1win Casino - Los bonos de los jugadores se retrasan y no se reciben.

This is the second time I've been in this situation where I don't receive the bonuses according to what the platform says.

The first bonus should have been 2500 USDT, but when I used up my entire balance they told me I didn't meet the requirements

And today, a 500 USD bonus where the same thing happens to me again.

I didn't get a refund, despite being a top player on the platform.

my platform id is 55739308

I exhausted the amount twice and if I met the wagering requirements

The first incident was on June 11th, when I contacted my manager. They then told me I had clicked "reject," which I didn't. The bonus amount was 2500, and at first they got my hopes up that they were going to give it to me, as shown in the attached image. Then they claimed I had rejected it. Does anyone really think a person can reject a 2500 bonus?

And the second issue is today, with a $500 bonus that didn't load at all after I played intensely today, and my account is back at $0; they're not giving me the bonus.

Es la segunda vez que me encuentro en esta situación en donde no me dan los bonos segun lo que dice la plataforma

El primer bono debía haber sido de 2500usdt, al agotar todo mi saldo me dicen que no cumplí los requisitos

y el dia de hoy un bono de 500usdt en donde nuevamente me sucede lo mismo.

No me dieron el reintegro, a pesar de ser un gran jugador de la plataforma

mi id de la plataforma es 55739308

Agote las dos veces el monto y si cumpli los requisitos de apuestas

la primera incidencia fue el 11/06 donde le mande a mi manager y despues me dicen en que le di a rechazar cosa que no hice, y el monto era de 2500 ese bono y la primera vez me ilusionan que me lo van a dar como adjunto en la imagen y despues salen que yo lo rechace, alguien de verdad piensa que una persona puede rechazar el bono de 2500???

y la segunda incidencia es el dia hoy, de 500usdt donde no carga en absoluto despues de haber jugado intensamente el dia de hoy y mi cuenta nuevamente en 0$ no me dan el bono

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify whether you manually activated the bonus or if it was granted automatically?
• Have you deposited any real-money funds in order to activate the promotion?
• Could you kindly send me a link to the bonus you are referring to?

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,

Attila

Good day, if the bonus was activated manually using real money, I'm fed up with talking to support and my manager about this last bonus and they don't give me an answer. They just tell me that when the bar fills up it will be released, but I played according to the bonus requirements and played more than the bonus said to release it, and the bar never filled up even a little. This is the second time and I'm already at Platinum Level Two.

I've attached an image of the second voucher and the email I received for the first voucher.

What I want is for you to review my betting history and you'll see that I met the requirements for both bonuses.

Buen dia, si el bono se activo de forma manual y usando dinero real, harto de hablar con soporte y mi manager en este ultimo bono y no me dan una respuesta, simplemente me dicen que cuando la barra se llene se libera pero yo jugue con los requisitos del bono y jugue mas de lo que decia el bono para que se libere y jamas se completo la barra ni un poquito. Es la segunda vez y ya siendo nivel platinum dos

Adjunto imagen del segundo bono y el mail que recibi del primer bono

Lo que quiero es que revisen mis historial de apuestas y veran que ambos bonos si cumpli los requisitos

Look at this, today I received a 100 USD refund in my account. The bonus appeared exactly as shown in the image I'm showing. After spending the 100 USD, it appears in the second image.

This 100% cashback bonus has a 5x wagering requirement; the previous bonus was 2x.

I more than fulfilled the 5x goal, plus I had deposited again.

The 2x bonus I deposited 5,000 USDT and was supposed to receive a 2,500 USDT refund with a 2x wagering requirement, so here I am. I don't know if it's a programming error or what, but they're not refunding my bonuses, and it's a scam because I play thinking I have the bonus refund, and it's never credited to me, and I never rejected it!

For the first bonus, I deposited 5k and since they didn't credit it, I deposited another 5k of USDT, and so I met the bonus requirements. The ones who didn't meet them were 1win, and even though I contacted them via chat and the manager, it seems like they're AI responding without being offensive, but it's exhausting not even being able to get someone to listen to my complaint in the casino's support, especially knowing that I'm a good player there.

observen esto, hoy me dieron el reembolso de 100usdt en mi cuenta, el bono aparecia tal cual en la inagen que muestro, luego de gastar los 100usdt me sale en la segunda imagen

Este bono de 100% de reembolso es de requisito de apuesta de 5x el anterior bono era de 2x

Los 5x los cumpli con creces ademas que habia vuelto a depositar

El de 2x había depositado 5mil usdt y era el reembolso de 2500 con requisito 2x, así que acá estoy, no sé si es un error en su programación o qué, pero no me reintegran sus bonos y es una farsa porque juego pensando que tengo el reintegro del bono y jamas se me acredita y jamas lo rechace!

El primer bono deposite 5k y como no me acreditan deposite otros 5k de usdt, y asi, los requisitos del bono los cumplo, los que no cumplen es 1win que a pesar de que mando por chat y al manager parecen IA los que me responden sin ofender, pero es agotador no poder ni siquiera en el soporte del casino que alguien escuche una queja y mas sabiendo que soy buen jugador del mismo.

And now they took away my bonus because the time ran out and gave me another one, totally deceptive, obviously I want this first bonus to be resolved.

I use a MacBook to play on my account, I don't know if that's relevant.

y ahora me sacaron el bono porque se agoto el tiempo y me dieron otro, totalmente capcioso, obviamente quiero que este primer bono se resuelva.

Uso una MacBook para jugar en mi cuenta, no se si tendrá que ver esto,

1. Recurring failure to honor deposit bonuses

First case (2,500 USDT): After depositing 5,000 USDT in real money with a 50% bonus, the bonus balance never appeared in the account. The assigned VIP Manager ("Jesus") confirmed in writing that the bonus "should have been credited," formally acknowledging the platform's failure. Subsequently, technical support falsely claimed that the user had rejected it, evading responsibility for the interface failure.

Second case (500 USDT): After a new deposit under an equivalent promotion, the system failed again: it did not register the rotation progress on the corresponding bar and the balance was never transferred to the main balance.

Gaming volume: Both wagering requirements were more than covered by real money bets on slots from macOS (Safari).

2. Formal request for self-exclusion ignored

Given the repeated lack of operational transparency and having accumulated losses exceeding 80,000 USDT on the platform, I have today submitted a formal request via email to official support demanding the definitive, immediate, and irrevocable self-exclusion of my account for Responsible Gaming reasons.

At the time of this publication, the operator has not responded or implemented the preventive account block, omitting basic player protection standards.

Points required of the mediator and the operator

Technical audit of records (Game Logs): Verification of the effective compliance of the rollover required in both bonuses before they expired or were cancelled due to system errors.

Settlement and compensation: Manual release or direct refund of the 3,000 USDT unjustifiably withheld due to admitted technical failures.

Immediate account closure: Formal execution of the self-exclusion block requested by email to ensure compliance with Responsible Gaming rules.

I didn't even get a refund after such losses, only deceptive bonuses that led to even more losses. That's why I want to be self-excluded and compensated for the bonuses that aren't redeemed and the deceptive way of entering the game, in addition to seeing a player who plays a lot and doesn't comply with international gaming standards.

1. Incumplimiento recurrente de bonificaciones de depósito

Primer caso (2.500 USDT): Tras depositar 5.000 USDT en dinero real con una promoción del 50%, el saldo bonificado nunca impactó en la cuenta. El VIP Manager asignado ("Jesús") confirmó por escrito que el bono «se debió de acreditar», reconociendo formalmente la falla de la plataforma. Posteriormente, el soporte técnico argumentó falsamente que el usuario lo había rechazado, evadiendo la responsabilidad del fallo de interfaz.

Segundo caso (500 USDT): Tras un nuevo depósito bajo una promoción equivalente, el sistema volvió a fallar: no registró el progreso de rotación en la barra correspondiente y el saldo nunca fue transferido al balance principal.

Volumen de juego: Ambos requisitos de apuesta (wager) fueron cubiertos con creces mediante apuestas con saldo real en tragamonedas (Slots) desde macOS (Safari).

2. Solicitud formal de autoexclusión ignorada

Ante la reiterada falta de transparencia operativa y tras haber acumulado pérdidas superiores a 80.000 USDT en la plataforma, he remitido el día de hoy una solicitud formal por correo electrónico al soporte oficial exigiendo la autoexclusión definitiva, inmediata e irrevocable de mi cuenta por motivos de Juego Responsable.

Al momento de esta publicación, el operador no ha respondido ni ha ejecutado el bloqueo preventivo de la cuenta, omitiendo los estándares básicos de protección al jugador.

Puntos requeridos al mediador y al operador

Auditoría técnica de registros (Game Logs): Verificación del cumplimiento efectivo del rollover exigido en ambos bonos antes de que expiraran o se cancelaran por errores de sistema.

Liquidación y compensación: Liberación manual o reintegro directo de los 3.000 USDT retenidos injustificadamente debido a los fallos técnicos admitidos.

Cierre inmediato de cuenta: Ejecución formal del bloqueo por autoexclusión solicitado por correo electrónico para garantizar el cumplimiento de las normas de Juego Responsable.

Ni un reembolso obtuve despues de semejantes perdidas, solo bonos capciosos para seguir perdiendo aun mas, es por ello que quiero que me autoexcluyan y a la vez que me compensen por sus bonos que no se dirimen y la forma capciosa de entrar al juego, ademas de ver un jugador que juega mucho y no cumplen con los estándares internacionales de juego.

Oh, and one more thing, if you look at the last screenshot I sent, it says I didn't meet the requirements for a free spin when the bonus was a USDT refund. They don't even bother to read what you write and explain!

ah, y otra cosa, si ves la captura ultimas que mande, dice que no cumpli los requisitos para free spin cuando el bono era reembolso de USDT, ni siquiera se gastan en leer lo que uno le escribe y le explica!

Please be aware that the volume of messages you have posted in this thread makes it challenging for us to navigate the issue effectively. We understand your frustration and eagerness to resolve this matter, however, when a substantial amount of information is provided that is not directly related to the core of the issue, it inadvertently slows down our resolution process. In future instances, we kindly ask that you present your responses in a concise manner and only when requested. Thank you for your understanding.

Thank you for providing the additional information.

Before we proceed, could you please clarify a few points regarding your self-exclusion request:

• Is your casino account currently still open?
• Have you been able to deposit or gamble since requesting permanent self-exclusion on August 24?
• What communication channels have you used to request a self-exclusion?

Regarding the bonus issue, you previously stated that the first 2,500 USDT bonus had a 2x wagering requirement, while your latest message states that the displayed requirement was x1. Could you please clarify which wagering requirement applied to this specific bonus?

Thank you for your cooperation.

Hi Attila, thank you for your mediation. Apologies for the volume of previous messages; I'll respond concisely to each point:

On self-exclusion:

Current account status: It remains open and with access enabled.

Deposits/Bets after request: I have not made any new deposits or bets since I submitted the self-exclusion request on August 24.

Channels used:

Formal email to support (ticket SPV-3106).

Live chat for technical support.

Direct communication with my assigned VIP Manager via Telegram/WhatsApp.

Regarding the wagering requirement for the 2,500 USDT bonus:

The official contractual requirement is x1.

The previous mention of "2x" was an initial memory lapse on my part when drafting the first message. Upon reviewing the platform screenshots attached to the thread, the official "Bonus Details" modal window and the progress bar technically and unequivocally confirm that the requirement stipulated by 1win was x1 (0 / 2500 USDT). That day, I deposited 5000 USDT when the rollover was 2500, my balance ran out, and I had to deposit again to continue playing because I never received the bonus despite my complaints.

The 500 USDT cashback bonus had a 2500 rollover, a 5x, I deposited 500 USDT and then 1600 USDT, that day I also played a lot and the same thing happened to me.

I await your instructions. Thank you very much.

Hola Attila, gracias por la mediación. Disculpas por el volumen de mensajes anterior; respondo de manera concisa a cada punto:

Sobre la autoexclusión:

Estado actual de la cuenta: Sigue abierta y con acceso habilitado.

Depósitos/Apuestas tras solicitud: No he realizado nuevos depósitos ni apuestas desde que envié la solicitud de autoexclusión el 24 de agosto.

Canales utilizados:

Correo electrónico formal a soporte (ticket SPV-3106).

Chat en vivo de soporte técnico.

Comunicación directa con mi VIP Manager asignado por Telegram/WhatsApp.

Sobre el requisito de apuesta del bono de 2.500 USDT:

El requisito oficial contractual es x1.

La mención previa de "2x" fue una confusión inicial mía de memoria al redactar el primer mensaje. Al revisar las capturas de pantalla de la plataforma adjuntadas en el hilo, la ventana modal oficial de "Detalles del bono" y la barra de progreso confirman de forma técnica e inequívoca que el requisito estipulado por 1win era x1 (0 / 2500 USDT). Este día deposite 5000 mil USDT cuando el roll over era de 2500, se me agoto el saldo y tuve que volver a depositar para seguir jugando porque jamás se me dio ese bono a pesar de que me queje.

El bono de 500 USDT de reembolso era con un rollover de 2500, un 5x, deposite 500usdt y luego 1600usdt, ese dia jugue también un monton y también me sucedió lo mismo.

Quedo a la espera de sus indicaciones. Muchas gracias.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Player,

Thank you for your patience and for providing the additional information.

Regarding the responsible gambling aspect, you confirmed that you did not deposit or gamble after requesting self-exclusion, and your account has since been blocked.

Regarding the bonuses, I understand your frustration with the way the situation was handled. However, the 3,000 USDT represents promotional bonuses subject to wagering requirements, rather than withdrawable real-money funds. Since your account is now self-excluded, we also cannot ask the casino to reactivate it or credit bonuses that would require further gambling.

For these reasons, we do not have sufficient grounds to request that the casino pay the 3,000 USDT as cash compensation, and we must reject the complaint.

I’m sorry we could not be of more help in this case.

Best regards,

Attila