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Dear Brilloiner16,

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.

Thank you for your understanding.

Best regards,

Veronika

Hello, good afternoon, thank you for the prompt response. I hadn't seen your reply. Yes, Ms. Veronika, I've tried everything: calls, emails, and nothing works. They tell me the same thing as you, but they keep postponing the date. First, they gave me a 7-day window, which they didn't honor. It's almost been a month now. I find this incredibly irresponsible, and as a customer and regular player, I'm very dissatisfied. Could you give me some more in-depth advice, or perhaps ask 1win, since the company's support bots don't do anything and give the same response? I've been extremely persistent, and nothing has worked. So, if you know of any other alternative, or as I mentioned, if it's not too much trouble, could you contact 1win? I've researched this, and many people say they've never received their money in the same situation. I'd like to change that, and I'd appreciate your help. Have a good night! ✨👀🥲

Hola buenas tardes, gracias por la respuesta inmediata, no había visto la repuesta, si sra Verónika, y intentado de todo, llamada, correo y nada me dicen lo mismo que usted pero me posponen la fecha, primero me dieron y un lapso de 7 días no lo cumplieron, ya casi va para el mes, me parece una gran irresponsable y como cliente y jugador cotidiano me da mucha insatisfacción, usted me puede dar un consejo más profundo, o preguntar a 1win ya que los bots de soporte de la empresa no hacen nada y dan el mismo patrón yo he Sido muy, muy no, demasiado insistente y nada, entonces si ustedes saben otra alternativa o como les dije, si no es mucha molestia podrían comunicarse con 1win, eh investigado y dicen muchas personas que nunca les a caído el dinero con la misma situación, a mí me gustaría cambiar eso y que ustedes me ayudarán, que tengan buenas noches✨👀🥲

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.

Hi Veronika, the problem has been resolved, thank you for your help. An influencer helped me and the casino deposited the money, thank you!

Hola Verónika, ya se resolvió el problema, gracias por la atención una influencer me ayudo y el casino me depósito el dinero, gracias!

Dear Brilloiner16,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru