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.

Oh, sure I can. I’ll have to see if I can get the customer service chat history, but if there’s a way to retrieve the conversation I had between customer service and the client, I’ll definitely forward it—especially since the bonus didn’t go directly to my account, the rollover didn’t apply, and a message appeared saying I’d successfully completed the process I saw that it didn’t go to my gaming account, so I went straight to customer service, and they started asking some questions—you know, and I realized they were kind of stalling because they have the records too, and I didn’t know where to find the betting history, but I had the screenshot showing I’d won and the video—which I managed to pull up—and even with that, they said that Bruno had been "withdrawn"—not withdrawn to any account, but manually canceled. I understood that they meant I had canceled the bonus myself, but I was playing to win. In fact, this bonus I won—the free spins—isn’t really "free"; it’s money I invest in the "City Builder" game on 1win. And as I keep redeeming "Luck" tickets, I keep winning spins, and there are other prizes too—but it’s not something that’s free; it’s an investment I make in the game, and it has a return.

I sent the reply, but I didn't understand why it wasn't posted. Also, when I resubmitted the video, I noticed a change: on the first day, as soon as I finished the round, the "bonus completed" notification appeared, and behind that notification, you could see the number 647. When I clicked "continue," that number disappeared, and in the repeat, the actual amount of the bet doesn’t show up—only 487 appears. And just a little while ago, when I checked again, I couldn’t record it anymore and was disconnected from the game; I had to log in again. Will this complaint result in some kind of retaliation from the platform?

Dear Thuliomac84,

Thank you very much for providing the additional information.

To properly review what happened with the bonus and the resulting winnings, could you please provide all available supporting documentation related to this issue, particularly:

• Screenshots showing the bonus/promotion and its conditions or wagering requirements.
• Your game/betting history showing the relevant gameplay and the R$487.50 winnings.
• Any screenshot showing that the bonus was successfully completed.
• The screen recording you mentioned showing the completion of the bonus and the resulting winnings.
• All available communication with the casino regarding this issue, particularly where you were informed that the bonus had been manually canceled.

You may attach the evidence directly here in the complaint thread or send it to me at karla.m@casino.guru.

Additionally, could you please clarify why the disputed amount of the complaint is R$652, while the winnings you are currently disputing amount to R$487.50?

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

Karla M.

Hi, good evening. Regarding the highest amount, that was what I won on that play. As per the bonus rules, the maximum amount that could be won and withdrawn was the lower of the two. I win this bonus frequently through collecting Lucky tickets. I sent it to the eemail address you gave me, but it seems that one is no longer valid. I’ll organize everything here and send it to you. There’s some information that’s probably no longer in their system, but I’ll look for it and send it to that email address again—including some additional conversations.

Sent

5,387 in the last 4 blocks. When I log back into the same game, the information is still there, and now my tournament ID appears, so the bonus wasn't removed

Dear Thuliomac84,

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, Martin L., (martin.l@casino.guru). 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,

Karla Mayfly

Hello Thuliomac84,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 1win Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why weren't the player's winnings credited to his balance?

Thank you in advance for providing us with your view of the issue.

I want to thank you for your attention and dedication on behalf of everyone—I know it’s not easy to deal with this all the time. Thank you very much

For your excellent service....

Hello!

Our specialists are currently reviewing the information regarding your account and clarifying the details related to your bonus. We are checking the available information to get a complete understanding of the situation.

We will get back to you with an update as soon as we have the full picture.

Thank you for offering to review my account information. In fact, I withdrew a bonus just yesterday, so I don't think you'll have any trouble reviewing it since the account is active. I really appreciate your help in advance.

Dear Thuliomac84,

thank you for your continued cooperation.

Dear casino representative,

thank you for your response, we will be awaiting the results of your review.

Hello!

Thank you for your patience. We have received information that you opted out of the bonus. Unfortunately, in this case, we are unable to assist you further.

If you have any additional questions or need assistance with anything else, please feel free to reach out.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Thuliomac84,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin