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

Hii, first of all thank you for your quick response, i'll try to respond your questions in bullet points.

1.I've attached the screenshot of the bonus that I played with and mark it with red circle.

2.So I deposited 700nrs in that site, so the condition for bonus is that i've to lose all that money(upto nrs. 80) and after that the bonus is activated, so after losing all my bets i got that 700 returned basically from which I can. play games only(no bets), I didn't though I'd win that much but at some points after hitting multiple jackpots at my peak I even reached 12000 NPR, and I kept losing and my balance was slight below 10,000 NRS(9.6k almost), so I decided to quit for that time.. out of sudden it shows i've already claimed the fund, and the customer service said it was impossible to return that money. and I'm 100% sure I didnt do anything..

3.I still had 6 more days to wager it, so it was nowhere near close.

I hope you'll find me a solution

Thank you for your response. Could you please attach a screenshot of your bonus history that displays the relevant promotion?

Thank you in advance.

Dear desperado,

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,
Attila
Casino.Guru