1win Casino - Player's deposit hasn't been credited to the account.

On 8th april at 10:18 am, I deposited 20k . Transaction was successful. But money not get credited in my gaming account. So after 3 hours i raised the complaint and share the screenshot. But today is 21st april and they are telling me that they are still waiting for update. It has been 14 days and still they are not able to solve this problem. Even I send them bank statement but they are doing nothing and telling me to wait and wait. And Even I contacted my manager but he is saying the same thing sir wait for update. below is the attached screenshot of payment . Please solve this as soon as possible. My account id is : 53946590

Dear divyanshujadon2508,

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 that takes approximately one month. In these cases, the 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.

• Could you please advise if it was your first deposit in this casino?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

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

Best regards,

Petronela 

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I am playing from last 7 months.

Generally When i face this kind of issues , that were solved in 2 days. But this time it has taken more than 2 weeks.

And yes I already contacted my bank and they are saying transaction is successful.

I already shared the bank statement with casino.

But they are not providing any response and update just telling me to wait.

Additional comments from the player:

Please close my 1win compliant, because my deposit is not declined as per 1win payment team

Thank you, divyanshujadon2508, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

My problem is not solved till now. I asked the bank about transaction and from bank side it is successful. But 1win is not added the money till now in my account. And I am waiting for my money from last 17 days but till now no proper response from their side.

Casino guru can you please fasten the process?

From 8th april i am waiting for my own money.

And they are not providing any fruitful solution.

I completely empathize with your frustration, divyanshujadon2508. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 8 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

hey, already 24 days passed. But till now no money refunded. Just waiting for my own money

Hi divyanshujadon2508,

I'm sorry to learn that there hasn't been any progress since the beginning of April. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.

Hey, below is my bank statement from 8th april to 6th may.

As in bank statement you can see on 8th aoril at 10:18 am , 20000 rs left my account and after that there is no refund of 20000 in my bank account. As i am not able to upload pdf. I took screenshot of bank statement please see.

Thank you very much, divyanshujadon2508, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear divyanshujadon2508,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1win Casino to join the conversation.

Dear 1win Casino,

Can you please provide more information on why is the player's deposit still not reflected on their casino account?

Good afternoon

The deposit is credited to the user's game balance.

Sincerely, 1win team.

But my account is on hold from last 18 days I can’t withdraw any fund from it.

Good afternoon

Please wait for verification to confirm your identity - this is standard procedure. Verification can take from 14 to 30 days.

Sincerely, 1win team.

27 days passed till when i will receive an update?

Good afternoon

Verification of your account was successfully completed, at the moment your account is operating normally and you have access to the full functionality of the site.

Sincerely, 1win team.

Thank you for the update, 1win team.

Dear divyanshujadon2508,

As per the response from the 1win team, the verification of your account was successfully completed, and you now have access to all functions. I understand the verification process could be quicker, but 1Win, like any other casino, has policies that they need to follow. I trust you will now enjoy your time in the casino without any issues.

Can we consider your complaint resolved or do you require assistance with anything else?

Dear divyanshujadon2508,

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.

Sir My manager told me that due to 1 month delay of amount deposited I will provide you some voucher for this delay as I deposited the amount on 8th of april. After almost 32 days I received the money. I won some amount but my account was on hold I was not able to withdraw the fund. I asked my manager regarding the voucher he was talking. But he declined and told me that your deposit was on hold due to security check on your account. If this is the reason then I should be receiving my fund after the security check pass but i received the money in between. And they intentionally put my account on hold so that I can’t withdraw my fund. I need some compensation for holding my fund more than 40 days.

Dear divyanshujadon2508,

I understand your not ideal experience with the whole situation, I can agree with you the casino team could have handled it better, but the casino is entitled to do security checks, and sometimes security checks can take longer than expected. Do I understand correctly that although it took a while you did make a successful withdrawal? The remaining issue is that you have not received the previously mentioned "compensation" voucher?

Dear 1win Casino,

Can you please shed more light on what caused the delay in the player's account security check? Additionally, when will you provide the player with the mentioned "compensation" voucher?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good afternoon

Verification takes up to 30 days. The player provided us with documents on April 24 and verification was completed on May 17, which is not a violation of the deadlines.

We don't understand what kind of voucher we are talking about.

Best regards, 1win team.

my manager promised me that due to deplay of deposit we will provide sorry voucher as soon as your account verification is done.

please mark my complaint as resolved.

Dear divyanshujadon2508,

We appreciate your confirmation.

Since you have confirmed that the complaint has been successfully resolved, we will now mark it as "resolved" in our system. We would like to express our gratitude to both parties for their cooperation. If you ever face any issues with this or any other casino in the future, please don't hesitate to reach out to us. We are always here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru