HomeComplaints1win Casino - Player’s funds have not been refunded.

1win Casino - Player’s funds have not been refunded.

Amount: 50 ₮

1win Casino
Safety Index:Above average
Submitted: 22 Nov 2024 | Resolved : 19 Dec 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

4 days ago

The player from France had been charged for three months without having his game account activated. After three months, the casino claimed that a refund had been issued, but the player had not received it and had requested a refund receipt, which the casino refused to provide. The issue was resolved after the Complaints Team facilitated communication with the casino, resulting in the player receiving the refund. The complaint was marked as 'resolved' in the system.

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1 month ago

They seem to be scammers. I paid them for three months but my game account was not added. Now after three months they tell me that the amount has been refunded, but I have not received any refund.I asked them to provide the refund receipt. But they refuse to do so. Take care of your capital.

Edited by a Casino Guru admin
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1 month ago

Dear mohsenmoini1368,

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 dominika.l@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, 

Dominika

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4 weeks ago

hello

This was my first deposit for them. The payment has been verified and successful by blockchain.

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3 weeks ago

Dear mohsenmoini1368, thank you for the information provided.

Could you please provide evidence that you have not received the refund?

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3 weeks ago

I deposited for them through an exchange. If the refund has been made, the money will be deposited into the wallet of the exchange. I have to present the refund receipt to the exchange to follow up the claims

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2 weeks ago

Dear mohsenmoini1368, kindly provide a statement from your wallet to confirm that you have not received the refund.

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2 weeks ago

Please read my previous message more carefully.

I deposited for them through an exchange and I don't have access to the wallet I paid for them.

In order to be able to track the refund from the exchange, I must provide the transaction receipt.

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1 week ago

Thank you very much, mohsenmoini1368, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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1 week ago

Dear mohsenmoini1368,

I am so sorry to hear your refund was lost. I will contact the casino and try to resolve the issue as soon as possible.


Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.


Dear 1win Casino,

Could you provide us with the hash of the refund transaction?

Thank you in advance for providing the information.

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5 days ago
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This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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5 days ago

Hi.

Refund done.

Thanks CasinoGuru and 1win.

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4 days ago

Dear mohsenmoini1368,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Stefan, Casino.Guru 

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