The player from Kenya had made a deposit of Ksh 1921 on July 19, 2025, but the funds had not been credited to his casino account despite being debited from his wallet. It had been over 24 hours since the deposit, and he sought assistance in retrieving his money. The Complaints Team had recommended that he contact his payment provider for an investigation, as the casino's ability to intervene was limited. After a month of no response from the player, the complaint was closed due to lack of communication.
1win Casino - Player’s deposit is delayed.
Closed
Our verdict
Player stopped responding
Amount: KSh8,000
1win Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.
If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.
I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.
Thank you for your understanding.
Best regards,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
6 months ago
Dear player,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your deposit has successfully been received or if there have been any new developments regarding your case?
Thank you for your time, and I look forward to your response.
Katarina
Public
Public
6 months ago
Dear cbvv2zwcmr6,
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.
Public
Public
5 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,
Katarina
Casino.Guru
