The player from Mexico faced issues with withdrawing winnings, specifically from promised free spins and cashback rewards that were never provided, despite having received numerous tickets from monthly raffles. Each time he attempted to claim his rewards, he found them unavailable. The Complaints Team was unable to proceed with the investigation or provide solutions due to a lack of response from the player. Consequently, the complaint was closed, but the player had the option to reopen it in the future if he chose to resume communication.
1win Casino - Player's winnings are delayed and unclaimed.
Closed
Our verdict
Player stopped responding
Amount: Mex$1
1win Casino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
I have a complaint about this casino. Every month they do a raffle and every day you win a ticket. There are many prizes, among them they promise you free spins on their own games and with super winnings there have already been 2 occasions when they give me 250 free spins, depending on why that is what I win by collecting my tickets daily and when it comes time to claim them, they just condition you on a certain time and nothing and the cache back is the same, I have never been able to see my cache back, they tell you that it is already available but it never comes out.
Automatic translation:
Public
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8 months ago
Hello,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with 1win Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please share the link for the bonus you are applying in your initial message?
- Following receipt of the complimentary spins, were you able to utilize them without issue?
- Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
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
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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8 months ago
Dear Vgarcia28,
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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8 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,
Katarina
Casino.Guru
