1win Casino - Depozit igrača je odložen.

I made a deposit on December 29, 2025, which was not credited to my casino account. After the standard waiting period, the situation remained unchanged. I contacted the platform's support and provided them with sufficient proof that the money was correctly transferred from my bank account. The problem, I explained, was that the destination bank, in this case NVIO (1win's bank), had not processed it. After verifying this and them acknowledging the error, they gave me a support ticket and told me to wait. Thirty-three days have passed, and in that time, they have given me five support tickets. They have told me twice that the payment has been credited (which is false), and finally, they stopped responding.

My bank (Mercado Pago) confirms that the funds were successfully released to their payment processor. I have attached the release reference number provided by customer support. I demand the immediate manual crediting of my funds, as 14 days have passed. The money is currently in limbo due to your payment processor.

Hice un depósito el 29 de diciembre de 2025 el cual no se me acreditó a mi cuenta de casino. Después de pasado el tiempo reglamentario de espera la situación siguió de la misma manera. Me puse en contacto con el soporte de la plataforma y le compartí comprobantes y las pruebas suficientes para constatar que el dinero se liquidó de manera correcta desde mi cuenta bancaria. Y que el problema radicaba en que el banco destino. En este caso NVIO de 1win no lo había procesado. Después de comprobarlo y que ellos aceptaran el error me dieron un ticket de reclamo y me dijeron esperara. Han pasado 33 días y en ese lapso me han dado 5 tickets. Me han afirmado en dos ocasiones que ya se acreditó el pago (que es falso) y por último ya no me contestan.

Mi banco (Mercado Pago) confirma que los fondos fueron liberados exitosamente hacia su procesador de pagos. Adjunto el folio de liberación proporcionado por soporte humano. Exijo la acreditación manual inmediata de mis fondos ya que han pasado 14 días". Ya que el dinero está en un "limbo" provocado por su procesador de pagos. 

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 EPV83,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

To clarify your case:

• Can you confirm the payment method you initially used for the deposit?
• Can you confirm if any transaction fees were charged for the deposit?
• Could you please confirm that you have tried contacting your payment processor regarding this issue?
• Was this your first deposit at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards

Petra

Dear EPV83,

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