1win Casino - Pelaajan talletuksia ei hyvitetä kasinolle.

I want to file a complaint regarding 1Win Casino.

I made two deposits on August 29 and August 30, but neither of them was credited to my account balance.

I also played about 3–4 spins in the game Heart of 1Win by BF Games, with a stake of 3.80 LEI per spin. After each spin, the game showed an error and did not provide any winnings, while the money was still deducted from my balance.

These issues caused a financial loss and a negative gaming experience. I request that 1Win Casino resolve this matter immediately, either by crediting my deposits and refunding the stakes or providing a clear explanation.

Thank you for your attention.

Hello,

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.

Regarding the issue with the game glitching, can you see the bets in your gaming history?

I hope we will be able to help you resolve this issue as soon as possible. Thank you for your understanding.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order 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 email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

This game provider "BF Games" as I can see, does not provide any history of the bets.

Another issue I discovered these days is that every deposit made via MasterCard, has been charged more than needed to be. For example a deposit of 12USD - I was charged 14USD, for a deposit of 14USD - 16.4USD charged.

So they keep ignoring all my questions regarding the game that doesn't work but take your money and overcharged deposits. They just keep telling me that the issue with deposit will be solved in 1-7 days.

It has now been five days since I made my two deposits, and the funds still have not been credited to my account.

Used to enjoy this casino, now I am waiting idk what.

Thank you for your responses. Have you already contacted your payment provider to ask about the status of your deposits, as I suggested in my previous reply? Only the payment provider is able to investigate whether the amounts were successfully transferred to the casino, are still being processed, or are being returned to your bank account.

Regarding the fees, please note that these are usually not charged by the casino, but by the payment provider. Your bank may charge fees related to international payments, and unfortunately, there is nothing the casino can do to prevent this. Since the amounts in question appear to be within a reasonable range, we do not investigate such matters further.

Finally, if your bets are not recorded in your gaming history, we do not have evidence that funds were unjustly removed from your account.

Regarding the bets: we all know that the support agent has access to my game sessions, where the games I played are displayed, he can contact the game provider and send them my bets for further review. It is not a huge amount but they are missing. Anyways…

Regarding the deposits, yes, I have contacted my bank and they confirmed the status pf transaction is success.

Btw, why you didn't ask the casino to answer here? I'm just afraid the support team is incompetent and my request is stuck.

The casino doesnt solve my problem, doesnt answer to my emails or in chat. I dont know what to do

Hello interference,

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, here you have the casino response on both deposits:

"Hello!

You left a request in technical support on our website. We received a response to your deposit from the payment system. Unfortunately, the transaction was unsuccessful, since you did not finish the payment in the time allotted to him, the funds did not reach us."

My bank asked for a document that clearly state that they did not claimed the deposit amount related to my failed transactions, because the funds did not reach them.

I asked the casino for documents and now I am waiting

The casino is not helping me, they just dont understand what I want from them. And they are ignoring my emails. I just dont know what to do... I'm losing my mind

Now they just refuse to send me the confirmation:

Thank you for your patience and waiting, I understand your situation. The transactions are unsuccessful because you did not complete the payment within the allotted time, the funds have not been received by us. Also, we as a company cannot calculate bank PDFs, because the payments are made by our external merchants.

I just spoked with my bank and they confirmed that the transactions are successful and they reached the casino.

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.

Hello. Kindly check your email, I just sent the requested details.

Thank you for your email. In the screenshots of your transaction history, there are multiple deposits made by Mastercard that were cancelled. Could you kindly specify if these transactions are visible in your bank statement?

They were not canceled, it is just hard to make a deposit with bank card. Some payment providers may be blocked on the bank side, some not, something like that. The bank may not approve an online transaction, such a casino deposit. If something like this happens, the casino redirects you to another provider that might work. So the cancelled (unsuccessful) transactions that you see on my bank statement are the ones that were not approved by bank. Those 2 deposits on from the casino history, are shown as cancelled, but in the reality, they were successful on the bank's site. And yes, you can see them on the statement. The transaction from casino history at 10:08 in the statement is at 29/08/2025 22:10:47 (2 minutes difference because of the time it takes to go to the bank application and approve the transaction). The second transaction from casino history at 4:31PM, in the statement is at 30/08/2025 16:33:28(the reason for the time difference is the same). Bank said they are successful and the casino should have received the money

Thank you very much, interference, for providing all the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1win Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Hello!

We have checked the information in your application. Deposits cannot be credited because you did not complete the payment within the allotted time, and we did not receive the funds. Regarding errors in the games, you should contact support@1win.social.

Sincerely, the 1win team.

Were you next to me when I was doing this? I went on the platform with a clear intention to make a deposit, and twice in two days my deposits were stolen by you. I’m sure you don’t even know how this actually works. I wasn’t busy with anything else that could make the payment expire. I did it exactly the way I always do, without wasting a single minute. You can see the time when I created the deposit request and the payment time in my bank statement. This proves there were no delays on my side, only the normal time needed to open the banking app, confirm the transaction, and get back to the platform.

I’ve already talked to my bank about this. I even called them and told them what you said about the payment being unsuccessful. They told me that in order to start the cancellation of these transactions, I need a clear confirmation from you that you didn’t receive the money and that you don’t claim it. For now, my bank confirms that the transactions went through successfully and reached your payment provider. That provider is the middleman between me and you as the casino. Words from some random operator on your platform won’t solve this, you are 1Win, but the merchant on the receipt is another company.

Dear 1win Casino,

Could you kindly provide any further explanation regarding this matter? It seems unlikely that the player’s funds would be entirely lost simply due to the payment not being completed within the allocated time. Any additional evidence you could share would be greatly appreciated.

Thank you in advance.

Best regards,

Attila G.

Hello!

Our specialists are clarifying the information regarding your question.

Sincerely, the 1win team.

What a waste of time. It took you forever to response and it's useless

Dear 1win Casino,

We hope to receive a clarification regarding this issue as soon as possible.

Thank you in advance for your cooperation.

Best regards,

Attila G.

Yeah cool let's wait for another week, and another and another.

Hello!

Our specialists are clarifying the information based on the data provided.

Sincerely, the 1win team.

Why it's taking so much time? You are making fun of people. Look at the date. It happened to me on 29/08/2025, now it's 14/10/2025. Why you are acting like that? How is this even possible.

Dear 1win Casino,

Thank you for your previous email. I understand that you may need some time to clarify the issue. However, I would like to remind you that, as of now, we have not received sufficient proof from your side.

Any evidence or additional information that could help us properly evaluate the situation would be greatly appreciated.

Thank you in advance for your cooperation. I hope we can reach a successful resolution of this issue soon.

Best regards,

Attila G.

Hello!

Specialists are updating information upon your request.

Sincerely, the 1win team.

This is really disgusting. How can you take so long to resolve this issue? It’s been more than two weeks since your message saying you’re checking the information. Why is that? How much longer will it take? The amount is small, but the problem still exists and you’re not solving it. This is ridiculous.

I am waiting.

Dear interference,

I have tried to contact the casino repeatedly but no real solutions have been offered. Despite multiple attempts, the casino kept offering the same statement, without providing any evidence. I'm afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (attila.g@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Attila Gorkij