1win Casino - Player’s deposits have never been credited to his casino account.

Very disappointed with 1win as i not had 1300 deposited into their account. Activated multiple times but all in vain. The first 1000 was deposited on the 3rd of December and 300 was deposited today 24/12/2022 but has not bee n added to the account. All these casino games look fake and untrustable. One way or the other the amount get locked from their end. I would like rate this casino "0".

Dear Paramesh,

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 deposits have 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 which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not depositing 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 they were your first deposit in this casino? Please forward your payment receipts to petronela.k@casino.guru.

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

Best regards,

Petronela 

Attached the recepit for the deposit made in the 3rd. This is not the first deposit. Infact the 300 i reaised a dispute has been re actived from my end and it not provider issue but your issue. I have another 300 deposited which had the same faith and still not been adeded to the account. All in all i still have 1300 of my money with you.

I’m sure you understand, Paramesh, that I don’t work for 1win Casino, but as one of the Casino.Guru independent employees and professionals I’m trying to help you to resolve your problem. 

Could you please advise if you contacted your bank already? Ideally, they should be part of the investigation.

I understand you are helping me as the service provided by the 1win is useless. I have had chat with the bank and had confirmation that amount has been debited from my bank account and they asked me to reach out to the individual to habe it sorted as they cannot reverse the payment. Hence i have been reaching through you as more effective means to have my money either credited to the gaming account nor to my bank account.

Please help me

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

Thank you and please take some strict actions agaist the casino as i can see there are so many complaints on them.

Hello, Paramesh,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 1win Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If I understand the explanation above correctly, we are talking about a missing deposit of INR 300 that was deducted from the player's payment method but never reached his casino account. Can you help us to check it on the casino's/its payment provider's end and locate the non-credited deposit in question?

Thank you in advance for providing the information.

Добрый день!

Депозит, совершённый 3 декабря был успешно зачислен на Ваш аккаунт - 3 декабря.

В случае, если присутствуют другие депозиты, которые не поступили на Ваш игровой счет - просим предоставить чек об оплате в хорошем качестве на электронную почту -

payments@1win.xyz для скорейшего решения проблемы.

С уважением, команда 1win.

Thank you, 1win Team, for your reply.

Dear Paramesh,

Can you please confirm that the first deposit of 1000 INR was successfully credited to your casino account?

Is there any update on your second and non-credited deposit? If it has not been resolved yet, could you please follow the casino representative's instructions above and contact the casino using the stated email?

Please, let us know when you have any news.

Dear Paramesh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, 1win Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru