Deposit of $5,000 MXN not credited after 30 days

On June 29th, I made a deposit of $5,000 MXN via SPEI to the 1win casino [1win]. There was a registration error in the initial amount of the request, and the case has been unresolved for over 30 days. The regulated payment gateway in Mexico (NVIO Mexico) has already issued me a formal resolution via email certifying that the funds were successfully delivered to the merchant's bank account (1win). 1win support sent me a message confirming that they have physically located my 5,000 peso deposit in their payment system, but they refuse to manually apply it to my balance, keeping me under perpetual 'review' [1win]. I have the support reference number SPP-765118. I demand the immediate manual crediting of my funds or a full refund.

I am providing images that clearly show my money leaving MercadoLibre, moving to NVIO, and then to 1win! This is where my money has been unjustly held for over 31 days and counting! I urgently request the return of my deposited funds through a good faith recovery process!

Hello, I see you requested two complaints about unpublished casinos, but I reckon at least one of those requests aligns with this 1win matter. For now, kindly stay patient as the mediators go through your initial request; once it's approved, they will investigate and keep you updated about the possibilities.

I'm sorry to see you have been struggling for such a long time; if we can do something, my colleagues will try to help. Just to understand the matter, who in your opinion holds the money? I cannot tell whether it's supposed to be the casino or the other companies you also mentioned.

It seems the merchant already has it! 1win would be the one in this case. Since NVIO also sent that money, it's still a long time for them not to have processed this manually; it's been 35 days as of today!

Hello, I get it. Thank you. Not sure whether we can help directly, but just as I mentioned earlier, the mediators will inform you anyway. It's their decision to make. If the request is approved, you'll get your mediator assigned.

Be patient, please.

Okay, I understand! Thank you so much for the information and help! I'll be on the lookout.

You are welcome. I’m glad to see that the complaint is now approved, so now it’s time to gather all the related information, so please be ready for some additional questions. And then once that first session is over, it’s like, okay, now we have a complaint and now we can assign a mediator and things start to move. It may take some time sometimes. So please feel free to keep in touch in the forum any time you want.