1win Casino - Player’s deposit has never been credited to his casino account.

Hello Team,

i have deposited 10000 rupees on 28th june using paytm, i have tried to activate is as usually but I couldn’t , i have contacted 24/7 support many times after few days they stopped responding and asked me to contact 1win email id. I have wrote everything in details to them,

now there is no response from either 24/7 nor from email id

Dear jarneesbn,

Thank you very much for submitting your complaint and forwarding your payment receipt. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider as you did already. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be located and refunded back to you or credited to your casino account.

Could you please advise if it was your first deposit attempt in this casino?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Hello am happy to see that finally i got some response, am playing from past 2 years.

this time am facing multiple issues more over customer service is very bad, they don’t know anything except asking me to write to the mail.

i have already contacted with my bank and they have confirmed that funds have been credited to the casino account.

please do suggest what i have to do ?

I fully understand your frustration, jarneesbn. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 10 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds.

Meanwhile, you could forward any relevant communication between you and the bank to petronela.k@casino.guru.

Thank you in advance for your patience and understanding.

Am tired off asking this people. Atleast help me to get my withdrawals of 60000

I do apologize, but I don't understand. Do you have a pending withdrawal of 60,000 INR?

Dear jarneesbn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hello,

yes there is a pending withdrawal but in 1win app its showing that they have paid me but i have not received the same.

multiple times i have informed them this issue. Even i have shared my bank statement too. Let me know if they required any more details

Could you please forward a screenshot of your requested withdrawal? My email address is petronela.k@casino.guru. Thank you very much in advance.

Thanks,

i have sent you email please check

Dear jarneesbn,

Thank you for forwarding your bank statement. Unfortunately, I think it was a misunderstanding, as I asked for a screenshot of your requested withdrawal from the casino account.

Hello,

i have shared the screenshot of withdrawals request from casino also in the same email. Please check once again if you are unable to view the same I will forward you again

I have only received a PDF file (bank statement) that I couldn't open as it is protected by a password. I haven't received any screenshots of your requested withdrawals.

Dear jarneesbn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.