HomeComplaints1win Casino - Player's deposit issue is delayed.

1win Casino - Player's deposit issue is delayed.

Amount: $15,000 ARS

1win Casino
Safety Index:Above average
Submitted: 30 Oct 2024 | Case closed : 17 Nov 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 days ago

The player from Argentina faced issues with a deposit that had not been credited for 5 days. The Complaints Team extended the response time by 7 days to allow her to provide additional information. However, due to a lack of response from her, the complaint could not be investigated further and was rejected.

Public
Public
3 weeks ago
Translation

I made a deposit and have been waiting for 5 days. They gave me a ticket number to follow up on my case. When I asked, they told me the deposit was made and that I had already spent it. Later, they said they had given me the wrong ticket and that my issue was never resolved. They are now supposedly going to file an appeal to resolve my issue, which means I have to wait up to 7 more days.

Automatic translation:
Public
Public
3 weeks ago

Dear sandovalsofia377,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Please, could you clarify if you have tried contacting your payment processor regarding this issue?
  • Was it your first deposit in this casino?
  • Please could you forward the payment confirmation and any relevant communication to tomas@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Edited by a Casino Guru admin
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2 weeks ago

Dear sandovalsofia377,

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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4 days ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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