1win Casino - Player's deposit is missing and withdrawals are delayed.

Another issue was that on September 29, 2026, I made several deposits, but one of 5,000 Brazilian Reais at 10:43 AM was not credited. To this day, that money is missing. I opened a dispute and it was denied. The VIP manager asked for some documentation, such as a bank statement, proof of payment, and a letter from the bank confirming that the transfer was indeed completed. I provided all of this and received no response. The manager never asked for any sensitive data like my password or login and I would never share them anyway, but she hasn't been able to provide a solution for either the withdrawals or the missing deposit.

For all deposits and withdrawals, I used the PIX system, which is an instant payment system here in Brazil, and I have all the receipts.

My withdrawal requests were previously in fractional amounts and higher in number than necessary, so I canceled the existing requests and made new ones with rounded amounts and in a smaller quantity. I would really appreciate a solution, as I truly need these funds.

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Dear Dsilvabr82,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Dsilvabr82,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla