The player from Mexico made a deposit on December 29, 2025, which was not credited to his casino account despite his providing proof of a successful transfer from his bank. After 33 days and multiple support tickets, the casino claimed the payment had been credited, which the player asserted was false, and he requested immediate manual crediting of his funds. The Complaints Team advised the player to contact his payment provider for investigation, as the casino could not resolve the issue without confirmation from the payment processor. Due to the player's lack of response to follow-up inquiries, the complaint was closed without resolution, but the player could reopen it by resuming communication.
1win Casino - Player’s deposit is delayed.
Closed
Our verdict
Player stopped responding
Amount: Mex$300
1win Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
I made a deposit on December 29, 2025, which was not credited to my casino account. After the standard waiting period, the situation remained unchanged. I contacted the platform's support and provided them with sufficient proof that the money was correctly transferred from my bank account. The problem, I explained, was that the destination bank, in this case NVIO (1win's bank), had not processed it. After verifying this and them acknowledging the error, they gave me a support ticket and told me to wait. Thirty-three days have passed, and in that time, they have given me five support tickets. They have told me twice that the payment has been credited (which is false), and finally, they stopped responding.
My bank (Mercado Pago) confirms that the funds were successfully released to their payment processor. I have attached the release reference number provided by customer support. I demand the immediate manual crediting of my funds, as 14 days have passed. The money is currently in limbo due to your payment processor.
Automatic translation:
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2 months ago
Important notice:
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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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2 months ago
Dear EPV83,
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 takes one month approximately. In these cases, the casino usually has its hands tied.
To clarify your case:
- Can you confirm the payment method you initially used for the deposit?
- Can you confirm if any transaction fees were charged for the deposit?
- Could you please confirm that you have tried contacting your payment processor regarding this issue?
- Was this your first deposit at this casino?
I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards
Petra
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2 months ago
Dear EPV83,
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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2 months 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,
Petra
Casino.Guru
