1win Casino - Player's deposit is delayed.

I deposited around 200,000 thai baht in Ethereum (exact amount 1.81476067500951 ETH) around (Nov-11-2024 01:05:35 PM UTC). You can check the etherscan which is this link: https://etherscan.io/tx/0x96bd6d6f31e4ede17b2dd58d90a05bbb05643a7dcb5a********************

However, my fund has not been added to Thai Baht Wallet in my account and I already tried to talk to chat support but I have not been satisfied as they keep make me wait, I am very frustrated about this as I provided all the information required by you including receipt, hashtag and screenshots of MetaMask transaction.

when i tried to deposit an amount of 100,000 Thai baht afterward, it credited properly in around 10 minutes but my first 200,000 Thai baht is still stuck with them. Customer support is very delayed on replying to me to the point where it feels like there's no support at all.

Dear inssryc,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Dominika

I've been contacting with the support through telegram. However, I also emailed them with the request attaching screenshots of my receipt and evidence. But there's has been an email sent to me using this email [email protected] and asked for my information about the pending deposit. At that point I was very concerned and wanted to get my deposit so I sent them the information about the transaction, although they sent me back with asking to deposit more. I'm aware that this might be a scam and contacted casino support through official telegram and they kept saying that my appeal has been raised and can take up to 7 days. (but they mentioned that it usually takes much faster) It's been nearly 2 days and I am distraught that the scammer email might try to impersonate me to get into my account. Please get me a representative to have 1win official reply back as I am very worried.

Dear inssryc, please refrain from depositing any more money, as the email is a scam and is not how the casino communicates.

Could you share your communication with the casino about the deposit? Please send emails or chat transcripts to [email protected], or post screenshots here.

I have sent details to the given email address, they said to wait for 7 days since appeal raised and now it's been 7 days I have not received my deposit. Please help me

Dear inssryc, has the deposit been credited to your casino account?

It's said that my account has been credited, although, my account was hacked and the fund was completely gone

Dear inssryc, regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.