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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