1win Casino - 플레이어의 보증금이 도착하지 않았습니다.

I made two deposits on different dates, both money was taken from my bank account but never made it to my account, I contacted support who told me to ask payments@1win.xyz, still no response after more than a week .

They stole my money!! Don't play here!

Ho effettuato due depositi in date diverse, entrambi i soldi sono stati presi dal conto in banca ma mai arrivati sul conto gioco, ho contattato il servizio di supporto che mi ha detto di chiedere a payments@1win.xyz, ancora nessuna risposta dopo più di una settimana .

Mi hanno rubato i soldi!! Non giocate qui!

Dear Jack22si29,

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.

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

Best regards,

Nick

So even if I hear from my supplier, I can rest assured that I will never see the money again?

Quindi anche sentendo il mio fornitore posso stare tranquillo che i soldi non li rivedrò mai?

Dear Jack22si29,

The payment provider need to confirm that the payment was successfully transferred. The best way is to request a confirmation of it directly from them and then forward it to the casino so they can find the lost deposit and credit it to you. Please keep in mind that after you send them the payment confirmation, it might take a week or two before they credit it back to you.

I have already forwarded the payment confirmation and receipts of the 2 payments to the casino, I have sent emails to whoever they told me to send it, but still no response for about 2 weeks.. the site is outrageous!

Ho già inoltrato al casino la conferma di pagamento e le ricevute dei 2 pagamenti, ho inviato email a chi mi hanno detto loro di inviarla, ma ancora nessuna risposta da circa 2 settimane.. il sito è scandaloso!

Thank you Jack22si29 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Jack22si29,

I am sorry to hear about your negative experience. 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's representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino Team,

Could you please look at the player's issue regarding non-credited deposits? Also, let us know if the casino needs anything else from the player to investigate the issue.

Thank you in advance for providing the information.

The casino put me the 48.5 euros but the 22.5 are still missing. I await an answer

Il casino mi ha messo i 48.5 euro ma ancora mancano i 22.5.. attendo risposta

Good afternoon

Please check if you have not received a deposit of 22.5 EUR?

You contacted payments@1win.xyz regarding a deposit of 48.5 EUR, and this amount was credited to your gaming account.

In case there is another non-received deposit, please send a payment receipt to payments@1win.xyz, your request will be reviewed and processed.

Sincerely, 1win team.

Добрый день!

Уточните, пожалуйста, Вы не получили депозит в размере 22.5 EUR?

Вы обращались на электронную почту payments@1win.xyz касательно депозита 48.5 EUR, и эта сумма была зачислена на ваш игровой аккаунт.

В случае, если присутствует еще один неполученный депозит, просим отправить на payments@1win.xyz чек об оплате, Ваш запрос будет рассмотрен и обработан.

С уважением, команда 1win.

Dear Jack22si29,

Can you please check it on your side and let us know if there is still another non-received deposit?

If yes, did you follow the instructions above? What is the status of your issue?

Dear Jack22si29,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The disputed amount was updated from €71 to €22.50, according to the information provided by the player.

The player can reopen this complaint anytime.

Thank you very much, 1win Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru