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Dear OmarAbuMadi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1win and the challenges you've faced regarding your account.

To gain a better understanding of your situation and to assist you effectively, could you please provide answers to the following questions?

• Have you reached out to customer support after your request for game-round logs was denied? If so, what was their response?
• Can you specify how the communication with the VIP manager occurred (e.g., phone call details, content of the conversation)?
• Have there been any other instances where you felt the gameplay was inconsistent prior to your complaint?
• Would you be willing to share any documentation or evidence you have collected that relates to your case?

Your cooperation in providing these details will help us investigate and work towards a resolution. Understanding the specifics of your case is vital for us to mediate with the casino effectively.

If you have any further communication or evidence that you wish to forward, please send it to kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your response and for opening my complaint.

Before I answer your questions, I would like to clarify one important point:

I am from Palestine, not Israel, as my location appears incorrectly in the complaint details. Please correct this information in my case file.

Now, regarding your questions:

1. Did I contact customer support after they refused to provide the game-round logs?

Yes, I contacted them multiple times through their official live chat and email. Every time I asked for the detailed game logs of Avia Masters, they refused without giving any explanation. They simply kept repeating that "everything is based on luck" and avoided my request completely. They did not offer any alternative solution and refused to escalate my case to higher management.

2. How did the communication with the VIP manager happen?

The communication happened through:

Email, when they sent me a promotional deposit offer on 15 October.

A direct phone call to my personal number later the same day, encouraging me to deposit a large amount.

They kept pressuring me, telling me that "this opportunity will not happen again." This had never happened before, and I found it extremely suspicious that it happened exactly when my account reached around $4900 in profits.

3. Was there any previous strange gameplay before this incident?

Before 15 October, the game always behaved normally. Sometimes I won, sometimes I lost — which is expected in gambling.

But after the promotional email and phone call, the game behavior changed dramatically and consistently in a way that is impossible to consider normal. It became extremely negative and unrealistic — over 130 consecutive rounds with outcomes far outside the usual pattern of the game. It was clearly unnatural compared to the previous weeks.

4. Am I willing to provide documents and evidence?

Yes, absolutely. I have prepared everything, including:

A full timeline of events

Email screenshots (including the promotion sent on 15 October)

Screenshots of communication with the VIP manager

Deposit history

Proof that my profits were around $4900 before 14 October

Screenshots showing the refusal to provide game logs

Screenshots of the heavy and unusual losses that happened after the promotional call

I can send everything to you immediately upon request.

Please confirm that I should send all evidence to kristina.s@casino.guru

, and I will send it in 2days once im free .

Thank you again for taking my case seriously. I truly appreciate your help.

Kind regards,

Omar A***

Thank you for your reply, OmarAbuMadi. First, I would like to clarify that your account country was assigned automatically based on the location from which you created your casino.guru account. Unfortunately, personally, we do not have the option to change it, but you should be able to change it in your profile.

I have received several emails from you, but before we proceed with any further investigation, could you please clarify whether you have sent me everything you intended? If there is any additional supporting evidence that you think we should examine, please send it to me so that we can gather as much information as possible about your case. Thank you very much.

Hello Kristina,

Thank you for your message.

At this moment, I confirm that I have already sent you all the evidence and documentation that I am able to provide regarding my case.

Unfortunately, 1win does not allow players to view or download the game history (game-round logs) of Avia Masters at all. If I had access to this data, I would have gladly provided you with:

My exact bet amounts

The total wager per round

The round outcomes

The pre-promotion results compared to the results after the deposit offer

These details alone would clearly show the dramatic and abnormal difference in game behavior before and after the promotional email and phone call on October 15th.

However, I was denied access to this information despite requesting it multiple times. This is exactly why I am asking for your help — because the casino is preventing me from seeing my own game history, which raises even more concern.

I also sent you the most recent update about the cashback offer change. Originally, they increased my cashback percentages immediately after I complained about the suspicious losses — clearly as an attempt to calm me down. But now, after my complaint was opened, they changed the offer again and made it much worse, which seems like a reaction to the dispute.

So at this point, what I have already sent you is the most complete and transparent evidence I can provide, given the restrictions imposed by 1win.

If you need any clarification about any detail in the evidence I sent before, I am fully available.

Thank you again for your support.

Dear OmarAbuMadi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello OmarAbuMadi,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Please provide us the game logs from the mentioned session (matej@casino.guru)

Hello!

Your case has been forwarded to our specialists, and they are currently reviewing the data related to your game session and account operations. The verification is being carried out through standard procedures, including a request for information from the game provider. As soon as an update is received regarding your inquiry, we will return with further details.

We are monitoring the situation so you can receive the final status once the review is completed.

Hello!

We have reviewed the Aviamasters game — the RTP is set on the provider’s side, and the platform has no ability to adjust it locally for individual users. Short-term results can indeed differ significantly from the theoretical RTP, as the actual outcome is generated by the RNG and reflects only the mathematical distribution over distance. It is not possible to provide the information you requested.

Dear 1win Casino Team,

Could you please send me the player’s game log to: matej@casino.guru?

I understand that the stated RTP values shown next to games are theoretical and based on very large numbers of spins (hundreds of thousands). However, I would like to examine the actual game log to review for any irregularities. Players should have access to their game history.

Thank you for your assistance.

Hello!

We have sent an email to your address. Please check your inbox, including your spam folder, and review the information provided.

Dear 1win Casino Team,

The only email I've received from you is dated December 11th, in which you stated that 1win Casino does not provide game logs. I replied to this email but haven't received a response. Could you please clarify which email you're referring to?

Hello!

Yes, this is indeed the letter in question. If there is any other information you would like us to provide, please let us know and we will do our best to assist you.

Dear OmarAbuMadi,

Based on the email from the casino, they do not provide game logs to third parties, which is strange and very rare in our experience. However, they stated that you have access to your game logs and can review your history yourself.

In this case, my suggestion is to ask the casino support to send you your game logs, ideally in Excel format. Alternatively, you can provide screenshots of the gameplay you are questioning.

Please note that the amount of data is important—the more game rounds included, the stronger the evidence will be.

Please send it to: matej@casino.guru

Thanks.

Dear Matej,

Thank you for your response and for continuing to handle this case.

I would like to clarify an important point, as the casino’s latest statement does not reflect the reality of my situation.

It is now very clear that the casino is engaging in delaying tactics and contradictory communication.

As I mentioned from the very beginning of this complaint, I have respectfully and repeatedly requested my game data from the casino for over a month — even before opening the complaint. My requests were not excessive or unreasonable. At the very minimum, I asked for basic information such as the game history showing each round and its outcome, which is normally standard and easily accessible on most platforms.

The casino explicitly refused to provide this information. They even refused to provide something as basic as the round-by-round history of the game.

To be fully transparent:

I have tried multiple times to access any form of game history directly from my account, but there is no option that shows detailed results or rounds for Avia Masters, Also i have provided all the evidences that proofs What iam saying at the beggining of the Complaint.

When I contacted support and asked about my game history, the initial response was that such data exists.

Once I replied and explained that no such data is visible in my account, the response changed to "we will check with the technical team."

After this "check," I was informed that unfortunately there is no game history available for this specific game.

This pattern has repeated multiple times.

Now, the casino is stating that I personally have access to my game logs, which directly contradicts their previous and repeated refusals to provide this data to me. This also contradicts my actual experience inside the account.

Additionally, earlier in this case, the casino informed you that they had sent "information" to your email for review. As we now see, that email contained nothing more than a refusal to provide logs — not actual evidence, not logs, and not transparency.

This shows a consistent pattern of evasion:

First, claiming logs were sent to you (when they were not),

Then refusing to provide logs directly,

And now claiming that the player has access, which is factually incorrect.

Despite all this, and because I genuinely believe that cooperation leads to resolution, I am once again willing to formally request my game logs directly from the casino via their official email, as you suggested.

However, I must also be clear and firm:

My request is simple and does not require any maneuvering or ambiguity.

