The player from Kenya made a deposit on August 9th, 2023, but it was not credited to his account by 1win, despite being debited from his wallet. The complaint was resolved as the player's deposit got credited into his casino account.
1win Casino - Player's deposit has not been credited.
Amount: KSh1,621
1win Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
I made a deposit on 9th August 2023 but the 1win team didn't credit by account. The money was debited from my wallet but it's been 24 hrs since I made the deposit. Kindly help get back my money.
ID 39780487
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1 year ago
Dear njogumuriuki98,
Thank you very much for submitting your complaint. 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. 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 credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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1 year ago
Here is the screenshot of my payment receipt. Also, the amount in question was Ksh 1921, and up to now, they haven't credited it to my account. 
The guys in chat support don't help in any way. You can probably tag 1win Casino so that they can help with the case or do a follow-up as well.
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1 year ago
Dear njogumuriuki98,
As the deposit occurred less than a week ago, I would definitely recommend to wait only. Be sure to forward the payment confirmation to the casino as soon as possible and give them time to process it. We usually recommend to wait up to 3-4 weeks as it might take longer to locate the lost funds.
Also is there any visible pending deposit on your casino account? Is there any indicator that the payment actually went to the casino and not some other institution?
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1 year ago
Dear njogumuriuki98,
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.
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1 year ago
Dear njogumuriuki98,
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
