The player from Brazil is experiencing some issues with a game. The complaint was rejected because the player didn't respond to our messages and questions.
1win Casino - Player's experiencing some issues.
Amount: 17,000 R$
1win Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
1win Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I suffer routinely with 1win that does not pay me my high value bets everything is fine when I start the bet the money leaves the game account and the place to take the bet turns yellow but every time the bet reaches a high value of my wish and I try to get my money it shows this error the game and Luckyjet the candle reached 988x and I was trying to withdraw from 600x I already have a dispute within the application itself with the amount of 2244 reais that presented the same problem my account id it's number 17***148 p***.com@gmail.com help me please
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 years ago
Dear pedro753murilocom,
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. Do I understand correctly that you are experiencing this issue with one specific game?
Do you happen to have a video recording showing this issue? Could you please forward it to me?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Translation
I have a video I have prints I have proof of everything that happened this last time my profit was 17 thousand reais when we spend hours and hours betting losing just to test and get the exact time to reach a value like that and go through this terrible embarrassment. It's the first time they've done this to someone else. I'll send the video by email, as well as screenshots of the error and conversations I've had with the attendants.
Automatic translation:
Public
Public
2 years ago
Thank you for your reply, pedro753murilocom. Could you please advise if your winnings have been recorded in your game history? Please, forward me your game history and mark all bets that you believe were credited incorrectly.
Sensitive attachment
Sensitive attachment
2 years ago
Translation
I can provide my game id but my history suddenly disappeared as if it never existed I opened two disputes in the app itself and I may be passing the tracking code here
Automatic translation:
Public
Public
2 years ago
Translation
I certainly can, but I have much better proof since the history can be manipulated by them. I have a print of the conversation with the attendant reporting that there was an error and even creating a ticket to make my refund, but it's been more than 30 days and I also have a video I made during the bet that proves their mistake in the Luckyjet game app
Automatic translation:
Public
Public
2 years ago
Please, provide the required information otherwise we will not be able to proceed with this complaint.