Either:

The casino proves the transparency and fairness of the game by providing verifiable game data within a reasonable timeframe,

Or,

If they fail to do so, they should seriously consider resolving this case by addressing the severe damage I suffered as a result of this situation.

This case carries serious allegations, and continued avoidance only reinforces the concerns raised in the complaint.

I appreciate your time and attention, and I am ready to provide screenshots and further evidence demonstrating the lack of access to any game history from my account, i will also email them again NOW , asking for these information and will send you their replies

Kind regards,

Omar

Dear OmarAbuMadi and 1win Casino,

I apologize for the delayed response, as I was participating in a conference.

You refused to provide the game log and stated that the player could obtain it himself. The player has repeatedly asked you for the game log and has provided video evidence proving that he is unable to find this game log in his account.

I am afraid that without the game log, we are unable to move forward. I do not understand why you are unable to provide the game log when everyone else is able to do so. However, I gave your explanation a chance when you stated that the player could obtain the log himself — but, as the player has demonstrated, he cannot.

Cases related to RTP issues are usually among the easiest to resolve, and a single look into the game log can clarify the situation. By not allowing us or the player to access this log, you are not only raising concerns, but it is also unfair to the player, as he is not being allowed to view his own game history.

If the player does not receive the game log, we will be forced to close this case as unresolved and recommend that the player seek assistance from the regulator. This is not because we believe the player is correct or that there was an RTP issue, but simply because every player has the right to see their game history.

Hello!

We have forwarded this case to our specialists and requested additional details to ensure a thorough and accurate review. We kindly ask for a little more time, as this process may take some time to complete properly.

As soon as we receive feedback from our specialists or any new information becomes available, we will contact you immediately with an update. Thank you very much for your patience and understanding.

Thank you for the explanation. We will wait.

Hello!

Thank you for your understanding. As soon as the updated information arrives, we will let you know.

Hello!

We have sent you an email with information relevant to this complaint. Please review it at your convenience.

Dear OmarAbuMadi,

I have carefully reviewed your game log and did not find any irregularities. All game rounds were processed correctly. There are no signs of technical errors, malfunctions, or external interference.

I also took additional time to conduct a thorough investigation to ensure nothing was overlooked. After analyzing the betting history, outcomes, and payout calculations, I can confirm that everything appears normal and consistent with the game’s mechanics.

Please keep in mind that the game operates on a Random Number Generator (RNG), which ensures that each spin or round is completely independent and random. The Return to Player (RTP) percentage represents the theoretical long-term average payout calculated over a very large number of rounds. It does not guarantee specific results in short sessions, and individual outcomes may vary significantly due to normal variance.

Based on the available data, there is no indication of any issue affecting your gameplay. If you have any further questions, I will be happy to assist you.

Dear Matej,

Thank you sincerely for your time, effort, and professionalism throughout this case. I truly appreciate your dedication and the careful review you conducted.

I am genuinely pleased to hear that the game was operating fairly and that no irregularities were found. I would also like to extend my apologies to the casino if my concerns or questions may have implied otherwise. My intention was only to seek clarity and transparency.

I am grateful to both you and the casino for your patience and for reaching a conclusion after such a long process.

Before we fully close this chapter, I have one final question. Could you please confirm whether you reviewed the complete game logs related to my account from September 4th until November 15th? If so, would it be possible for me to receive a copy of those logs for my personal comparison and records?

Thank you again for your support and clarification.

Kind regards,

Omar AbuMadi

I also have a small request, and I won't be upset if it's refused. I know that gambling and the decision to gamble are the player's own responsibility, but I swear I only brought this up to ensure transparency, which the casino repeatedly refused to provide. It was my first gambling experience, the first time in my life I'd ever tried online gambling. I went for it because I thought I could save up for my wedding, which was supposed to be this month. And indeed, the first six weeks were very good, with consistent performance and daily or every other day winnings. Being new to this field, I thought it was perfectly reasonable for a game I loved to maintain this level of performance. Then came the promotional offer from my VIP account manager. At that point, I felt I had to deposit a larger amount than usual to take advantage of the offer, and that's when the alarming decline began. It wasn't just my money that was affected, because I was confident in the game's stability at the beginning of my journey. I even borrowed money. $6,500 from my mother, my sister, and even my fiancée vanished in a few hours, forcing me to postpone my wedding. Now, I need to pay off my debts first and foremost. My request is to the casino: can you help me, even with something small, so I can repay the people I've borrowed from? This problem has been going on for months, and now a solution has suddenly appeared from you. I hope you'll consider this a gesture of goodwill, and I'm happy to do whatever you need.

