The player from Buenos Aires encountered issues with deposits totaling 356,000, which had been debited from his account, but he had not received confirmation of the transactions in the casino. He sought clarity on whether the payment system or intermediaries were causing the problem. The Complaints Team extended the time for the player to respond and requested communication with the payment provider. However, due to the lack of response from the player, the complaint was ultimately rejected.
1win Casino - Player’s deposits have been delayed.
Amount: $486,000 ARS
1win Casino
Safety Index:Above averageSafety Index
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6.6
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
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1 month ago
Translation
As of today I have to prove it
2 deposits of 100000
1 of 26000
2 of 30000
1 of 200000
They were debited from my account, is your payment system the problem or the intermediaries you use?
I attach some receipts, they tell me to keep waiting or to check with my bank, which is not the one with the problem.
Automatic translation:
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1 month ago
Dear carlosmaldonado256,
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
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1 month ago
Translation
Subject: Request for Mediation for Non-Accredited Funds – 1win Platform
Dear Sirs of Casino Guru:
I am writing to you in order to submit a formal request for mediation in relation to a situation affecting my deposits made on the 1win online casino platform. Despite having followed all established procedures and complying with the casino's regulations, I find myself in a position where my funds have been debited from my wallet and successfully transferred to the 1win cashout system, without having been credited to my user account.
The deposits in question were made in several transactions, all of which were carried out correctly and confirmed by the intermediary payment platform that the 1win casino itself maintains on its website. To date, a considerable amount of time has passed since said deposits were made, far exceeding the maximum period of seven (7) days indicated by the casino for the crediting of funds. However, despite my repeated communications with the 1win customer service, the only response received has been that I must continue waiting, without a concrete solution or a reasonable additional period being offered.
It should be noted that, as this is a platform with an active payment collection and processing system promoted on its website, the lack of crediting of funds cannot be attributed to the user. The responsibility for ensuring the correct management and processing of payments lies exclusively with the casino and its financial intermediary. Therefore, any inconvenience between the casino and its collection system is an internal matter that should not affect the fulfillment of obligations towards its users.
Furthermore, after investigating different forums and online platforms, I have identified multiple reports of similar situations experienced by other users, which shows a possible recurring practice by 1win in the delay or lack of crediting of deposits.
For all the above, I respectfully request your intervention to ensure the prompt crediting of the corresponding funds to my user account. I attach herewith all relevant documentation, including deposit receipts, screenshots of communication with the casino and any other evidence that supports my claim.
I thank you in advance for your attention and prompt response to this matter, in order to find a fair solution in accordance with the applicable regulations.
Sincerely.
Carlos.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Dear carlosmaldonado256, have you contacted the payment provider? If so, could you please share your communication with the payment provider? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
