The player from Mexico reported a significant issue with the casino, claiming that a deposit of 100,000 Argentine pesos made on May 25th had never been credited to his account. Despite providing the necessary documentation and making multiple attempts to resolve the issue, the casino's support did not effectively address his complaints. The complaint was kept open for a month to allow for updates, but due to the player's lack of response to follow-up messages and reminders, the investigation could not proceed. Consequently, the complaint was closed for the moment, with the option for the player to reopen it in the future if desired.
1win Casino - Player's deposit is delayed and uncredited.
Closed
Our verdict
Player stopped responding
Amount: $200,000 ARS
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
Translation
DO NOT DEPOSIT YOUR MONEY HERE - SCAM - THEY STEAL - USE BET365
Hello community! I'll explain what's happening to me, and first of all, here's my ID: [hidden by Casino Guru]
I made a deposit of 100,000 Argentine pesos on May 25th that was NEVER credited to my account. I've literally contacted "support" more than 10 times, and nothing has been done. I've sent bank statements, proof of transfer, etc. "Support" only contacts me after I file a complaint here, and I'm copying it here to expose these people as scammers.
They sent me this message: "We are contacting you regarding your complaint on trustpilot.com"
Summary: I sent proof of transfer and bank statement as requested, and they responded:
"The bot will find your request in a few seconds and you can check the status of your payment at any time. Requests are usually processed within 1 minute to 72 hours."
Obviously MORE THAN 72 HOURS passed, AND I CONTACTED THEM, to which they replied:
"The supplier's estimated response time is May 28th." This obviously wasn't met, and I complained, of course. What's their response? THIS:
We understand your concern and apologize for any inconvenience this may cause. We want to help you with this situation.
Regarding your request SPP-336229 to recharge your gaming account, the payment system administrators are requesting additional information.
"Please send us a PDF statement of account showing your deposit and all transactions to date (from May 25 to 28, 2026)."
They already had that information. I had sent my bank statement, but they insisted they couldn't accept it, so I agreed to send a new statement. What did they tell me? This:
"We understand your concern and regret any inconvenience this may cause you. We want to help you with this situation."
The previously created ticket, number SPP-336229, is being processed with priority. We have forwarded the information you provided and requested that your request be processed urgently.
LOL, they say it's urgent, 72 hours had already passed since the complaint!!!! And they top it off today with ANOTHER COMPLAINT for more money lost because they FAILED TO CREDITATE A DEPOSIT:
"Regarding your request SPP-336229, we are investigating the details. We have already sent all the documentation you provided and have requested additional verification to determine the cause of this situation. Your request is being processed by our specialists."
Final summary: NET LOSS (200,000 ARGENTINE PESOS in SIX days from the deposit WITHOUT HAVING BEEN ABLE TO BET THEM)
I hope no one comes to comment on this company because they can't give a coherent explanation - THIS IS CALLED A SCAM
Edited by a Casino Guru admin
Automatic translation:
Public
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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 Rafael_Soto,
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,
Veronika
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3 weeks ago
Dear Rafael_Soto,
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,
Veronika
Casino.Guru