Dear OmarAbuMadi,

I would like to clarify a few points regarding your case. I have reviewed the game log from 15th October, the day you lost the accumulated funds. You reported unusual game behavior on that day; however, after reviewing the session, I can confirm that everything appears normal and consistent with the game’s mechanics.

In the previous days, you were building up your balance and had some profitable sessions. However, this cannot be considered a pattern, as the outcome of each spin is determined by RNG (Random Number Generator). During the session in question, you experienced both minor and major wins, and the game functioned as intended.

Regarding your second post, if I may, I would like to offer some personal advice. If possible, it may be best for you to stay away from gambling. You played and, like many others, you lost. The casino has no obligation to compensate you. If they were to offer anything, it would most likely be in the form of a bonus, cashback, or free spins.

You mentioned that you lost a significant amount of money, which has caused difficulties in your personal life. I understand that this is very frustrating. However, perhaps you can take this as a difficult lesson — even though it has been an expensive one.

Gambling should always be about entertainment, and you should never play with money you cannot afford to lose. The best advice I can give you is to treat every bet as already lost at the moment you place it. Think of it as paying for entertainment — similar to buying a ticket for a rollercoaster ride, with the added possibility that you might win something.

Dear Matej,

Thank you for your detailed clarification and for taking the time to review the session from October 15th. I appreciate your effort and your personal advice.

First of all, I want to say clearly that after losing my savings and money borrowed from my family, I will not approach gambling again. This experience has been more than enough.

However, I respectfully believe that in order to fully close this case from my side, it is essential to review not only the session of October 15th, but also the six weeks prior to it. During that period, my balance was built gradually through consistent and reasonably profitable daily sessions.

I would like to better understand whether such a stable and continuously profitable period over several weeks is also considered normal variance under RNG mechanics, or if there is any analytical explanation for that performance pattern before the sudden decline.

Additionally, I noticed that my previous request regarding receiving a copy of my complete game logs has not yet been addressed. As you previously stated that every player has the right to access their game history, I kindly ask again to be provided with my full personal game logs (including all relevant round IDs, timestamps, bet amounts, and balance changes).

I have detailed video recordings of my gameplay sessions, covering every round played. These recordings are long and comprehensive. In order to ensure that everything you analyzed corresponds 100% to the actual gameplay, I need time to carefully compare the logs with my recordings.

If I discover any discrepancy from my side during this comparison, I will inform you immediately and provide the relevant video evidence.

Thank you again for your time and professionalism.

Kind regards,

Omar AbuMadi

Dear 1win Casino Team,

Could you please provide OmarAbuMadi with his game log? If possible, we would appreciate receiving the full log, not only the records from this specific day.

We believe that every player has the right to access their complete game history.

Hello!

We are currently reviewing whether we can provide this information and ask for a little more time to clarify the details.

Please note that funds already used on the platform cannot be refunded. Thank you for your understanding.

Dear 1Win

I didn't say I wanted a refund. I said it out of humanitarian concern because I was enticed to deposit after gaining confidence in the performance for six weeks. I deposited everything I had, plus money that wasn't mine. So, I'm asking for any assistance because of what happened, whether it's a bonus or whatever you prefer. By the way Everything is fine with me . Please give me all the logs linked to my account so I can compare them with the videos I have. After comparing and verifying them, I'll give them to Matej for analysis. I'm talking about the period from September 4th to November 15th. Thank you.

