1win Casino - El casino retrasa el depósito del jugador.

ID: 342038749

Ticket: SPP-1738087

Hello Casino Guru members.

I am filing a complaint against 1Win.

to whom I made a deposit on 11/09/2026 for the amount of 100,000 Argentine pesos.

Use the MercadoPago payment method.

The casino provided me with the CVU account number to send the payment. I sent the transfer, confirmed the payment, and uploaded the receipt. To date, the money has never been credited to my casino account. Of course, the money was deducted from my wallet.

I wrote to support and they opened a claim, then they asked me for proof of payment, bank statement, and most recently they asked me for a video showing me logging into my account and showing the details where the payment came from.

I sent them all the information they requested, and they still haven't deposited the money. I need your help because now I'm complaining, and they tell me it's being processed, but they don't seem to care about my complaint because they take 25 or 30 minutes to respond in support.

ID: 342038749

Ticket: SPP-1738087

Hola estimados de Casino Guru.

Presento mi queja contra 1Win.

a quienes les realice un deposito el dia 11/09/2026 por el monto de 100.000 pesos Argentinos.

Utilice el motodo de mercadopago.

El casino me proporciono el cvu N° de cuenta para enviar el pago. Envie la transferencia, confirme el pago y subi el comprobante. Hasta la fecha el dinero jamas se acredito en mi cuenta de casino. Por supuesto que el dinero fue descontado de mi billetera.

Le escribi a soporte y abrieron un reclamo, luego me solicitaron comprobante de pago, extracto bancario, y hasta ahora ultimo me pidieron un video que muestre iniciando sesion en mi cuenta y mostrar el detalle donde salio el pago.

Les envie toda la info que solicitaron y aun asi continuan sin depositarme el dinero.. necesito de su ayudar porque ahora reclamo y me dicen qur esta en proceso pero parece no importarle mi reclamo porque demoran de 25 o 30 min en responder en el soporte.

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 Federicopm115,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has not been credited to your casino account, I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates.

I apologize that we cannot be of more assistance at this time. I will leave this complaint open for one month and would appreciate it if you could keep us updated on any progress. Thank you for your understanding.

Karla M.