The player from Neuquén reported an issue with 1Win casino, where a deposit of 100,000 Argentine pesos made on 11/09/2026 had not been credited to their account despite confirmation of payment. After providing multiple proofs of payment and waiting for a response, the player felt their complaint was not being addressed by customer support. We advised them to contact their payment provider, as the investigation could take around one month and the casino was usually unable to act during that process. As the player did not respond to our follow-up messages and reminders, the complaint was closed for now due to lack of cooperation.
1win Casino - Player’s deposit is delayed by the casino.
Closed
Our verdict
Player stopped responding
Amount: $100,000 ARS
1win Casino
Safety Index 5.3 Below averageCase summary
Discussion
Public
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1 month ago
Translation
ID: 342038749
Ticket: SPP-1738087
Hello Casino Guru members.
I am filing a complaint against 1Win.
to whom I made a deposit on 11/09/2026 for the amount of 100,000 Argentine pesos.
Use the MercadoPago payment method.
The casino provided me with the CVU account number to send the payment. I sent the transfer, confirmed the payment, and uploaded the receipt. To date, the money has never been credited to my casino account. Of course, the money was deducted from my wallet.
I wrote to support and they opened a claim, then they asked me for proof of payment, bank statement, and most recently they asked me for a video showing me logging into my account and showing the details where the payment came from.
I sent them all the information they requested, and they still haven't deposited the money. I need your help because now I'm complaining, and they tell me it's being processed, but they don't seem to care about my complaint because they take 25 or 30 minutes to respond in support.
Automatic translation:
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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 Federicopm115,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has not been credited to your casino account, I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates.
I apologize that we cannot be of more assistance at this time. I will leave this complaint open for one month and would appreciate it if you could keep us updated on any progress. Thank you for your understanding.
Karla M.
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2 weeks ago
Dear Federicopm115,
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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1 week 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,
Karla
Casino.Guru
