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Hello. I am filing a formal complaint against 1win casino because I made a deposit of 490 pesos on August 12, 2026, at 2:06 PM via SPEI transfer. To this day, the money has not appeared in my balance.

In my transaction history on the platform, the 490 peso transaction appears with the status of canceled (request ticket spp-1308911). Despite this visual evidence on their own website, technical support falsely claimed that the money was received and that I supposedly spent it playing games without realizing it.

I have provided screenshots of my transaction history showing that the only amounts credited that day were 900 and 429 pesos (which I used for gaming), while the 490 peso amount never appeared in my account. Support refuses to provide any internal proof of the alleged credit, avoids providing evidence, and systematically closes the chat rooms to prevent resolving the issue.

I demand that the casino review the actual status of transaction spp-1308911 and allocate the funds correctly or return the money to my bank account.

User ID on 1win: 373804482

Username: mekre1win

Deposit date: August 12, 2026

Amount affected: 490 pesos

SPEI tracking key: 2026081290646PLATAh2KyhcV5acYf

Hola. Presento una reclamacion formal contra el casino 1win debido a que realice un deposito por la cantidad de 490 pesos el dia 12 de agosto de 2026 a las 14:06 horas a traves de una transferencia spei. Al dia de hoy, el dinero sigue sin aparecer en mi saldo.

En mi historial de transacciones de la plataforma, el movimiento de 490 pesos aparece con el estatus de cancelado (ticket de requerimiento spp-1308911). A pesar de esta evidencia visual dentro de su propia pagina, el soporte tecnico afirmo falsamente que el dinero si fue recibido y que supuestamente me lo gaste jugando sin darme cuenta.

He demostrado con capturas del historial que los unicos montos acreditados ese dia fueron de 900 y 429 pesos (con los cuales estuve jugando), mientras que el de 490 jamas entro a mi cuenta. El soporte se niega a mostrar un comprobante interno de la supuesta acreditacion, evade las pruebas y cierra las salas de chat de forma sistematica para no resolver el problema.

Exijo que el casino revise el estatus real de la transaccion spp-1308911 y asigne los fondos correctamente o regrese el dinero a mi cuenta bancaria.

Id de usuario en 1win: 373804482

Nombre de usuario: mekre1win

Fecha del deposito: 12 de agosto de 2026

Monto afectado: 490 pesos

Clave de rastreo spei: 2026081290646PLATAh2KyhcV5acYf

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Dear MekreBaba8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has not been credited to your casino account, I recommend contacting your payment provider so they can investigate. Please note that this can be a complex process and may take approximately one month. In these cases, the casino is usually unable to act while the payment provider investigates.

I apologize that we cannot be of more assistance at this time. I will leave this complaint open for one month and would appreciate it if you could keep us updated on any progress. Thank you for your understanding.

Karla M.