The player from Buenos Aires was facing issues with receiving bonuses at the casino. He claimed he had not rejected a 2500 USDT bonus, despite the platform stating otherwise, and was then experiencing the same problem with a 500 USD bonus that had not loaded after intense gaming. He felt he had met the wagering requirements but had received no refunds. We reviewed the case and, as his account was now self-excluded, we could not ask the casino to reactivate it or credit promotional bonuses as cash compensation. For this reason, the complaint was rejected because the disputed 3,000 USDT were promotional bonuses subject to wagering requirements, not withdrawable winnings.
1win Casino - Player's bonuses are delayed and not received.
Closed
Our verdict
Other
Amount: 3,000 USD₮
1win Casino
Safety Index 8.7 HighCase summary
Discussion
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1 month ago
Translation
This is the second time I've been in this situation where I don't receive the bonuses according to what the platform says.
The first bonus should have been 2500 USDT, but when I used up my entire balance they told me I didn't meet the requirements
And today, a 500 USD bonus where the same thing happens to me again.
I didn't get a refund, despite being a top player on the platform.
my platform id is 55739308
I exhausted the amount twice and if I met the wagering requirements
The first incident was on June 11th, when I contacted my manager. They then told me I had clicked "reject," which I didn't. The bonus amount was 2500, and at first they got my hopes up that they were going to give it to me, as shown in the attached image. Then they claimed I had rejected it. Does anyone really think a person can reject a 2500 bonus?
And the second issue is today, with a $500 bonus that didn't load at all after I played intensely today, and my account is back at $0; they're not giving me the bonus.
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4 weeks ago
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4 weeks ago
Hello,
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.
- Could you please clarify whether you manually activated the bonus or if it was granted automatically?
- Have you deposited any real-money funds in order to activate the promotion?
- Could you kindly send me a link to the bonus you are referring to?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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4 weeks ago
TranslationGood day, if the bonus was activated manually using real money, I'm fed up with talking to support and my manager about this last bonus and they don't give me an answer. They just tell me that when the bar fills up it will be released, but I played according to the bonus requirements and played more than the bonus said to release it, and the bar never filled up even a little. This is the second time and I'm already at Platinum Level Two.
I've attached an image of the second voucher and the email I received for the first voucher.
What I want is for you to review my betting history and you'll see that I met the requirements for both bonuses.
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3 weeks ago
TranslationLook at this, today I received a 100 USD refund in my account. The bonus appeared exactly as shown in the image I'm showing. After spending the 100 USD, it appears in the second image.
This 100% cashback bonus has a 5x wagering requirement; the previous bonus was 2x.
I more than fulfilled the 5x goal, plus I had deposited again.
The 2x bonus I deposited 5,000 USDT and was supposed to receive a 2,500 USDT refund with a 2x wagering requirement, so here I am. I don't know if it's a programming error or what, but they're not refunding my bonuses, and it's a scam because I play thinking I have the bonus refund, and it's never credited to me, and I never rejected it!
For the first bonus, I deposited 5k and since they didn't credit it, I deposited another 5k of USDT, and so I met the bonus requirements. The ones who didn't meet them were 1win, and even though I contacted them via chat and the manager, it seems like they're AI responding without being offensive, but it's exhausting not even being able to get someone to listen to my complaint in the casino's support, especially knowing that I'm a good player there.
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3 weeks ago
TranslationAnd now they took away my bonus because the time ran out and gave me another one, totally deceptive, obviously I want this first bonus to be resolved.
I use a MacBook to play on my account, I don't know if that's relevant.
but I never receive the bonuses that the website gives me.Automatic translation:
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3 weeks ago
Translation1. Recurring failure to honor deposit bonuses
First case (2,500 USDT): After depositing 5,000 USDT in real money with a 50% bonus, the bonus balance never appeared in the account. The assigned VIP Manager ("Jesus") confirmed in writing that the bonus "should have been credited," formally acknowledging the platform's failure. Subsequently, technical support falsely claimed that the user had rejected it, evading responsibility for the interface failure.
Second case (500 USDT): After a new deposit under an equivalent promotion, the system failed again: it did not register the rotation progress on the corresponding bar and the balance was never transferred to the main balance.
Gaming volume: Both wagering requirements were more than covered by real money bets on slots from macOS (Safari).
2. Formal request for self-exclusion ignored
Given the repeated lack of operational transparency and having accumulated losses exceeding 80,000 USDT on the platform, I have today submitted a formal request via email to official support demanding the definitive, immediate, and irrevocable self-exclusion of my account for Responsible Gaming reasons.
At the time of this publication, the operator has not responded or implemented the preventive account block, omitting basic player protection standards.
Points required of the mediator and the operator
Technical audit of records (Game Logs): Verification of the effective compliance of the rollover required in both bonuses before they expired or were cancelled due to system errors.
Settlement and compensation: Manual release or direct refund of the 3,000 USDT unjustifiably withheld due to admitted technical failures.
Immediate account closure: Formal execution of the self-exclusion block requested by email to ensure compliance with Responsible Gaming rules.
I didn't even get a refund after such losses, only deceptive bonuses that led to even more losses. That's why I want to be self-excluded and compensated for the bonuses that aren't redeemed and the deceptive way of entering the game, in addition to seeing a player who plays a lot and doesn't comply with international gaming standards.
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3 weeks ago
TranslationOh, and one more thing, if you look at the last screenshot I sent, it says I didn't meet the requirements for a free spin when the bonus was a USDT refund. They don't even bother to read what you write and explain!
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3 weeks ago
Please be aware that the volume of messages you have posted in this thread makes it challenging for us to navigate the issue effectively. We understand your frustration and eagerness to resolve this matter, however, when a substantial amount of information is provided that is not directly related to the core of the issue, it inadvertently slows down our resolution process. In future instances, we kindly ask that you present your responses in a concise manner and only when requested. Thank you for your understanding.
Thank you for providing the additional information.
Before we proceed, could you please clarify a few points regarding your self-exclusion request:
- Is your casino account currently still open?
- Have you been able to deposit or gamble since requesting permanent self-exclusion on August 24?
- What communication channels have you used to request a self-exclusion?
Regarding the bonus issue, you previously stated that the first 2,500 USDT bonus had a 2x wagering requirement, while your latest message states that the displayed requirement was x1. Could you please clarify which wagering requirement applied to this specific bonus?
Thank you for your cooperation.
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3 weeks ago
TranslationHi Attila, thank you for your mediation. Apologies for the volume of previous messages; I'll respond concisely to each point:
On self-exclusion:
Current account status: It remains open and with access enabled.
Deposits/Bets after request: I have not made any new deposits or bets since I submitted the self-exclusion request on August 24.
Channels used:
Formal email to support (ticket SPV-3106).
Live chat for technical support.
Direct communication with my assigned VIP Manager via Telegram/WhatsApp.
Regarding the wagering requirement for the 2,500 USDT bonus:
The official contractual requirement is x1.
The previous mention of "2x" was an initial memory lapse on my part when drafting the first message. Upon reviewing the platform screenshots attached to the thread, the official "Bonus Details" modal window and the progress bar technically and unequivocally confirm that the requirement stipulated by 1win was x1 (0 / 2500 USDT). That day, I deposited 5000 USDT when the rollover was 2500, my balance ran out, and I had to deposit again to continue playing because I never received the bonus despite my complaints.
The 500 USDT cashback bonus had a 2500 rollover, a 5x, I deposited 500 USDT and then 1600 USDT, that day I also played a lot and the same thing happened to me.
I await your instructions. Thank you very much.
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2 weeks ago
Hello,
We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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1 week ago
Dear Player,
Thank you for your patience and for providing the additional information.
Regarding the responsible gambling aspect, you confirmed that you did not deposit or gamble after requesting self-exclusion, and your account has since been blocked.
Regarding the bonuses, I understand your frustration with the way the situation was handled. However, the 3,000 USDT represents promotional bonuses subject to wagering requirements, rather than withdrawable real-money funds. Since your account is now self-excluded, we also cannot ask the casino to reactivate it or credit bonuses that would require further gambling.
For these reasons, we do not have sufficient grounds to request that the casino pay the 3,000 USDT as cash compensation, and we must reject the complaint.
I’m sorry we could not be of more help in this case.
Best regards,
Attila
