1win Casino - Player's deposit has been delayed.

1win Account ID: 371049355

Ticket Numbers: SPP-906740 & SPP-876876

I am a new user on 1win. I made two separate deposits of 150 ETB each (Total 300 ETB) over a week ago. The money was successfully deducted from my personal wallet, but it has never been credited to my game balance.

For over 7 days, 1win support has been giving me the exact same automated copy-paste replies, claiming that "specialists are working on it." This small amount of money is nothing, but this is a serious trust issue regarding the platform's integrity. I have provided them with all official payment screenshots and receipts, but they refuse to resolve the issue manually. I need Casino Guru to intermediate and push 1win to credit my 300 ETB.

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Dear Asegedech_123,

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 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

Not resolve

I fully understand your frustration, Asegedech_123.

As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 17 days to allow them one full month to investigate. 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 Asegedech_123,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru