1win Casino - Hráčův vklad nebyl připsán na účet.

On 8th april at 10:18 am, I deposited 20k . Transaction was successful. But money not get credited in my gaming account. So after 3 hours i raised the complaint and share the screenshot. But today is 21st april and they are telling me that they are still waiting for update. It has been 14 days and still they are not able to solve this problem. Even I send them bank statement but they are doing nothing and telling me to wait and wait. And Even I contacted my manager but he is saying the same thing sir wait for update. below is the attached screenshot of payment . Please solve this as soon as possible. My account id is : 53946590

Dear divyanshujadon2508,

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 that takes approximately one month. In these cases, the 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 already? Ideally, they should be part of the investigation.

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

Best regards,

Petronela 

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I am playing from last 7 months.

Generally When i face this kind of issues , that were solved in 2 days. But this time it has taken more than 2 weeks.

And yes I already contacted my bank and they are saying transaction is successful.

I already shared the bank statement with casino.

But they are not providing any response and update just telling me to wait.

Additional comments from the player:

Please close my 1win compliant, because my deposit is not declined as per 1win payment team

Thank you, divyanshujadon2508, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

My problem is not solved till now. I asked the bank about transaction and from bank side it is successful. But 1win is not added the money till now in my account. And I am waiting for my money from last 17 days but till now no proper response from their side.

Casino guru can you please fasten the process?

From 8th april i am waiting for my own money.

And they are not providing any fruitful solution.

I completely empathize with your frustration, divyanshujadon2508. As I mentioned previously, the process of locating and refunding your funds to your bank account or crediting them to your casino account may take some time. In order to give the casino sufficient opportunity to investigate and resolve the issue, I will extend the timeline for an additional 8 days, making it a full month. If no progress is made by then, we will step in and intervene. Let's remain optimistic and anticipate positive news regarding your deposited funds. Thank you for your patience and understanding in advance.

hey, already 24 days passed. But till now no money refunded. Just waiting for my own money

Hi divyanshujadon2508,

I'm sorry to learn that there hasn't been any progress since the beginning of April. Could you kindly share your bank statement, highlighting the deposit? The statement should cover the period from the day of the deposit until now, providing evidence that the funds left your account without being refunded.

Thank you.