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My 1win id is 64545720, i deposited 3000 inr on 15 th October 2025. I provided them payment screenshot and a statement from 14th October to till the date stii they are not deposit money saying thay have not received. Both transactions said successful and even I got email from their payment provideer that transaction is successful

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino. Please allow me to ask you a few questions so I can better understand the situation.

• Was it your first deposit in this casino?
• Could you please forward any relevant communication between you and casino support regarding the issue to tomas@casino.guru?
• Is the deposit in the casino systems visible under any particular status? Could you please share a screenshot of what it looks like?

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Yes it is showing as pending. see attached photo.. i have not recorded the conversation but will do by today

Thanks for your reply.

• Have you received assistance from casino support regarding the issue?
• If the issue persists, please send any relevant communication between you and casino support to my email at tomas@casino.guru or post screenshots here.

No, I have provided them bank statement but they are saying they have not received any money. So i have not received any assistance from 1win

Could you please share with me your communication with the casino on the topic to confirm you were in contact with the casino regarding the issue and what the casino responded? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I apologize for the inconvenience.

Hi I emailed you as much screenshot as I can do because they don't provide chat transcript 

Dear Krishna1305,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Krishna1305 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to know what the issue is with the deposit and what we can do to help the player receive their funds.

Thank you!

Hello,

The review of your deposit has been completed: the provider did not detect any incoming funds, so this transaction cannot be processed or credited to your gaming account. In this situation, we recommend contacting your bank and requesting a refund for the specified operation.

If your bank provides any additional details, you can share them with support for a repeat check.

I have already provided the response from your payment provider that it is successful which I have attached already. Also attached screenshot of my bank that transaction is successful and bank said clearly that they can not take any action on successful transaction. Even your payment provider called and confirmed that payment was successful.. if you need I can share that email again

Thank you for the update 1win Casino representative. Would it be possible to provide me with evidence of the provider not detecting any incoming funds? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello!

Your request has already been forwarded to the specialist department — they are preparing the technical details from the provider’s side. We will share the information with you as soon as it is received and verified within the standard procedure.

Thank you 🙏

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello!

We have sent you an email to the address specified in your account. Please check your inbox.

The reply contains the information necessary for further consideration of the situation as part of the standard procedure.

Hello Krishna1305,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter 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 Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for the clarification 1win Casino representative, I have responded to your email, and I await your response!

Dear Krishna1305, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello!

Thank you for your inquiry. We require additional time to gather the necessary information. Once we have verified all the details, we will promptly provide you with the requested information via email.

We appreciate your patience and understanding in this matter.

Hello!

We have sent a response via email. Please review it at your convenience.

Dear Krishna1305, unfortunately we cannot assist further in this case as both sides have provided us with evidence to support their claim. In situations like these, we are unable to help and can only recommend contacting your payment provider to attempt to restore the funds. We will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter