The player from Germany reported that a deposit of €9.52 made on February 26 had been debited from his account but had not been credited to his casino account. He had experienced similar issues in the past and had requested a prompt resolution. The Complaints Team had reopened his previous complaint against 1win Casino to address the ongoing issues simultaneously. The casino had been asked to verify the transaction and respond to additional concerns regarding free spins and winnings. However, due to a lack of response from the player to the casino's inquiries. Initially, the players requested to reopen the complaint; however, they subsequently determined that they were no longer interested in pursuing it. Therefore, following the players' explicit request, we have closed this case.
1win Casino - Player's deposit is delayed.
Other
Amount: €9
1win Casino
Safety Index:HighCase summary
Subject: Deposit not credited to player account
Dear Guru Casino Support Team,
I made a deposit of €9.52 on February 26 at 10:21 PM. The money was debited from my account, and I have the relevant receipts as proof.
However, the amount has not yet been credited to my player account. Since this is not the first time this issue has occurred, I request that you resolve this quickly and credit the amount to my account.
Please confirm the current status of my deposit and inform me about the next steps.
Best regards
Dear benjalam95,
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.
- Could you please share screenshots from your deposit history found in your player's profile from February 26th?
- Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Thomas,
I sent them an email.
I can't upload anything here
Thanks for your reply.
Did the casino credit you the deposit, or was it returned to your Paysafe account since your last post?
Please let me know
Hello,
The deposit has not been refunded to either my account or my Paysafe account. I'm already in contact with the Paysafecard team, and they confirm that the funds were correctly credited to the website.
However, 1win claims the payment still needs to be verified. I'm getting fed up!
Please clarify this for me
Dear benjalam95,
Since it's been decided that your previous complaint against 1win Casino will be reopened, this complaint will be closed so that both issues can be handled simultaneously. Kindly share any progress and updates in the complaint handled by Jozef. I hope he'll be able to help you resolve both issues with the casino's help if they haven't been solved already. Thanks for your understanding.
Best regards,
Tomas
We’ve reopened this complaint at the request of benjalam95. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.
Message from the player (translated):
Why is this also closed ?!
I still haven't received the money ?!
howosb?
Dear benjalam95
I apologize; there seems to have been a miscommunication, therefore, I am reopening the complaint.
I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Benjalam95,
I'm Michal, and I have taken over your complaint. I have reviewed your case and after checking the screenshots you have provided can you please confirm if the payment of €9.52 is another transaction that you made in the same amount of €9.52 or if it's not the actual "missing" deposit you are looking for?
Hello Michael,
it's about this as I marked it in red
it is from 26.02.2025 at 22.21 hrs !!
Thanks
here you can see my player account
no amount of money in this amount!
Look at the pictures and the times!
Here you can also see that it was booked by Paysafecard!
But I didn't get it on my game account!
And the picture they sent me is another deposit!
Dear Benjalam95,
Thank you for your confirmation and for the additional evidence. I will now reach out to the casino team to shed more light on this matter.
We would like to invite 1win Casino to join the conversation.
Dear 1win Casino,
Please double-check the transaction on your side and with your payment provider as well to check why the deposit of €9.52 was not credited to the player's casino account. If there are any informations in this regard that cannot be shared publicly, please forward them to me at [email protected]
Thank you in advance.
I can see they are coming from 1win
They want documents from me again which I had also sent in the other case
case 1. 200€ (approx. December 2024)
case 2. €9.52 (February 26, 2025 at 10:21 PM)
I will never see both
case one was simply closed even though I had shown and given everything
and the current case is already
2 months ago.
Then they'll probably want an email like I always sent, but that's all you get!
and you're helping them get away with the fraud
Really sad! But what can you do?
ass card nothing more!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
This is the second time they have concealed money!!
that can't be true!
only 200€
jejtt 9.95€
I, the idiot, just have to accept it
incredible !!
why don't they have to show evidence?
why can they just say we did it and that's it
This is absolutely fraud!!
