated and I have submitted the required identification documents.

Games I played: All my winnings came solely from sports betting.

Bonuses: I played with my own real deposit money, without using any bonuses.

I look forward to helping you resolve the issue soon. Best regards!

​التحقق من الهوية (KYC): نعم، حسابي مفعل بالكامل وقمت بتقديم وثائق الهوية المطلوبة.

​الألعاب التي لعبتها: كل أرباحي كانت من خلال رهانات الرياضة فقط (Sports Betting).

​المكافآت (البونص): لعبت بأموال الإيداع الحقيقية الخاصة بي، ودون استخدام أي بونص.

​أتطلع لمساعدتك في حل المشكلة قريباً. مع أطيب التحيات!

Dear LidoAhmed2026

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, Maria ([email protected]). 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,

Veronika

Dear LidoAhmed2026,

It’s a pleasure to e-meet you. My name is Maria, and I’ll be handling your complaint moving forward.

I’m sorry to hear about the difficulties you’ve experienced. If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I’m also inviting a representative from 1win Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 1win Casino,

Please provide detailed information regarding the player’s issue. Specifically, we would appreciate an explanation as to why the payment via eMoney has not been processed.

Thank you in advance for your cooperation and prompt response.

Best regards,

Maria

Hello!

We apologize for the inconvenience regarding your withdrawal of 4,000 EGP. We understand how frustrating this situation can be.

If the funds have not been received, please provide a recent account statement from the date of the withdrawal. This will help us expedite the investigation and ensure your funds are returned.

Thank you for your patience, and we will do our best to resolve this matter as quickly as possible.

Dear 1win Casino,

Thank you for your response.

The player has now provided the requested account statement. Could you please review the document and continue your investigation regarding the withdrawal of 4,000 EGP made via eMoney?

Once your review is complete, please update the player on your findings and any next steps regarding the withdrawal.

Thank you in advance for your cooperation. We look forward to your response.

Hello, unfortunately, screenshots of the statement won't work for us; we need the statement in PDF format. Could you please email it to us at [email protected]?

Hello Maria and 1win Representative,

​I have just sent the official PDF bank statement directly to [email protected] from my registered email address, exactly as requested.

​Please check your inbox and proceed with resolving the 4,000 EGP withdrawal issue.

​Thank you.

Dear 1win Casino,

The player has now provided the requested account statement again. Could you please proceed with the investigation of the player's withdrawal?

Once your review is complete, please update the player on your findings.