1win Casino - Депозит игрока задерживается.

Subject: Deposit not credited to player account

Dear Guru Casino Support Team,

I made a deposit of €9.52 on February 26 at 10:21 PM. The money was debited from my account, and I have the relevant receipts as proof.

However, the amount has not yet been credited to my player account. Since this is not the first time this issue has occurred, I request that you resolve this quickly and credit the amount to my account.

Please confirm the current status of my deposit and inform me about the next steps.

Best regards

Betreff: Einzahlung nicht auf Spielerkonto gutgeschrieben

Sehr geehrtes Guru Casino Support-Team,

ich habe am 26. Februar um 22:21 Uhr eine Einzahlung in Höhe von 9,52 € vorgenommen. Das Geld wurde von meinem Konto abgebucht, ich habe auch entsprechende Belege als Nachweis.

Allerdings wurde der Betrag bisher nicht meinem Spielerkonto gutgeschrieben. Da dieses Problem nicht zum ersten Mal auftritt, bitte ich um eine schnelle Klärung und eine Gutschrift des Betrags auf mein Konto.

Bitte bestätigen Sie mir den aktuellen Status meiner Einzahlung und informieren Sie mich über das weitere Vorgehen.

Mit freundlichen Grüßen

Dear benjalam95,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please share screenshots from your deposit history found in your player's profile from February 26th?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thomas,

I sent them an email.

I can't upload anything here

Tomas,

habe ihnen email gesendet.

ich kann hier nichts hochladen

Thanks for your reply.

Did the casino credit you the deposit, or was it returned to your Paysafe account since your last post?

Please let me know

Hello,

The deposit has not been refunded to either my account or my Paysafe account. I'm already in contact with the Paysafecard team, and they confirm that the funds were correctly credited to the website.

However, 1win claims the payment still needs to be verified. I'm getting fed up!

Please clarify this for me

Hallo,

die Einzahlung ist weder auf meinem Konto noch auf meinem Paysafe-Konto zurückgebucht worden. Ich stehe bereits mit dem Paysafecard-Team in Kontakt, und sie bestätigen, dass das Geld ordnungsgemäß auf die Webseite gebucht wurde.

1win behauptet jedoch, dass die Zahlung noch geprüft werden muss. Ich habe langsam die Schnauze voll!

Bitte klären sie das für mich

Dear benjalam95,

Since it's been decided that your previous complaint against 1win Casino will be reopened, this complaint will be closed so that both issues can be handled simultaneously. Kindly share any progress and updates in the complaint handled by Jozef. I hope he'll be able to help you resolve both issues with the casino's help if they haven't been solved already. Thanks for your understanding.

Best regards,

Tomas

We’ve reopened this complaint at the request of benjalam95. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Message from the player (translated):

Why is this also closed ?!

I still haven't received the money ?!

howosb?

Dear benjalam95

I apologize; there seems to have been a miscommunication, therefore, I am reopening the complaint.

I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Benjalam95,

I'm Michal, and I have taken over your complaint. I have reviewed your case and after checking the screenshots you have provided can you please confirm if the payment of €9.52 is another transaction that you made in the same amount of €9.52 or if it's not the actual "missing" deposit you are looking for?