1win Casino - El depósito del jugador se ha retrasado.

On June 29th, I made a deposit of $5,000 MXN via SPEI to the 1win casino [1win]. There was a registration error in the initial amount of the request, and the case has been unresolved for over 30 days. The regulated payment gateway in Mexico (NVIO Mexico) has already issued me a formal resolution via email certifying that the funds were successfully delivered to the merchant's bank account (1win). 1win support sent me a message confirming that they have physically located my 5,000 peso deposit in their payment system, but they refuse to manually apply it to my balance, keeping me under perpetual 'review' [1win]. I have the support reference number SPP-765118. I demand the immediate manual crediting of my funds or a full refund.

El pasado 29 de junio realicé un depósito de $5,000 MXN vía SPEI hacia el casino 1win [1win]. Hubo un error de registro en el monto inicial de la solicitud, pero el caso ya lleva más de 30 días sin resolverse. La pasarela de pagos regulada en México (NVIO México) ya me emitió una resolución formal por correo electrónico donde certifica que los fondos fueron entregados con éxito a la cuenta bancaria del comercio (1win). El soporte de 1win me envió un mensaje confirmando que ya localizaron físicamente mi depósito de 5,000 pesos en su sistema de pagos, pero se niegan a aplicarlo manualmente a mi balance, manteniéndome bajo una 'revisión' perpetua [1win]. Cuento con el folio de soporte SPP-765118. Exijo la acreditación manual inmediata de mis fondos o el reembolso de mi dinero."

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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.

Have you made any successful deposits into this casino before?

Could you please describe the error you experienced in more detail? Did you receive any confirmation that your payment was successful despite the error?

Could you please send me the following documents?

• deposit receipt
• screenshot of your transaction history in your casino account
• communication with your payment provider
• 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

My email address is veronika.f@casino.guru. Thank you for your patience and cooperation.

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

Hello, Veronica. Thank you so much for taking my case. Below, I answer your questions in detail: 1. Have you made any successful deposits before? Yes, I have previously been able to deposit and trade on the platform without any problems. This is the first serious issue I've encountered.

2. Error Description and Confirmation: On June 29th, I made a deposit of $5,000 MXN via bank transfer (SPEI). The money successfully left my bank account. However, the balance was never credited to my 1win account. When I contacted casino support, they opened request number SPP-765118, but they have been giving me the runaround with automated responses for 33 days and have not released the funds. It's worth noting that the Mexican payment gateway I used (NVIO Pagos México) formally confirmed this week that they processed the payment successfully and that the funds have been delivered to 1win's accounts. The casino is manually holding my money. I am sending all the requested documents and screenshots to your email address to support my complaint. I look forward to your response. Thank you.

Hola, Verónica. Muchas gracias por tomar mi caso. A continuación, respondo a sus preguntas detalladamente:1. ¿Has realizado algún depósito exitoso anteriormente? Sí, anteriormente había podido depositar y operar en la plataforma sin inconvenientes. Este es el primer problema grave que presento.

2. Descripción del error y confirmación: El pasado 29 de junio realicé un depósito de $5,000 MXN mediante transferencia bancaria (SPEI). El dinero salió de mi cuenta bancaria con éxito. Sin embargo, el saldo nunca se acreditó en mi cuenta de 1win. Al reclamar en el soporte del casino, me abrieron el folio de solicitud SPP-765118, pero llevan 33 días dándome largas con respuestas automáticas y no me asignan el dinero. Cabe destacar que la pasarela de pagos mexicana utilizada (NVIO Pagos México) ya me confirmó formalmente esta semana que ellos procesaron el pago con éxito y que los fondos ya fueron entregados a las cuentas de 1win. El casino tiene mi dinero retenido de forma manual.Procedo a enviar a su correo electrónico todos los documentos y capturas de pantalla solicitados para respaldar mi queja. Quedo atento a su intervención. Muchas gracias.

Just wanted to say thanks and add a little more about what happened today! The NVIO payment gateway officially notified me that they contacted 1win to find out the actual status of my money and sent me this, which basically makes it clear that both Mercado Pago and NVIO have been very transparent in trying to get my money back, while 1win still hasn't credited it to my account.

Solo para agradecer y agregar un poco más de lo que paso el día de hoy! La pasarela de pagos NVIO me notifico oficialmente que realizaron un acercamiento a 1win para saber el estatus real de mi dinero y me enviaron esto dónde prácticamente pues dejan ver en claro que tanto como mercado pago y ellos han sido lo más claros para que mi dinero esté de vuelta mientras que 1win sigue sin acreditarlo a mi cuenta

Dear Ferral07

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Ferral07,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Hello!

We have thoroughly reviewed the information regarding the transaction in question. We are pleased to confirm that the deposit has been successfully credited to your gaming balance and that the funds are available for use on the platform.

Thank you for your patience. We will take the necessary steps to ensure that delays of this kind do not occur in the future.

Thank you 1win Casino Team, for the good news!

Dear Ferral07,

please let me know, if you can see your deposit in your account.

I will keep this complaint opened until your confirmation.

Please let me know as soon as possible, or you can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Ferral07,

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,
Martina
Casino.Guru