1win Casino - Player's winnings have been confiscated.

Complaint Title: 1win confiscated tournament winnings of R$ 487.50 after quick bonus completionDescription:Hello,I am opening this complaint against 1win casino regarding a prize of R$ 487.50 that was wrongfully removed from my account.On August 14th, 2026, around 17:53 - 17:55, I was playing a tournament promotion from Pragmatic Play. I received 100 free spins and successfully completed the required wagering/rollover in just TWO rounds. The game history report from the provider clearly shows the total accumulated winnings of R$ 487.50, along with the precise transaction IDs and timestamps for each round.However, the funds never reached my main casino balance. When I contacted 1win support, they claimed that the bonus was "manually canceled". I did not cancel anything, and I completed the process fully and legally within a couple of minutes.It is important to note that my account is fully verified, active, and I was even able to successfully withdraw R$ 500.00 from a subsequent promotion a couple of days later. This proves my account is in good standing.I have attached the provider's official game history screenshot and I also have the screen recording video showing the entire gameplay session and the bonus completion. I request 1win to review the provider's logs and credit my R$ 487.50 winnings.Thank you for your assistance.

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Dear Thuliomac84,

Thank you very much for submitting your complaint. I am sorry to hear about the issue you have encountered regarding your tournament winnings.

To better understand the circumstances and determine what happened to the winnings after the bonus was completed, could you please clarify the following:

• Did the casino provide you with any specific reason why the bonus was manually canceled or refer to any particular bonus or promotion rule that you allegedly violated?
• Could you please clarify whether the R$487.50 appeared in your bonus balance at any point after completing the wagering requirements, or whether the winnings disappeared immediately without ever being credited?
• Could you please forward all relevant communication between you and the casino regarding the canceled bonus and confiscated winnings, as well as the screen recording of your gameplay, to my email at karla.m@casino.guru?

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.