The player from South Korea experienced a three-day delay in his deposit to the casino and received repetitive responses from customer service advising him to wait. He requested a resolution multiple times. We asked him for the deposit receipt, screenshots, and clarifications regarding the incident, but he did not respond to our follow-up messages. As a result, we were unable to continue the investigation, and the complaint was closed for now due to lack of cooperation.
1win Casino - Player's deposit is delayed.
Closed
Our verdict
Player stopped responding
Amount: 30,000 ₩
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
Translation
My deposit has been delayed for three days. Every time I contact customer service, they just keep repeating that I should wait. I have requested multiple times that the issue be resolved as soon as possible, but I keep hearing only that I should wait.
Automatic translation:
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1 month 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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1 month ago
Dear leesiwoo,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can better understand the situation.
- Was it your first deposit in this casino?
- Is the deposit recorded in the casino's records under any status? Would you be able to share a screenshot with me?
- Please could you forward the receipt confirmation of the deposit to tomas@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Tomas
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3 weeks ago
Dear leesiwoo,
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 weeks 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
