The player from Ecuador had made a $10 deposit at the 1win casino on August 9, 2025, but the funds had not arrived in their casino account despite being deducted by the bank. They were seeking a response regarding the issue. The Complaints Team had advised the player to contact their payment provider for investigation, as the casino was unable to assist further. Due to a lack of response from the player, the complaint was closed, although the player retained the option to reopen it in the future.
1win Casino - Player's deposit is missing.
Closed
Our verdict
Player stopped responding
Amount: $10
1win Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
On Saturday, August 9, 2025, I made a $10 deposit at the 1win casino, but it never arrived. The bank already deducted the money, but it never arrived in my casino account. I need an answer.
Automatic translation:
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5 months ago
Dear player,
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,
Natalia
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5 months ago
Dear fernanda6414daza50,
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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5 months ago
Translation
Nothing was solved, apart from that they make you wait a week before they even help you.
Automatic translation:
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5 months ago
Dear player, have you already contacted your payment provider? What information did you receive from them?
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4 months ago
Dear fernanda6414daza50,
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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4 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,
Natalia
Casino.Guru
