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Claim - Withdrawal not credited - Win1

I made a withdrawal of $500,000 (Argentine pesos) from Win1 Casino on July 3, 2026. Within a few hours, the status showed as "completed" on the casino platform, but the money was never credited to my wallet (Mercado Pago). More than 15 days have passed since then.

When I contacted support, I received several different excuses each time. I requested proof of the transfer so I could file a claim with Mercado Pago, and at that point they replied that the problem was on their end ("on their end") and that they were working on it.

Since then, every time I inquire about the status, I receive the same generic response that "they are working on it," without proof, without an estimated date, and without a concrete resolution.

I request Casino Guru's intervention to mediate and obtain credit for the withdrawal, given that the casino acknowledged that the fault lies with them but offers no solution or real evidence of payment.

Reclamo - Retiro no acreditado - Win1

Realicé un retiro de $500.000 (pesos argentinos) en el casino Win1 el 3 de julio de 2026. A las pocas horas, el estado figuraba como "realizado" en la plataforma del casino, pero el dinero nunca fue acreditado en mi billetera (Mercado Pago). Han pasado ya más de 15 días desde entonces.

Al contactar a soporte, recibí varias excusas distintas en cada oportunidad. Les solicité el comprobante de la transferencia para poder hacer el reclamo correspondiente ante Mercado Pago, y en ese momento me respondieron que el problema era de ellos ("de su lado") y que lo estaban solucionando.

Desde entonces, cada vez que consulto por el estado, recibo la misma respuesta genérica de que "lo están solucionando", sin comprobante, sin fecha estimada y sin resolución concreta.

Solicito la intervención de Casino Guru para mediar y lograr la acreditación del retiro, dado que el casino reconoció que la falla es de su parte pero no ofrece ninguna solución ni evidencia real del pago.

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Hello,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Has the withdrawal amount been returned to your casino balance, or is it still marked as completed?
• Have you contacted Mercado Pago directly to verify whether there is any pending incoming transaction associated with this withdrawal?

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,

Attila