1win Casino - Player's deposit issue is delayed.

67 day complete issue Still not solved all documents which I can afford give them now they want bank response in writing but bank denied to give me

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Dear VeerMJ,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

I already asked several time with my provider they clearly says no issue from their side they sucessfully sent money

Thank you for your reply.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

I already send all required doc. Did you get it on your Gmail

Hello VeerMJ,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello VeerMJ,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear VeerMJ

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1win Casino representative to join this conversation.

Dear 1win Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello!

We have reviewed the information regarding your account and noticed that there are some missing details. Could you please provide us with the following information: the application number, the date it was created, and any screenshots of your communication with the bank? This will help us better understand the issue and proceed with the necessary steps.

Dear VeerMJ,

Could you please confirm, if you have been able to provide the casino with requested details?

Thank you.

I recently send you screen shot with customer support

Dear VeerMJ,

I received your communication with the casino support. Could you please send me communication with the bank regarding the transaction, as casino requested?

Thank you.

I asked this question so many experts and so many casinos

Question- why always players gives all types of proof like bank statement,screenshot,provider statement,bank response in written in opposite if we demand casino any type of document related of this issue they clearly denied to give us.....

Could you tell me WHY

Dear player,

Please note, we do not only request evidence in specific form from players, but also from casinos during complaint resolution process. However, now it is needed from you, since written communication with your bank is requested.

Feel free to check or Complaint Resolution Instructions:

Things to know before you submit your complaint

Be prepared to cooperate. If you just submit your complaint and engage with us no further, it's almost certain that your complaint will be rejected. For our complaint experts to help you, you need to respond to their questions and provide all the information needed for them to assess the situation and decide on the best course of action.

.......

It is also important to note, that communication with institutions (like bank in this case) need to be in written form to be able to be considered as sufficient evidence.

Please send me the requested communication with the bank in written form.

We are extending the timer by 7 days. Please, be aware that in case you fail to provide sufficient evidence in the given timeframe or don’t require any further assistance, we will reject the complaint.

Bank denied to give me said contact received bank .. apply for return money throw my bank reciever bank reject and said they can't give it back. 1st of all you understand there is 4 part involve when we make transaction 1st my provider and Bank 2nd receiver provider and Bank ..now problem is my provider and Bank said they successfully sent this amount from their side you can check I provide screenshot both of them..now problem from reciever provider side or bank side provider clearly say they sent money to bank.

Dear 1win Casino,

I sent you an email. Please check your inbox.

Thank you.

Hello!

Thank you for the information provided. We have sent you an email regarding this complaint.

Please review it at your convenience.

Dear VeerMJ,

You previously mentioned outside of the thread, that the bank ,,denied to give you email or written letter". I found their contact form and email contact. Please contact them regarding the transaction, and forward me the communication to miroslava.d@casino.guru.

https://www.kotak.bank.in/en/customer-service/contact-us/email-us.html

Dear VeerMJ,

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,
Mirka
Casino.Guru