Subject: Request for support with credit loss on 1Win – bonus credit not credited correctly
Dear Casino Guru Team,
I am contacting you because I have a problem with my player account on the 1Win platform and hope that you can help me resolve the issue.
My account had a balance of over €40. Afterward, I activated a bonus. During this bonus round, I won an additional €22. However, after the bonus ended, my account balance suddenly dropped to just €27-28.
I've already tried to view my detailed game or bet history (per round) on 1Win – both via my profile and the transaction overview in the wallet area. Unfortunately, I couldn't find a complete list of my bets and winnings per round anywhere. There's no permanent history in the game itself either.
Therefore, I don't understand how the bonus was credited and why my account balance was reduced. I therefore ask you to contact 1Win or help me clarify this matter.
I would be happy to send you further information or screenshots if you wish.
Thank you in advance for your support!
Best regards
That's not normal, is it?!
You can't go anywhere
call the stakes per game round?!
I'm telling you, they can do whatever they want and nobody can do anything about it.
it so sad?
Subject: Complaint about unclear bonus terms and conditions for free spins
Dear Support Team,
I'm contacting you today because I feel I'm being treated unfairly as a player. I recently received 250 free spins in your game and, according to the display, won €32.10. So far, everything has been understandable and comprehensible.
However, after completing the free spins, I noticed that the winnings hadn't appeared in my real money account—neither in my regular account nor in the bonus section. Instead, I discovered that I had to wager around €800 to unlock these winnings.
The problem is that this wagering requirement was completely inconclusive beforehand. There was no indication that such a wagering requirement was necessary to receive the winnings from the free spins. I find this misleading and lacking in transparency. This isn't the first time something like this has happened to me on your platform – however, this time I've saved all the relevant screenshots to prove it.
I therefore request a clear statement on this practice. If free spins are awarded as a reward, the conditions for paying out winnings should also be clearly communicated in advance. Otherwise, the impression will be created that players are being deliberately misled into depositing or wagering additional funds.
Please let me know the basis for this sales demand and why it wasn't openly communicated. I expect a fair resolution in this case.
Best regards
Good afternoon
The provider has provided a response to your request. There are no suitable requests with the details from the receipt on this account. Please clarify whether you sent the correct payment receipt? Perhaps the payment was made on a different account?
Best regards, 1win team.
what kind of nonsense are you talking about??
I sent all the documents!!!
what's wrong with that!
Please prove that the money has not been booked into your account!!
Why don't you send any documents?
There's always something wrong... and the customer is always wrong??
where is my money?
Subject: Discrepancies regarding free spins and account balance – Request for clarification
Dear Guru Casino Team,
During my last gaming session on 1win, I noticed some inconsistencies that I cannot explain and would like to ask you to check:
I topped up my account with €9.45 and received 30 free spins.
According to the display, I earned €20.18 with these free spins.
Before topping up, I had €0.00 in my account.
Despite the amount won, after the free spins were over, the balance at the bottom suddenly only amounted to €9.48.
Additionally, I noticed that the amount was reduced to €8.68 when I switched to the main menu – without me having performed any action.
Where do the 3 cent credits come from before the free spins?
And how do you explain the €11.50 difference between the winnings and the final amount displayed?
No matter how I calculate, the numbers don't add up. I request a transparent explanation of how this difference came about.
Screenshots of the entire sequence are available and can be used for clarification.
Best regards
this is the second picture!
as described in the previous mail
Dear 1win team,
The player provided quite a lot of evidence that the disputed deposit was not credited to their casino account. Could you kindly verify with your payment provider regarding the status of this transaction? Furthermore, I would appreciate it if you could also look into the other concern raised by the player.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good afternoon
We sent a letter to the email address. Please take a look.
Also, please clarify. Dear benjalam95 , please clarify when you deposited 9.45 euros and received 30 free spins. We will need this information to clarify the information on your question.
Best regards, 1win team.
When is he supposed to do this? I've already explained it 1000 times, proven it and uploaded screenshots.