Dear 1Win Team

Im still waiting my logs in the mentioned period , for Avia Masters Game .

Thank you.

Dear 1Win Team,

Could you please let me know the status of OmarAbuMadi’s game log? Providing players with access to their gameplay history is a fairly standard request, so I believe it shouldn’t be anything unusual to share with them.

Dear 1Win Team,

As Mr. Matej has rightly stated, there is no reason to withhold my personal gameplay data from me. I am still patiently waiting to receive my complete game logs.

While I respect the information you provided regarding the October 15 session, the core issue of this case remains unresolved — which is my request for full access to my game history.

Having access to these logs will allow me to compare them with the video recordings I have. Once everything is verified, I will gladly confirm publicly that the case is resolved.

This dispute has taken a long time, and providing my data would help bring it to a proper conclusion for both sides.

Please provide the full game history for the Avia Masters game for the mentioned period.

i will Also Upload Pictures Show The diffrence between Avia Masters Game in ur platform Where there is no Game History shown , and in other Platforms that offer this section in 1 Click , allowing players to see their Full Logs ,

Thank You for understanding

Dear Matej,

We have sent you an email containing information related to your request. Please review it at your convenience.

Dear OmarAbuMadi,

I have carefully checked the records provided by the casino, and there are no irregularities in the logs. While I am unable to share the data with you, everything appears to be in order.

I would also like to add that 1win.pro has been regularly audited by Gamecheck, and these audits have consistently confirmed that the games are genuine.

Dear Matej,

Thank you for your time and for reviewing the records provided by the casino.

However, I would like to respectfully clarify an important point. While I fully respect your technical assessment, I have not yet had the opportunity to verify my own gameplay data personally.

As you previously mentioned, every player has the right to access their complete game history. Since these records are directly related to my account, I believe it is essential for me to review them myself.

I also have full video recordings of my gameplay sessions, and my intention is simply to compare them with the logs to ensure everything matches correctly. This is the only way I can independently confirm the outcome.

Without access to my own data, I am unfortunately unable to consider the matter fully resolved from my side.

Thank you again for your support and understanding.

Kind regards.

Dear OmarAbuMadi,

In our Complaint Resolution Center, we evaluate complaints based on their monetary value or based on the Fair Play Codex. While we admit that you should have access to your game log and that this is a poor user experience, the casino treated you fairly. Therefore, we cannot penalize the casino based on the money you lost, and I am setting the value of the complaint to 0.

I would like to appeal to the casino to fix access to your game history.

Hello!

Your request is being reviewed by our specialists, and we have asked for additional details to ensure a complete check. We will update you as soon as we receive the feedback.

Thank you for your patience.

Hello!

This request is currently still under review by our specialists. We kindly ask for a little more time to ensure a thorough verification.

We will provide an update as soon as we have the results.

Hello!

This request is currently under review by our specialists, and additional details have been requested to ensure a complete and accurate verification. At this stage, we are still waiting to gather the full picture to proceed further.

We kindly ask for a bit more time while the review is being finalized. As soon as there is an update or the verification is completed, we will inform you right away.

I would like to kindly remind you that we have already been waiting for a month for the game history, which should ideally be available in each player’s account. I understand that in this case it may be more complicated, as the game provider is no longer available; however, one month is still quite a long time, and we cannot prolong the timeline indefinitely.

Hello!

We’d like to let you know that full access to betting history in Avia Masters has been enabled. You can now review your round logs on your own to analyze the details of your sessions. If you need additional help finding this data or have questions about other games, our support team is ready to provide all the necessary instructions.

iam not seeing any of my old Betting history .. i went in my avia masters bet history and i found nothing , so i guess its For future betting ? ok thanks for that But where is my Bet history that we are being 6months asking about them ? 04/september/2025 ---- 15/december/2025 This period .

Matej im so so sorry for your time but im not the one who is wasting Time here .

Dear 1Win Team,

Could you please provide the game log for OmarAbuMadi covering the period from 4 September 2025 to 15 December 2025? Ideally, I would appreciate it if you could send me a copy as well.

Thank you.