1win Casino - Player’s bonus winnings have vanished.

so this site 1win gave me a first purchase bonus of 700 npr, from which i made it 9600 npr via playing games, it was in wagering time of around 6 days and all of sudden it's gone, it says bonus received. when I asked the support they said I cancelled it, like why would I?, then I asked if I can get one more chance again but they said it was impossible, like why and how?? why would i cancel the wager first of all..

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you please confirm if my understanding is correct that the bonus was already active when you reached winnings of 9600 NPR?
• Was there an expiry date associated with the bonus?

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

Best regards

Attila