On February 26, 2025 at 10:21 p.m. I paid with Paysafecard - I paid €9.52!
why are you asking for 9.45 ????????
Always the same thing. First, I don't reply at all! Then they supposedly wrote an email?
Here's a photo of my email account. Where is the email address?
like the last 15 times they supposedly sent it?
And where do I get 30 free spins? Asked?
what do you want to check?
Have you been checking anything since February 26, 2025?
Since when does it take 3 months for a deposit?
I deposited well over €3000 after the date. Do you think I need the 9.52?
I'm fine in principle!
You are simply frauds!
Dear 1win team,
I appreciate your email, but it does not provide clarity regarding the absence of the deposited funds in the player's account or the reasons for their non-return. I have shared my thoughts in response. Additionally, I would appreciate it if you could also look into the other concern raised by the player.
Hello Michal!
We have responded to your email. Please have a look.
We will be waiting for your reply 🙏
Regards, 1win team.
Thank you for your response, 1win team. Can you please address the additional player concerns regarding the free spins and the winnings from them?
Dear benjalam95,
Sorry, I did not notice this straight away. You claim the missing deposit of €9.52 was done on February 26, 2025, at 10:21 PM, as shown on the screenshots; however, you provided the Paysafe statement from March 2025, not February 2025. After double-checking the transaction with the casino payment provider, there is no "missing" deposit of €9.52 from February 26. Please double-check this on your end once again and provide us with your Paysafe statement from February 2025 and for the full month of March 2025 to double-check that the transaction was indeed deducted from your account, as it was not received on the casino's side.
But the 100 times I sent it correctly are completely irrelevant???
because I sent some out of frustration!
Are you looking for this error? Is this your policy?
ok why don't you address all the other points?
200€ still not there!
more deduction for individual player rounds
Do you still have to earn the free spins you received?
Why are they called free spins?
simply money gone for no reason
There are so many complaints that are not addressed even though there is enough evidence...
And if you haven't taken screenshots...will you ever get proof in time?!!
etc. since day one I have problems with
Which you unfortunately package cleverly!!
Just go online and read what the players wrote.
But no matter how you get through it!
Of course players like me then go completely crazy!
Make this deposit of €9.92 on February 26, 2025, at 10:21 p.m. I deposited over €3,000!
Do you think I care about these 9.52€???
It's simply a matter of principle!
Why don't you show your documents that I supposedly received it??
I'm simply at a loss for words!
and before that I won 1.29€ in the daily lottery (real money)
And I have previously topped up 9.75€
so
1.29€ + 9.75€ =11.04€
why do I only have 11.01€???
where are the 0.03€???
And now that’s just a small thing….
but little fie also makes a mess!!!
and there is still so much that I have discovered!!
Now I'm really curious about the rant/lie!
Dear benjalam95,
Thank you for your responses and email.
Dear 1win team,
Please take a moment to examine all the evidence regarding the player's missing deposit as detailed in the complaint thread and in the emails previously sent to you by the player. Furthermore, we are still awaiting your response to the additional concerns that have been brought to your attention.
Hahaha how funny
Since 00.23 this morning I can no longer withdraw money!!!!
what a smooth process with just one account!
The other 2 accounts from which deposits were made still receive an error message (since day one).
The chat support says they use a different payout option!
but what if there is no other?
what now ?
Yo because I couldn't cash out I lost everything!!!
Do I have to take it back? Like always?
Do they always get through?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Good afternoon
Dear benjalam95 , you wrote about 30 free spins earlier. We will need some information. We have previously asked you when exactly you deposited 9.45 euros and received 30 free spins. But, unfortunately, you did not send this information. We also responded to your letter to our email. There was no response either. Please share this information with us.
Regarding the deposit of 9.52 euros. Please send the statement in PDF format to our email . Where this deposit will be displayed.
Best regards, 1win team.
Supplement. The statement must be from the moment of replenishment to the present day.
Best regards, 1win team.
Dear benjalam95,
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,
Michal
Casino.Guru
