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Good evening, I made a 400 soles deposit on September 15, 2026, at 10:13 PM to my 1win account using their QR wallet deposit option, which is done through Yape or Plin (Peruvian digital wallets). I usually use this method, and the funds always arrive within a minute. Today, not only did the deposit not arrive, but in my payment history, the payment is shown as canceled. In the chat, they told me the funds aren't reflected on their platform, meaning my money is unavailable, even though it did leave my bank account and the payment was successfully processed by Yape. I've attached screenshots of the payment confirmation from my digital wallet, proof of the QR code, and the name of the person who made the deposit, which 1win generated. My payment history shows the deposit as canceled. I simply want my money back or to see it reflected in my 1win account.

Buena noches, hice una recarga de 400 soles el dia 15/09/26 a las 10:13 p.m. en 1win por su opción de deposito qr wallets, que se hace por Yape o Plin (billetera virtuales de Perú) lo cual siempre suelo usar este método y siempre me llega al minuto. Hoy no solo no me llegó sino que en mi historial de pagos ese pago sale cancelado y en el chat me dijeron que los fondos no se reflejan en su plataforma, es decir mi dinero esta al aire, cuando si salió de mi banco y si se hizo el pago con éxito por parte de Yape. Dejo pruebas en imagenes de la confirmacion del pago por parte de mi billetera digital, prueba del qr y a nombre de quien estaba el deposito que generó 1win y que en el historial de pagos me sale cancelado ese deposito. Solamente quiero mi dinero de vuelta o verlo reflejado en 1win.

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Hello,

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.

• Was your deposit made at 22:21 a different attempt to deposit funds?
• Did the casino proovide any recommendation on how to recover the funds?
• Have you checked your bank account for any returns?
• Could you please share with me your further communication with the casino regarding the issue? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas