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On July 17, 2026, I made a deposit of ARS $400,000 into 1win. The amount was successfully debited from my Mercado Pago account, but it was never credited to my 1win account.

Given the lack of accreditation, I contacted 1win and subsequently the entities involved in the payment processing.

Mercado Pago informed me that the transfer was successful, approved, and that the money left their system and was sent to an external entity. They also indicated that they could not provide me with a final confirmation certificate because it is the responsibility of the receiving entity to locate and verify the funds.

The payment receiving/providing entity, BIND PAGO SA / Mi Carrefour, replied that, for reasons of banking secrecy and data protection, it could not inform me of account details or provide me with a certification regarding an account whose holder I am not, and that the holder should verify the money from their Mi Carrefour application.

Therefore, there is currently a situation where Mercado Pago confirms that the money was correctly sent to the receiving entity, while the deposit was never credited to my 1win account and the money was not returned to me.

I have already made claims and communications with 1win and with the entities related to the payment, providing the corresponding receipts, but so far I have not obtained a solution.

The amount claimed is $400,000 ARS.

I request Casino Guru's intervention to help me determine what happened to the funds and who should be responsible for locating and returning or crediting the money.

Attached as evidence:

Proof of transfer of $400,000 made on 07/17/2026.

Mercado Pago's response.

Response from BIND PAGO SA / Mi Carrefour.

El día 17/07/2026 realicé un depósito de $400.000 ARS en 1win. El importe fue debitado correctamente de mi cuenta de Mercado Pago, pero nunca fue acreditado en mi cuenta de 1win.

Ante la falta de acreditación, me comuniqué con 1win y posteriormente con las entidades involucradas en el procesamiento del pago.

Mercado Pago me informó que la transferencia fue realizada correctamente, que fue aprobada y que el dinero salió de su sistema hacia una entidad externa. También me indicó que no podía proporcionarme un certificado final de acreditación porque corresponde a la entidad receptora localizar y verificar el ingreso de los fondos.

La entidad receptora/proveedora de pagos, BIND PAGO S.A. / Mi Carrefour, me respondió que, por razones de secreto bancario y protección de datos, no podía informarme datos de una cuenta ni proporcionarme una certificación respecto de una cuenta cuyo titular no soy, y que el titular debía verificar el dinero desde su aplicación Mi Carrefour.

Por lo tanto, actualmente existe una situación en la que Mercado Pago confirma que el dinero salió correctamente y fue enviado a la entidad receptora, mientras que el depósito nunca fue acreditado en mi cuenta de 1win y tampoco me fue devuelto el dinero.

Ya realicé reclamos y comunicaciones con 1win y con las entidades relacionadas con el pago, proporcionando los comprobantes correspondientes, pero hasta el momento no obtuve una solución.

El monto reclamado es de $400.000 ARS.

Solicito la intervención de Casino Guru para ayudarme a determinar qué ocurrió con los fondos y quién debe hacerse responsable de localizar y devolver o acreditar el dinero.

Adjunto como pruebas:

Comprobante de la transferencia de $400.000 realizada el 17/07/2026.

Respuesta de Mercado Pago.

Respuesta de BIND PAGO S.A. / Mi Carrefour.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you previously made any successful deposits into this casino using this payment method? If so, when exactly did you last make a successful deposit using it?
• Can you see the transaction in the deposit history of your casino account? If so, please send me a screenshot.
• Have you contacted the casino’s customer support to ask about the status of this transaction? If so, what response did you receive?

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

Best regards

Veronika

This happened to me once before, and they resolved it by attaching the same evidence, except for the bank emails. This time, even after attaching everything, they're saying no. They claim the supplier didn't receive it, which is a lie because all the relevant evidence was sent. I've been in contact with them for over six weeks, and they refuse to take responsibility for the situation.

Me pasó una vez y me lo resolvieron adjuntando las misma pruebas. Menos los mails del banco. Esta vez adjuntando todo me dicen que no. Que al proveedor no le llegó, lo cual están mintiendo porque se mandó todas las pruebas correspondientes. Hace más de 6 semanas que estoy en contacto y no quieren hacerse cargo de la situación.

I sent all the proof: bank statements, a video from my phone showing the transfer, emails. EVERYTHING! My bank already told me the transfer was approved, and her bank said they received the money, but they're telling me to contact my financial institution even though I'm showing them emails that clearly prove she has the money.

Mande todo comprobante extracto bancario, video de mi celular mostrando transferencia mails. TODO! Mi banco ya me dijo que la transferencia salió aprobada y el banco de ella que recibió el dinero y me dicen comunícate con tu entidad financiera si les estoy mostrando los mails que claramente tiene el dinero ella.

Dear AgustinaS-0

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, Martina (martina.b@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,

Veronika

Dear AgustinaS-0,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?

Thank you in advance for providing the information.

Hi Martina, my 1win account was blocked after I sent emails and attached all the evidence. I want my money refunded to my account. Even after attaching everything, they haven't returned my money! I need this resolved urgently and my refund issued.

Hola Martina, me bloquearon la cuenta de 1win después de haber mandado mails y adjuntado todas las pruebas. Quiero que reembolsen mi dinero a mi cuenta. HABIENDO ADJUNTADO TODO NO ME DEVUELVEN MI DINERO!!! Quiero que se resuelva urgente y me hagan el reembolso

Hello,

Thank you for your message and the information provided. We understand that you are facing a serious issue regarding the deposit of ARS $400,000, which was successfully debited from your Mercado Pago account but not credited to your 1win account.

We would like to clarify a few points to better understand the situation:

Correctness of Details: Please verify if you provided the correct details for the deposit.

Method of Deposit: How exactly was this deposit made?

Second Account: Do you have a second gaming account? The provider is stating that the provided details do not belong to them.

Once we receive this information, we can proceed more effectively with the investigation.

Thank you for your cooperation.

Hello, I don't have a second account; mine was blocked for requesting my money back. I've attached proof that I made the deposit on your website through Mercado Pago. I would like a refund to be issued to my Mercado Pago account.

Hola, no tengo una segunda cuenta me bloquearon la mía, por pedir mi dinero. Adjunto pruebas e hice el depósito en su página por mercado pago. Quiero que me hagan el reembolso a mi cuenta de mercado pago.

ID 308765820

Dear all:

I have received your new response, but the information provided by 1win contradicts the information obtained directly from the bank.

You now state that the funds are being held by my bank and will be returned soon.

However, Banco de Servicios Financieros Carrefour SAU traced the transfer and confirmed it to me in writing.

that the funds of $400,000 entered the destination account on 17/07/2026 for the reported amount.

Therefore, I request that 1win provide me with a concrete and documented explanation regarding:

Which entity currently holds the funds?

In which account are they being held?

What is the transaction identifier?

What is the exact date scheduled for the return of the $400,000?

What proof or documentation exists of this refund? I have already contacted my bank and have bank statements that contradict the claim that the funds are being held in my account.

I request a full refund of $400,000 to the original payment method.

In the event that 1win claims that the funds are being held by my bank, I request that they provide me with the bank statement or reference that allows me to verify this claim.

I hereby certify that the claim has been filed with

Consumer Protection, Case No.

1789552 , and that I will incorporate this new communication into the file.

Sincerely,

Agustina Sosa

I sent this email to support and their response is what I'm going to attach, after I had already sent proof of transfer, bank statement and proof from the banks that says the transfer reached their payment provider.

ID 308765820

Estimados/as:

He recibido su nueva respuesta, pero la información proporcionada por 1win resulta contradictoria con la información obtenida directamente de la entidad bancaria.

Ustedes manifiestan ahora que los fondos se encontrarían retenidos por mi banco y que serían devueltos próximamente.

Sin embargo, Banco de Servicios Financieros Carrefour S.A.U. realizó el rastreo de la transferencia y me confirmó por escrito

que los fondos de $400.000 ingresaron a la cuenta de destino el día 17/07/2026 por el importe informado.

Por lo tanto, solicito que 1win me proporcione una explicación concreta y documentada sobre:

Qué entidad tiene actualmente los fondos.

En qué cuenta se encuentran retenidos.

Cuál es el identificador de la operación.

Qué fecha exacta tiene prevista la devolución de los $400.000.

Qué comprobante o constancia existe de dicha devolución. Ya realicé la consulta con mi banco y cuento con documentación bancaria que contradice la afirmación de que los fondos se encuentran retenidos en mi banco.

Solicito el reembolso íntegro de los $400.000 al medio de pago de origen.

En caso de que 1win sostenga que los fondos están retenidos por mi banco, solicito que me proporcione la constancia o referencia bancaria que permita verificar dicha afirmación.

Dejo constancia de que el reclamo se encuentra presentado ante

Defensa del Consumidor, caso N.º

1789552, y que incorporaré esta nueva comunicación al expediente.

Atentamente,

Agustina Sosa

LES ENVIÉ ESTE MAIL A SOPORTE Y SU RESPUESTA FUE LA QUE VOY A ADJUNTAR, YA HABIENDO ENVIADO COMPROBANTE DE TRANSFERENCIA, EXTRACTO BANCARIO Y PRUEBAS DE LOS BANCOS QUE DICEN QUE LA TRANSFERENCIA LLEGO A SU PROVEEDOR DE PAGOS.

Dear 1win Casino,

The player has provided consistent documentation showing that ARS 400,000 was transferred through Mercado Pago and credited to the designated destination account. Therefore, I kindly ask you to credit ARS 400,000 to the player’s casino account.

If you believe this payment was not connected to 1win, please provide confirmation from your payment provider showing where the transfer went and why it was not credited to the player’s casino account. Any records containing private information may be sent to me at martina.b@casino.guru.

Thank you.