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Casino: 1win

Issue: Bonus winnings confiscated without a clear rule

I deposited 5,000 KZT and received a 30% bonus (1,500 KZT).

My deposit balance was lost, after which I continued playing with the bonus balance.

During gameplay, my bonus balance decreased to approximately 300 KZT. I placed a bet using the remaining bonus funds and won 12,600 KZT.

However, the winnings were not credited. Instead, the bonus was marked as annulled.

The casino claims that the bonus was "lost" because the wagering requirements were not completed and because the entire bonus balance was used in a single bet.

However, at the time of participation, the bonus terms did NOT contain any rule that:

• prohibits using the full bonus balance in one bet (all-in),

• states that a winning bet can be considered a "loss",

• states that winnings from a successful bet are annulled if wagering is incomplete.

The casino support repeatedly states that the "bonus balance was lost", despite the fact that the actual result of the bet was a win, not a loss.

They were unable to provide any specific rule that allows treating a winning bet as a losing one or confiscating the winnings in this situation.

I believe the casino applied an unstated or retroactive rule and misinterpreted the concept of "loss" to justify confiscation.

Requested resolution:

Credit the winnings obtained from the successful bet or provide a clear reference to a specific bonus rule that explicitly allows such confiscation.

The casino failed to provide a concrete rule reference despite multiple requests.

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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.

• Could you please share a screenshot or a link to the particular bonus that was activated?
• Could you please share with me your communication with the casino regarding the confiscation of your winnings? 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

I wrote you an email and explained everything there.

Я написал вам в почту там все объяснил

Thanks for your patience.

I went over the communication you provided.

From what I observed, the casino support explained that the balance was lost completely during your gameplay.

To contradict the claims of the casino, we would need records of your game history, including the recording of your winnings.

Kindly supply any evidence that the balance wasn't lost, but instead you achieved a win. Without any evidence, it would be impossible for us to contradict the casino.

You should be able to request your betting history from the casino, detailing each bet amount, time of the bet, the bet result, etc. Request these records from the day of the incident from support if you haven't done so already, and send your game history to me for review.

Thanks in advance for your reply and cooperation.

Dear Batyrkhan,

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,
Tomas
Casino.Guru