1win Casino - Player is unable to use bonus money.

What's up, I'm a little disappointed and sad, I've played, I've loaded my account... I have a lot of money in casino bonuses and I can't use them... I mean, it forces me to reload and reload all that bonus money without being able to use it.

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.

• Have you contacted casino support and asked for assistance?
• Have you learned how much the wagering requirement is for the bonus money currently on your account?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking for your reply.

Best regards,

Tomas

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Thank you for your patience, and stay safe.

Hi, well yes, I requested support, but the answer is that I have to play and play to complete an exaggeratedly difficult loss amount playing with real money, the amount is seven hundred thousand and a fraction, haha.

Thanks for your reply.

For us to continue the case, I would like to kindly ask you to provide supporting evidence of your claims, such as your communication with support regarding the problem.

For now, I would recommend you don't deposit further real money funds in to the casino.

My email is tomas@casino.guru

Looking forward to your reply.

How are you? I just sent the email.

Thanks for your reply

• Have you completed the bonus wagering requirements of the bonuses you activated and played?
• Have you contacted casino support and asked how much is required for you to wager? Could you please share what the support responded?

Dear Murdock21,

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.

I have contacted support and the response is unacceptable as the conditions are unreachable.

Thanks for your reply.

Kindly provide the communication you received from the casino regarding the necessary wagering so we may have sufficient context for the situation you are facing. Send the live chat transcript or screenshots to my email for review. My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Murdock21,

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