1win Casino - Hráčův vklad nebyl nikdy připsán na jeho kasino účet.

I made a pix, which is an instant payout, it was debited from the account but not credited to the casino.

Fiz um pix, que é um pagamento instantâneo, foi debitado da conta, mas não foi créditado no cassino.

Dear thyagobreda,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Have you contacted your bank or payment provider already? They need to be part of the investigation too. Additionally, please forward your payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

Dear thyagobreda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional comments from the player:

„Sorry, I couldn't answer due to lack of time."

Thank you, thyagobreda, for getting back to us. Could you please advise if it was your first deposit in this casino? Have you contacted your bank or payment provider already? They need to be part of the investigation too. Additionally, please forward your payment receipt to petronela.k@casino.guru.

Yes, it was the first deposit, I already contacted them, the problem was with the transfer intermediary.

Sim, foi o primeiro depósito, já entrei em contato, o problema foi no intermediário de transferência.

Screenshot from the player:

Thank you very much, thyagobreda, for your reply and the forwarded screenshot. If the problem was with the intermediary bank, were the funds returned back to your bank account, or they're still missing?

Dear thyagobreda,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.