1win Casino - Player’s requesting game history.

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Dear OmarAbuMadi,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1win and the challenges you've faced regarding your account.

To gain a better understanding of your situation and to assist you effectively, could you please provide answers to the following questions?

• Have you reached out to customer support after your request for game-round logs was denied? If so, what was their response?
• Can you specify how the communication with the VIP manager occurred (e.g., phone call details, content of the conversation)?
• Have there been any other instances where you felt the gameplay was inconsistent prior to your complaint?
• Would you be willing to share any documentation or evidence you have collected that relates to your case?

Your cooperation in providing these details will help us investigate and work towards a resolution. Understanding the specifics of your case is vital for us to mediate with the casino effectively.

If you have any further communication or evidence that you wish to forward, please send it to [email protected].

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

Best regards,

Kristina

Hello Kristina,

Thank you for your response and for opening my complaint.

Before I answer your questions, I would like to clarify one important point:

I am from Palestine, not Israel, as my location appears incorrectly in the complaint details. Please correct this information in my case file.

Now, regarding your questions:

1. Did I contact customer support after they refused to provide the game-round logs?

Yes, I contacted them multiple times through their official live chat and email. Every time I asked for the detailed game logs of Avia Masters, they refused without giving any explanation. They simply kept repeating that "everything is based on luck" and avoided my request completely. They did not offer any alternative solution and refused to escalate my case to higher management.

2. How did the communication with the VIP manager happen?

The communication happened through:

Email, when they sent me a promotional deposit offer on 15 October.

A direct phone call to my personal number later the same day, encouraging me to deposit a large amount.

They kept pressuring me, telling me that "this opportunity will not happen again." This had never happened before, and I found it extremely suspicious that it happened exactly when my account reached around $4900 in profits.

3. Was there any previous strange gameplay before this incident?

Before 15 October, the game always behaved normally. Sometimes I won, sometimes I lost — which is expected in gambling.

But after the promotional email and phone call, the game behavior changed dramatically and consistently in a way that is impossible to consider normal. It became extremely negative and unrealistic — over 130 consecutive rounds with outcomes far outside the usual pattern of the game. It was clearly unnatural compared to the previous weeks.

4. Am I willing to provide documents and evidence?

Yes, absolutely. I have prepared everything, including:

A full timeline of events

Email screenshots (including the promotion sent on 15 October)

Screenshots of communication with the VIP manager

Deposit history

Proof that my profits were around $4900 before 14 October

Screenshots showing the refusal to provide game logs

Screenshots of the heavy and unusual losses that happened after the promotional call

I can send everything to you immediately upon request.

Please confirm that I should send all evidence to [email protected]

, and I will send it in 2days once im free .

Thank you again for taking my case seriously. I truly appreciate your help.

Kind regards,

Omar A***

Thank you for your reply, OmarAbuMadi. First, I would like to clarify that your account country was assigned automatically based on the location from which you created your casino.guru account. Unfortunately, personally, we do not have the option to change it, but you should be able to change it in your profile.

I have received several emails from you, but before we proceed with any further investigation, could you please clarify whether you have sent me everything you intended? If there is any additional supporting evidence that you think we should examine, please send it to me so that we can gather as much information as possible about your case. Thank you very much.

Hello Kristina,

Thank you for your message.

At this moment, I confirm that I have already sent you all the evidence and documentation that I am able to provide regarding my case.

Unfortunately, 1win does not allow players to view or download the game history (game-round logs) of Avia Masters at all. If I had access to this data, I would have gladly provided you with:

My exact bet amounts

The total wager per round

The round outcomes

The pre-promotion results compared to the results after the deposit offer

These details alone would clearly show the dramatic and abnormal difference in game behavior before and after the promotional email and phone call on October 15th.

However, I was denied access to this information despite requesting it multiple times. This is exactly why I am asking for your help — because the casino is preventing me from seeing my own game history, which raises even more concern.

I also sent you the most recent update about the cashback offer change. Originally, they increased my cashback percentages immediately after I complained about the suspicious losses — clearly as an attempt to calm me down. But now, after my complaint was opened, they changed the offer again and made it much worse, which seems like a reaction to the dispute.

So at this point, what I have already sent you is the most complete and transparent evidence I can provide, given the restrictions imposed by 1win.

If you need any clarification about any detail in the evidence I sent before, I am fully available.

Thank you again for your support.

Dear OmarAbuMadi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello OmarAbuMadi,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Please provide us the game logs from the mentioned session ([email protected])

Hello!

Your case has been forwarded to our specialists, and they are currently reviewing the data related to your game session and account operations. The verification is being carried out through standard procedures, including a request for information from the game provider. As soon as an update is received regarding your inquiry, we will return with further details.

We are monitoring the situation so you can receive the final status once the review is completed.

Hello!

We have reviewed the Aviamasters game — the RTP is set on the provider’s side, and the platform has no ability to adjust it locally for individual users. Short-term results can indeed differ significantly from the theoretical RTP, as the actual outcome is generated by the RNG and reflects only the mathematical distribution over distance. It is not possible to provide the information you requested.

Dear 1win Casino Team,

Could you please send me the player’s game log to: [email protected]?

I understand that the stated RTP values shown next to games are theoretical and based on very large numbers of spins (hundreds of thousands). However, I would like to examine the actual game log to review for any irregularities. Players should have access to their game history.

Thank you for your assistance.