1win Casino - Player experiences deposit issues.

I am part of the corresponding department. Well, it has been almost a month and I still haven't received my deposit... I asked for a cancellation for a refund and they tell me nothing. The last time I contacted them, they told me there were issues with the dates, and yes, clearly there are because the send date was March 3 and the creation of the deposit for the correct amount I sent was on March 4; the chat agent had me do this to solve the error but it only made things worse. Moreover, a deposit of 3000 pesos was removed from my account, which coincides with the send date of 5000. They really messed everything up and left me stranded with total indifference to my claim. In addition, they shut off the chat. I want to emphasize that no one contacted me by mail as they claim and they have not resolved anything. Another agent told me to call my payment provider because they are awaiting my payment provider... others say there are problems with the dates, and so it has been for a month. They have all my information because they asked for it... the dates are on my receipts that I sent to them and also market payment contacted me and told me that when it is a payment for service they cannot intervene because the payment is direct and is approved, they even gave me the transaction number and 1 win says I should contact them and I already did and they are the ones who should cancel or deposit because the money reached them and I provided them with all the receipts and detailed information to solve this because it is their part to resolve.

Hello denijoselevi,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was any of the deposits into the casino successful? Was any of the deposits refunded from those missing ones? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

1-Verified account (they only ask you to complete personal data in the player ID profile)

2-Since approximately February 28, I have been a new customer.

3-If some deposits were successful only with the Astropay payment method.

4- There were no refunds; only openings of claim tickets for deposits not reflected in my player account.

5- I am contacted from the moment that any of the deposits were not reflected for more than 24 hours and the customer service chat opens complaint tickets to resolve and requests proof of payment and proof of deposit creation in win; to inform the ticket with a period of 1 to 7 days so that the corresponding sector can solve it.

The issue with my last contact was that they exceeded the time frame for ticket resolution since it was more than 1 to 7 days.

I have been contacting you for the same problem since March 4th when I opened the claim. Unfortunately the information is always the same and does not change status. I requested a refund because the time for the deposit to be reflected was already too long.

It is not resolved and I sent all my receipts and movements from both my player account and My payment provider: Mercado Pago.

I have even contacted my payment provider Mercado Pago and they inform me that it is APPROVED, but they cannot intervene when it is a service payment.

Well, win customer service tells me that they have been waiting for contact from the supplier (paid market) for almost a month. I contacted you in less than 24 hours with the payment market. Then they tell me that it had extra reviews to justify the delay but a deposit can never take a month, it is illogical. Extra revisions with all the information provided and clear do not close me either. Then they told me that the first ticket was misinformed by the agent and they opened another one for the same case and that it was possible that it would take 1 to 7 days again but it was supposedly clearer and I returned to submit all my receipts and movements with dates and times of everything. I'm still waiting and the answer is: waiting for the provider to contact the corresponding sector...they even told me that the deposit was not made in the player account; When they received the payment through digital collection: (which is the win provider for payments with market payment) since that is how it appears on the payment receipt that I have. Every time you want to deposit through Mercado Pago, a deposit invoice with instructions is first generated in the player account, then you go to Mercado Pago and it is taken as a service payment, it is not a transfer. Therefore, a payment may take 24 to 48 business hours. But it doesn't take almost a month. I have proof of all that and I gave it to them.

The point is that it is a back and forth in addition to the everyday indifference; where they generate a very cold customer service speech and they do not leave that line. There is no valuable information that I can interact with customer support; I feel like everything is excuses and problems every day since I contacted you. I do not have my money to play as a client nor do I have the refund I requested because the payment is accredited. I want a solution

On 03/31, the amount claimed on March 3 was deposited.

I want to close this case but despite the refund, it has taken too long to resolve a ticket since it exceeded the time frame that they report. And the customer service did not feel contained during the process. I also inform you to close it. Since it was resolved today 03/31.

Dear denijoselevi,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru