1win Casino - プレイヤーはボーナスマネーを使用できません。

What's up, I'm a little disappointed and sad, I've played, I've loaded my account... I have a lot of money in casino bonuses and I can't use them... I mean, it forces me to reload and reload all that bonus money without being able to use it.

Que tal estoy un poco decepcionado, y triste, e jugado, e cargado mi cuenta.. tengo bastante dinero en bono de casino y no los puedo usar… ósea me obliga a recargar y recargar y todo ese dinero de bono sin poder usarlo.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you contacted casino support and asked for assistance?
• Have you learned how much the wagering requirement is for the bonus money currently on your account?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking for your reply.

Best regards,

Tomas

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.

Hi, well yes, I requested support, but the answer is that I have to play and play to complete an exaggeratedly difficult loss amount playing with real money, the amount is seven hundred thousand and a fraction, haha.

hola, pues si solicite soporte, pero la respuesta es que que debo jugar y jugar para completar una cantidad de pérdida exageradamente difícil jugando con dinero real, la cantidad es de setecientos mil y fracción, ósea jaja

Thanks for your reply.

For us to continue the case, I would like to kindly ask you to provide supporting evidence of your claims, such as your communication with support regarding the problem.

For now, I would recommend you don't deposit further real money funds in to the casino.

My email is tomas@casino.guru

Looking forward to your reply.

How are you? I just sent the email.

Que tal acabo de enviar el correo 🤗

Thanks for your reply

• Have you completed the bonus wagering requirements of the bonuses you activated and played?
• Have you contacted casino support and asked how much is required for you to wager? Could you please share what the support responded?

Dear Murdock21,

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.

I have contacted support and the response is unacceptable as the conditions are unreachable.

e contactado al soporte y pues la respuesta es inaceptable al ser inalcanzable las condiciones de ello

Thanks for your reply.

Kindly provide the communication you received from the casino regarding the necessary wagering so we may have sufficient context for the situation you are facing. Send the live chat transcript or screenshots to my email for review. My email is tomas@casino.guru

Thanks in advance for your cooperation.

Dear Murdock21,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru