The player from Tanzania had deposited TZS 200,000 to his 1win account via Vodacom M-Pesa, but the funds were not credited despite confirmation from the payment provider. He had submitted all necessary documentation and created a support request, but received only automated responses with no resolution after more than two weeks. The complaint was closed due to the player's lack of response to inquiries and reminders, which prevented further investigation or resolution. The player was informed that he could reopen the complaint if he chose to resume communication.
1win Casino - Player’s deposit is delayed and unresolved.
Closed
Our verdict
Player stopped responding
Amount: 200,000 TSh
1win Casino
Safety Index 8.7 HighCase summary
Discussion
Public
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2 months ago
I deposited TZS 200,000 to my 1win account using Vodacom M-Pesa on 30/04/2026, but the funds were never credited to my balance.
Transaction ID: [redacted]
Vodacom M-Pesa officially confirmed that the payment was successfully completed and settled to the merchant: MOTLEY ENTERPRISES LTD
I already provided:
transaction screenshots,
payment confirmation,
and all requested details.
1win support created request number SPP-118529, but after more than two weeks, I still have not received:
the funds,
a refund,
or a clear resolution timeframe.
Most responses from support have been repetitive automated replies saying the issue is "being processed".
I am posting this complaint publicly because the telecom provider already confirmed successful settlement to the merchant side, yet the issue remains unresolved.
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2 months ago
Important notice:
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If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Dear JACO33_45,
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
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1 month ago
Dear JACO33_45,
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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3 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,
Jean
Casino.Guru
