1win Casino - Player's deposit is delayed.

On January 14th, the deposit was made to a previous account, not the account provided.

Charging has not been completed yet.

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.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Do I understand correctly that the issue is regarding a deposit made to the casino?
• Could you please share more information regarding the incident, supported by further explanation, screenshots, and communication with the casino?
• 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

Yes, your deposit has not been processed yet.

I sent the information by email

Hello ID334266698,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for sharing this information with me.

• Could you please specify which payment method you used?
• Have you used the same method in the past successfully?
• What is the status of the transaction as it appears in the transaction history found in your player's profile?

Looking forward to your reply.

I used a bank transfer and have used this method before.

It will be continuously cancelled.

Thanks for your reply.

• Could you please share any proof of the transaction?
• How do the records of the transactions appear in the casino's system?
• Please take screenshots and share them with me. My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear ID334266698,

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