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Dear Kevintailee,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with 1win Casino. I’m afraid I will need more information regarding your problem. Could you please elaborate?

I will be waiting for your reply patiently.

Best regards

Petra

Hello Guru team. I'm contacting you to update my case. 1win claims the payment provider hasn't responded to their claim, but this is incorrect. I've already contacted my bank/payment provider directly, and they confirmed that the transaction was successfully processed I request your intervention so that 1win stops delaying the process with false arguments and releases my balance immediately. I've attached proof of my communication with the bank

I am attaching a conversation with the payment gateway (ONVO). They explicitly state that the payment was successful and should have been credited. They also provided a specific transaction ID: cmo1ybu980ovqil245ger5hem. This proves that 1win is providing incorrect information about the status of the transaction,

Thank you for your reply and for providing the previous details, Kevintailee.

To proceed with your case, could you please forward me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with the casino customer support
• bank statement starting from the date you made the transaction that has not been credited to your casino account until today

Thank you again for your cooperation.

Dear Kevintailee,

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,
Petra
Casino.Guru