1win Casino - Депозит игрока не был зачислен.

Subject: Uncredited Deposit of 400 PEN since July 30th (Ticket SPP-1120562)

Dear Casino Guru team,

On July 30th, 2026, I made a deposit of 400 PEN to 1win Casino via the local payment method "Yape". The checkout system instructed me to transfer the money to a wallet named "Santiago Andre Alava Del Aguila".

The payment was successful (UTR: 04116834). However, the funds were never credited to my 1win account (ID: 364511988).

I have contacted support multiple times (Ticket SPP-1120562). I provided screenshots and a screen recording video from my banking app proving the transaction is legitimate. It has been days and they just keep telling me to wait. I need your help to get my money credited. I will attach all the evidence in the next step. Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win.

Please allow me to ask you a few questions so I can better understand the situation.

• Was the balance in your wallet sufficient when you made the transfer?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Kevin_ito,

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

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru