The player from Mexico faces issues with a $5,000 MXN deposit made over 30 days ago to 1win casino. Despite confirmation from both the payment gateway and 1win support that the funds are located, they refuse to apply it to his account, keeping him in a perpetual 'review'. He demands immediate crediting of his funds or a full refund.
1win Casino - Player's deposit has been delayed.
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Current status
Waiting for Casino Guru to reply
5d 8h 56m 55s
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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5 days ago
Translation
On June 29th, I made a deposit of $5,000 MXN via SPEI to the 1win casino [1win]. There was a registration error in the initial amount of the request, and the case has been unresolved for over 30 days. The regulated payment gateway in Mexico (NVIO Mexico) has already issued me a formal resolution via email certifying that the funds were successfully delivered to the merchant's bank account (1win). 1win support sent me a message confirming that they have physically located my 5,000 peso deposit in their payment system, but they refuse to manually apply it to my balance, keeping me under perpetual 'review' [1win]. I have the support reference number SPP-765118. I demand the immediate manual crediting of my funds or a full refund.
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2 days ago
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2 days ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
Have you made any successful deposits into this casino before?
Could you please describe the error you experienced in more detail? Did you receive any confirmation that your payment was successful despite the error?
Could you please send me the following documents?
- deposit receipt
- screenshot of your transaction history in your casino account
- communication with your payment provider
- communication with the casino customer support
- bank statement starting from the date you made the transaction that has not been credited to your casino account until today
My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
