Cwinz Casino - Player's deposit not credited to account.

I made deposit of ₹10000 on Cwinz gaming website on 13th December 2030.

Which I paid through UPI.

And I had selected the payment method Rupeepay2.

I paid ₹10000 but the money was not credited to my gaming account so when I spoke to their support they said it would take 1 hour.

I contacted again after 1 hour when the money did not come. In support I was told that the money would come within 24 hours. Complaint has been noted against them.

Then I waited 24 hours. Then contacted again. In support I was told that I have to wait for 48 more hours.

Then after waiting for total 72 hours I contacted them again that I have not received my money then they told me that I will have to wait for 24-48 more hours.

8 days have been completed but I have not received my money yet.

And their support is very poor. Every agent says different things in support of them.

I will give you the image of the payment proof and also the snapshot of the chats I have done with their support. Please help me.

Dear vicky0160,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation too.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

I spoke to my casino team.

It's been 7 days since my gaming company extended the date and they are asking me to stay for 7 more days.

And even after the deposit, I have deposited three-four more times.

I completely empathize with your frustration, vicky0160. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 19 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds.

• Could you please advise if you contacted your payment provider already? Ideally, they should be part of the investigation too.

Thank you for your patience and understanding in advance.

I have spoken to my bank. My bank told me that no refund has been received.

The casino gaming team has told me that the money has been returned.

I have not received any money refund yet. I have shared the bank statement with my gaming team.

Today 21 days have been completed, please help me.

As I mentioned previously, I completely empathize with your frustration, vicky0160. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 12 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

Sir, almost 30 days are about to be completed and I have talked to my bank. My bank has issued Government Approval NPCI report that the payment has been completed.

And it is revealed by my gaming company that they have not received the money.

My company is asking me to talk to the bank. I talked to the bank. Not my bank's. I have been given the transaction report of NPCI as proof.

Please help me. Talk to the gaming team and get my money back by showing proof.

Hi vicky0160,

I'm sorry to hear that the issue is still not solved.

Kindly provide your bank statement, clearly displaying the deposit transaction. The statement should be dated from the day of the deposit until today, serving as evidence that the funds left your account and were not refunded. My email address is petronela.k@casino.guru.

Thank you.

Hi vicky0160,

This is Moughad from the Cwinz Casino representative.

I'm sorry for the inconvenience, I have been reviewing this case with the financial department for the last few days, and upon checking I found that the amount of 10K has been corrected and added to your balance on 11/01/2024 as shown in the screenshot provided also please check and confirm to us as soon as you can.

Again, we are truly sorry for the delay and we hope to serve you better next time.

This is the Screenshot

Yes my money received please close this case

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, vicky0160, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru