1win Casino - Player's deposit not credited to account.

I Deposited the amount of 369 in February 2023 , it never credited on my account. I send lots of emails with proof of payment to finance department till to day they never help me,

Dear mabusana,

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

• Please, could you clarify if you have tried contacting your payment provider regarding this issue?
• Was it your first deposit in this casino?
• Please could you forward the payment receipt 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

Yes did try to contact them but they never respond on my issue

I also send you email Tomas with receipt

Dear mabusana,

If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your bank. They need to investigate but bear in mind that it’s a complicated process that might take approximately one month. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. 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,

Tomas

Tnx

I fully understand this must be frustrating for you, mabusana. I will set the timer for an additional 14 days to allow one full month for the transaction to clear. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear mabusana,

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, 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.