1Red Casino - Pelaajan voittoja on rajoitettu.

I am writing to report an issue with a payout from the Air Crash game on my account.

On [12july 2025, 21:53pm ], I cashed out a total of $3,300 using real money (no bonuses were active). However, only $1,300 was credited to my account. The game screen clearly showed the full cashout amount of $3,300, but my account balance reflects only $1,300.

I was not informed of any maximum cashout limit during the game, and I could not find any such limitation in your terms and conditions prior to playing. Also the screen clearly said that i won around 3300$ when i cashed out so there was a bug from your end and i should be compensated for it.

Please review the game round with the following details:

Date and time: [12july 2025, 21:53pm]

Bet amount: [62$]

Cashout multiplier: [50 - 52x ]

Game round ID (if available): [insert round ID]

I kindly request a full investigation into this discrepancy and correction of my balance if this was an error.

I have attached screenshots of the cashout screen.

Thank you for your prompt attention to this matter. I look forward to your response.

Best regards,

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Could you please clarify a few details so we can better understand the situation?

• Have you checked the game settings before placing your bets? According to the information provided directly in the game, the maximum win limit is set by the operator and can usually be found under "Settings → Limits." Please send me a screenshot of these limits from your game.
• Have you contacted the casino’s customer support after noticing that your winnings were lower than expected? If so, what was their response?
• Have you experienced any similar issues with this game in the past?

I hope we will be able to assist you in resolving this matter as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello so basically there is a 1250 limit of wins which they told me after I complained to customer service but like I said on my screen the money kept going up on the game air crash online so i could of lost all the money but I decide to keep going because the counter was going up until 3300 and I’ve filed a complaint but they have yet to give me an answer it’s been 6days

Please forward me the communication between you and the casino regarding the cap on the maximum possible winnings at veronika.f@casino.guru.

Also, please send me a screenshot of the information you see directly in the game when you click on "Settings → Limits."

Dear zakrks,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.