1win Casino - Player's deposits are being canceled.

Greetings. I've been using the platform for several months without major problems. Any issues I did have were resolved by a VIP assistant within a few hours. However, something changed this past month. On October 14th, I made a deposit of $200,000 through Mercado Pago, and the system canceled it, even though the deposit had already been processed. On October 16th, I made another deposit of $200,000 through Lemon Wallet, and the same thing happened—the system canceled it. Then, on October 18th, I made a withdrawal of $50,000 through Airtm, and it remained in "process" but was never credited. On October 20th, I made another deposit of $300,000 through Lemon Wallet, and it was also canceled. I have all the receipts and statements. I contacted support1win, and they said they were investigating, but they haven't responded since. They disconnected me from the online chat, and I haven't received any further assistance. I've submitted all the support tickets. I only uploaded 5, it won't let me upload any more, but I have everything. Regards

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Dear AdrianMac,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• To confirm, were the funds intended for deposit at the casino not successfully returned to your bank account?
• Did you accumulate your winnings with or without an active bonus?  

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,  

Katarina

Hello, I play slots and live games, but the problem is that I made deposits to top up my account, and the funds weren't credited to my casino account or returned to my bank account. I also made a withdrawal, and it hasn't been credited to my bank account either. I filed a complaint on the site on October 14th, and they are still investigating. Regards

Dear AdrianMac,

Thank you for your reply.

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. We kindly request that you contact your payment provider to trace the transaction in question. For documentation purposes, please request that all communication from your payment provider be provided in writing.

Regarding your delayed withdrawal request:

• Could you please clarify when exactly you requested the withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

Looking forward to your reply.

Katarina

Dear AdrianMac,

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,
Katarina
Casino.Guru