The player from Peru reported an uncredited deposit of 400 PEN made to 1win Casino on July 30th, which remained unresolved despite providing proof of the transaction. He had opened a support ticket but continued to receive unhelpful responses. We asked him for further details and screenshots of his communication with the casino, but he did not reply to our follow-up messages. As a result, we were unable to investigate the case further, and the complaint was closed for now due to lack of response.
1win Casino - Player's deposit has not been credited.
Closed
Our verdict
Player stopped responding
Amount: 400 S/.
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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3 weeks ago
Subject: Uncredited Deposit of 400 PEN since July 30th (Ticket SPP-1120562)
Dear Casino Guru team,
On July 30th, 2026, I made a deposit of 400 PEN to 1win Casino via the local payment method "Yape". The checkout system instructed me to transfer the money to a wallet named "Santiago Andre Alava Del Aguila".
The payment was successful (UTR: 04116834). However, the funds were never credited to my 1win account (ID: 364511988).
I have contacted support multiple times (Ticket SPP-1120562). I provided screenshots and a screen recording video from my banking app proving the transaction is legitimate. It has been days and they just keep telling me to wait. I need your help to get my money credited. I will attach all the evidence in the next step. Thank you.
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win.
Please allow me to ask you a few questions so I can better understand the situation.
- Was the balance in your wallet sufficient when you made the transfer?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
Dear Kevin_ito,
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.
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1 week ago
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
