1win Casino - Player's deposit is delayed and unprocessed.

On Friday, May 15, 2026, at 2:32 PM, I deposited 4,000,000 TZS into my 1win account (ID: [redacted]) using my mobile wallet (Vodacom M-Pesa). The funds were successfully deducted and sent to 1win's local payment gateway, CREMES INTERNATIONAL (Account: [redacted]) with Transaction ID: [redacted]. It has been 5 days now, and 1win support gives me automated responses and refuses to credit my balance or trace the money, despite my provider confirming the transaction is 100% successful. Please help me escalate this with their financial team.

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Dear Eliasinnocentanzania,

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.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Jean

Dear Eliasinnocentanzania,

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,
Jean
Casino.Guru