1win Casino - Hráč během hraní zažil technickou závadu.

Good day.

In the game Gates of Olympus, after the end of the bonus game, an error occurred and the funds I won were not credited to the account. I will leave the win confirmation screen at the end.

I contacted 1win support to help me, they said that they would consider it within 2 weeks, almost 3 weeks have passed and in response I hear that the application has been postponed, we will not say the terms, but it will be considered.

How can you solve the issue of calculating the amount back?

Доброго дня.

В грі Gates of Olympus, по закінченні бонусної гри, вибило помилку та кошти які я виграв не зарахувались на рахунок.Скрін підтвердження виграшу я залишу у кінці.

Я звернувся у підтримку 1win щоб мені допомогли, сказали шо протягом 2-х тижнів розглянуть, пройшло вже майже 3 тижні і у відповідь я чую що заявку перенесено, строків не скажем, її розглянуть.

Як можна вирішити питання що б нарахували суму назад?

Dear tsymbalartem1994,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history to petronela.k@casino.guru? Please advise the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino. The provided screenshot shows the amount but it is not sufficient evidence. In order to proceed we kindly ask for your game history.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

Thank you very much, tsymbalartem1994, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear tsymbalartem1994,

I am so sorry to hear your winnings were not credited I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in the resolution of this complaint.

Dear 1win Casino,

Could you please state why the player's winnings were not credited?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good afternoon

Compensation for this round in the amount of 2571 UAH was credited to your gaming account on 16.02.

Sincerely, 1win team.

Добрый день!

Компенсация за данный раунд в размере 2571 UAH была зачислена на Ваш игровой счет 16.02.

С уважением, команда 1win.

Dear tsymbalartem1994,

Could you please confirm if you have received the payment?

I am looking forward to your response.

Kind regards,

Stefan

Dear tsymbalartem1994,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.