1win Casino - Os fundos do jogador estão atrasados na transferência.

I made a transfer on August 15th, and as of September 3rd, they haven't credited it to my account. They just tell me to wait and that they'll "speed up the process," but they don't do anything. Terrible casino.

Hice una transferencia el 15 de agosto y a día de hoy 3 de septiembre no me lo acreditan en mi cuenta. Solo responden que espere y que "van a acelerar el proceso" pero no hacen nada, pésimo casino

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

If I've made more than one withdrawal previously and if I've passed KYC verification, I didn't have any active bonuses.

Just to clarify, what I did was a deposit to my casino account, not a withdrawal.

Si he realizado más de un retiro anteriormente y si he pasado la verificación kyc. No tenía ningún bono activo.

Solo para aclarar, lo que hice fue un depósito a mi cuenta del casino, no un retiro.

I'm still waiting for my money

Sigo esperando mi dinero

Hello Hanabiheh,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hanabiheh, if your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider to start an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Dear Hanabiheh,

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,
Kristina
Casino.Guru