1win Casino - Player is questioning bonus wagering requirements.

i made a deposit to the casino with a 200% bonus. when my balance drained within couple of hours and i asked them about the bonus money to be credited so i could try wagering by bonus account and they say bonus is not available until you wager it. i have 7000 in casino bonus balance and 15000 in sports balance but i can use none. i deposited 4000 inr and had to get 12000 inr including bonus they say if u wnt to use bonus balance you have to wager first. 30× wager is needed on the 8000 bonus. so how can a person wager 360000 inr with just 4000

Dear vasu0001,

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. Which exact bonus you wanted to have activated in your account? Do I understand correctly that it hasn't been redeemed right after depositing funds into your account but only when those funds were played and lost you asked for it?

If there’s any relevant communication, please forward it to petronela.k@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,

Petronela

i chose the 200% first deposit bonus just for casino games. i deposited 3999 inr with the promo code that was provided. it was stated that bonus money will be used to play only when main balance wont be left to play. and when my balance drained and i asked them to transfer my bonus balance to my main balance so that i can play and not withdraw them. they said bonus needs to be wagered before you can claim them. i told them that bonus money come with deposit amount so that it helps to wager the 25× required. but they wont reply and only reply with bot msgs that it is casinos rules

Could you please forward the exact link for the bonus that you have tried to redeem? I'd like to check its terms and conditions. Thank you very much in advance.

1BONUS2021 this is the bonus promo that they have on their official site. i have contacted customer support so many times but nothing helped

Please, I will need the exact link, not the promo code. Thank you very much.

https://1winbet.in/promo-code/ here it is the promo code

Do I understand correctly that it was spors betting bonus?

i chose the casino bonus. even if it was sports bonus i have not got anything from them as a bonus

I have checked the rules carefully, and this is what I found:

"How to use a promo code

To get the full set of welcome bonuses, you’ll need to activate a promo code when you register. Each player has only one opportunity to do so. Follow the instructions below to make no mistake:

Proceed with the registration. Go to the main page of the official website 1win India and click on "Registration";

Choose how to create an account. You can sign up for an account via email or social media;

Fill in the fields. Enter data in all empty fields in the form that opens;

Enter a promo code. Click on "Promo Code" and enter 1BONUS2021 in the field that appears;

Complete the procedure. When everything is ready, click on the "Register" button.

You will then be able to log into your account immediately and make a deposit. The bonuses will be activated as soon as the funds from the deposit are credited to your account."

Could you please confirm that you haven't used the same promo code in the past and filled in all the required fields when completing the registration? Thank you.

i have never deposited or played in this casino before. it was my first time deposit

Thank you very much, vasu0001, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of 1win Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello vasu0001,

I looked at your complaint and will do my best to help you. I would like to invite 1win Casino into this conversation. Casino, can you please specify what is the problem with the player’s bonus?

even their customer support is crap. they take hours to reply and when they reply they reply with computerized answers

We would like to ask the 1win Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint as per the Casino’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.     

Comment from the Casino:

"Hello!

On our website, a bonus of up to 500% of the amounts made for the first 4 deposits and 5,000 bonus rubles for downloading a mobile application is provided, the bonus is accrued after replenishing the balance.

Bonuses are credited to both the betting bonus account and the casino bonus account.

Bonuses can be wagered. To win back funds from the bonus account, the player needs to make ordinary bets from the main account with a coefficient of 3 or more. In case of winning such a bet, the player will be additionally credited with 5% of the bet amount on this outcome from the bonus account.

And also when making an express with 5 or more events, a percentage is charged to the net profit. Each event in the accumulator must be with a coefficient of at least 1.3.

Bonus funds from the casino bonus account are automatically transferred to the player's main account if the player lost money in the casino over the previous day. The amount of money transfer from the bonus account of the casino to the main account of the player depends on the amount of loss in the casino for the previous day.

You can win back funds from the bonus account only by performing gaming actions from the main account.

Sincerely, 1win team."

Dear vasu0001,

1win casino has explained what happened and we are waiting for your reaction. If you'll not react I'll be forced close the complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.