1win Casino - Депозиты игроков аннулируются.

Greetings. I've been using the platform for several months without major problems. Any issues I did have were resolved by a VIP assistant within a few hours. However, something changed this past month. On October 14th, I made a deposit of $200,000 through Mercado Pago, and the system canceled it, even though the deposit had already been processed. On October 16th, I made another deposit of $200,000 through Lemon Wallet, and the same thing happened—the system canceled it. Then, on October 18th, I made a withdrawal of $50,000 through Airtm, and it remained in "process" but was never credited. On October 20th, I made another deposit of $300,000 through Lemon Wallet, and it was also canceled. I have all the receipts and statements. I contacted support1win, and they said they were investigating, but they haven't responded since. They disconnected me from the online chat, and I haven't received any further assistance. I've submitted all the support tickets. I only uploaded 5, it won't let me upload any more, but I have everything. Regards

Saludos. Hace varios meses que uso la plataforma sin grandes problemas, los que tenia, me los resolvía un asistente vip en pocas horas, pero en este ultimo mes algo cambio. El dia 14/10 hice un deposito de $200.000 por Mercado pago. y el sistema me lo canceló, pero mi deposito ya estaba hecho. El dia 16/10 hago otro deposito por Billetera Lemon, por $200.000 tambien hizo lo mismo, el sistema lo cancelo. Luego el dia 18/10 hago un retiro de $50.000 por AIRTM y quedo en "proceso" nunca se acredito. y el dia 20/10 realice otro deposito por $300.000 por billetera Lemon y tambien la cancelo. Tengo todos los comprobantes y resumenes. Contacte a support1win y me dicen que estan analizando, y ya no responden mas, me cortan los chat en linea y no tengo respuesta. Paso todos los tickets. Solo subi 5 no me deja mas, pero tengo todo. Saludos

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear AdrianMac,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• To confirm, were the funds intended for deposit at the casino not successfully returned to your bank account?
• Did you accumulate your winnings with or without an active bonus?  

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

Best regards,  

Katarina

Hello, I play slots and live games, but the problem is that I made deposits to top up my account, and the funds weren't credited to my casino account or returned to my bank account. I also made a withdrawal, and it hasn't been credited to my bank account either. I filed a complaint on the site on October 14th, and they are still investigating. Regards

Hola, juego en tragamonedas y en juegos en vivo, pero lo que me sucede es que realice depositos para recargar mi cuenta y no se acreditaron a la cuenta de casino y tampoco volvieron a la cuenta bancaria, ademas tengo un retiro hecho y tampoco se acredito a mi cuenta bancaria. Esta el reclamo hecho en el sitio desde el 14/10 y siguen analizando. Saludos

Dear AdrianMac,

Thank you for your reply.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited. We kindly request that you contact your payment provider to trace the transaction in question. For documentation purposes, please request that all communication from your payment provider be provided in writing.

Regarding your delayed withdrawal request:

• Could you please clarify when exactly you requested the withdrawal?
• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?

Looking forward to your reply.

Katarina

Dear AdrianMac,

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,
Katarina
Casino.Guru