The player from Mexico has an unresolved issue with a canceled deposit of 490 pesos made to 1win casino on August 12, 2026. Despite visible evidence of the canceled transaction in his account, technical support falsely claims the funds were received and used. He requests a review of the transaction and proper allocation or a refund.
1win Casino - Player's deposit has been canceled.
Opened
Current status
Waiting for Casino Guru to reply
6d 4h 45m 0s
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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4 weeks ago
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4 weeks ago
Dear MekreBaba8,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has not been credited to your casino account, I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates.
I apologize that we cannot be of more assistance at this time. I will leave this complaint open for one month and would appreciate it if you could keep us updated on any progress. Thank you for your understanding.
Karla M.
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4 weeks ago
Translation
Hi Karla, thank you so much for opening my case. I want to share a very important last-minute update: 1win's technical support has been changing their versions to avoid payment.
First they falsely assured me that the money had already been credited and wasted my time by resetting my account, clearing the cache and installing the latest version of Google Chrome, claiming that it was an error in my browser.
When I showed them that my balance was still at zero, manager Adele explicitly admitted in the chat that the money from my 490 peso deposit did reach her, but confessed that her system made an internal error and 'mislinked' my SPEI transfer data, assigning it to an old 429 peso request that had already been completed.
I've attached screenshots of the conversation where the casino admits to this platform error after giving me incorrect instructions. Since they themselves acknowledge the linking error, I kindly request that they be notified so they can manually adjust my balance without having to wait the month-long investigation with the payment gateway.
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3 weeks ago
Dear MekreBaba8,
Thank you very much for the update and for providing the additional screenshots.
Unfortunately, the screenshots you attached are displayed in low quality, and I am unable to clearly read the communication with the casino.
Could you please resend the screenshots in a higher resolution so that I can properly review the conversation and the information provided by the casino regarding your deposit?
You can either attach the original screenshots directly to this complaint thread or send them to me via email at karla.m@casino.guru.
Thank you very much for your cooperation.
Karla M.
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2 weeks ago
Dear MekreBaba8,
Thank you very much for providing the additional information.
I would like to ask whether there have been any updates regarding your missing deposit since your last message.
Has the casino contacted you or provided any further information regarding the 490 MXN deposit, or has the amount been credited to your casino account or returned to your bank account in the meantime?
Thank you very much in advance for your update.
Karla M.
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2 weeks ago
TranslationUrgent last-minute update (Serious contradictions in support):
Hello again, Karla. I'm attaching recent screenshots of today's chat that conclusively demonstrate how 1win support invents different lies every five minutes to avoid paying my $490 MXN:
First lie: Manager Carolina first assured me in writing that the deposit had supposedly been credited on the 13th (the day after it was made).
Second immediate lie: Seconds later in the same conversation, he completely changed the game and repeated the old automated argument that the money had already been successfully credited under ticket SPP-1410751 and that I had supposedly spent it gambling without realizing it.
I explicitly demanded in the chat: "Show me the betting history, the dates, and also where the deposit was credited." Obviously, they refused to show me any kind of internal proof of deposit or bets because that $490 MXN transaction is still marked as "Cancelled" in my actual history.
The casino is contradicting itself: they can't claim the money was credited on the 13th and then say I spent it playing on the 12th with the $429 MXN deposit. They're using blatant manipulation and confusion tactics. I request that these screenshots be included as evidence of the casino's bad faith.
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1 week ago
Dear MekreBaba8,
Thank you very much for the additional information.
I previously recommended that you contact your bank or payment provider regarding the missing 490 MXN deposit. Could you please confirm whether you have already done so?
If yes, what information did your bank or payment provider provide regarding this specific SPEI transaction? Please also send us any relevant communication or confirmation you received from them.
Thank you very much in advance for your cooperation.
Karla M.
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19 hours ago
Hello MekreBaba8,
We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Casino Guru is examining the case
Karla is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
