1win Casino - Запрос игрока на возврат средств задерживается.

On June 20, 2026, the casino was supposed to credit a cashback in the amount of 2700.58 UAH, but for some reason it was not credited. I also contacted them that day to resolve the issue. The operator initially wrote to me that the cashback was credited, when they started to sort it out by requesting screenshots for verification, I ended up waiting 3 days, again the relevant department gave an answer that the cashback was credited, then I started writing to support again and the cashback was not credited. In the end, the operator answered, I am right, the cashback was not credited, the operator again sent specialists to resolve the issue, they do not announce deadlines, they do not know how to solve problems, as soon as I ask when the issue will be resolved, the operator can close the dialogue without reason, and now I again have to wait for days, although they wrote that usually such requests are resolved quickly, in my case, as a client, they treat me rudely, I do not trust this casino, this is the second time with cashback problems.

20.06.2026 казино должны были зачислить кешбек на сумму 2700.58 грн.,и по какой то причине не зачислили,также я обратилась в тот день решить проблему ,оператор изначально мне написала кешбек был зачислен ,когда стали разбираться запрашивая скриншоты для проверки,в итоге прождала 3-е суток ,снова профильный отдел дал ответ кешбек был зачислен,затем снова я стала писать в поддержку кешбек не зачислили,в итоге оператор ответила,Я права ,кешбек не был зачислен ,оператор снова отправила специалистам решить вопрос,сроки не объявляет,не умеют решать задачи,как только я спрашиваю когда решится вопрос оператор может закрыть диалог без оснований ,и теперь мне снова нужно ожидать сутками ,хотя ,писали что обычно такие запросы решаются быстро,в моем случае как к клиенту обращаются по хамски,у меня не доверие к данному казино,уже во второй раз с кешбеком проблемы.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the cashback bonus that you wanted to receive?
• Have you fulfilled all the necessary requirements to be eligible for this cashback?
• Have you received this type of cashback from this casino before?
• When was the last time the casino communicated with you regarding this uncredited bonus?

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

Best regards

Veronika

Dear Yuliia596,

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'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yuliia596,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika