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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that you currently don't have any remaining balance in your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your response. Here are the answers to your questions to clarify the situation:

* Regarding the balance and bonus: There was no active bonus on my account when these winnings were accumulated. My account was blocked, and after it was unblocked, the entire amount had been removed and deleted.

* Regarding the games: I was focused on slots.

* Regarding the support: The 1win team provided two different reasons for this issue, but neither of them was justified or based on any solid proof.

I hope this helps you move forward with the investigation. Looking forward to your help.

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

Dear Xeyal_yasar1,

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,

Kristina

We’ve reopened this complaint at the request of Xeyal_yasar1. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Could you please provide any updates since your last message?

Hello Kristina,

Thank you for reopening my complaint and for continuing to assist me.

Unfortunately, the situation has still not been resolved. My 1win account was blocked and later unblocked, but approximately 5,300 AZN in my balance/winnings was not returned. 1win has not provided me with clear evidence explaining where these funds went. They only referred to a "provider/software error."

I kindly ask you to continue investigating this matter and request from 1win clear evidence and a detailed explanation for the missing funds.

The issue remains unresolved, and I would appreciate your help in reaching a fair resolution.

Best regards, Heyal_yasar1

Hello Kristina,

Thank you for reopening my complaint and continuing to assist me.

Unfortunately, the issue is still not resolved. 1win told me that there was a system error and that my winnings were cancelled because the winnings were allegedly not actually accepted by the system. However, I have not been provided with any technical evidence, provider report, game history, or other clear proof confirming this explanation.

My account was later unblocked, but the missing funds, approximately 5,300 AZN, were not returned to me.

I kindly ask you to request clear evidence from 1win regarding the alleged system error and the cancellation of my winnings.

If 1win is unable or unwilling to return the full amount, I kindly ask that at least a portion of the missing funds be paid to me as compensation. I would sincerely appreciate any fair partial compensation, as my main concern is that this case does not remain unresolved.

Thank you for your help and for giving this case another chance to reach a fair resolution.

Best regards,

Heyal_yasar1

Thank you very much for your reply, Xeyal_yasar1. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina,

I have sent all the relevant correspondence between me and 1win to the Gmail address you provided.

Please pay close attention to the correspondence, because you will see that 1win has given different explanations at different stages. First, they referred to a problem with the payment system. Later, they claimed that it was a provider error, and afterwards they referred to a technical issue.

These explanations have changed over time, but I still have not been provided with clear technical evidence proving the actual reason for the missing funds or the cancellation of my winnings.

I kindly ask you to review the entire correspondence carefully and take these inconsistencies into consideration when investigating my complaint.

If the full amount cannot be returned, I would still appreciate it if at least a reasonable portion of the missing funds could be paid to me as compensation.

Thank you for your help.

I would also like to point out another important detail in the correspondence. At one point, 1win told me that the funds had already been paid from their side and asked me to provide a bank statement to verify this. I was ready to provide the statement, but afterwards they again changed their explanation and referred to a technical error.

Overall, 1win has given me around five different explanations at different stages regarding the same missing funds. First they mentioned a payment-system issue, then a provider error, then a technical issue, and at another point they claimed that the payment had already been made from their side.

Please carefully review the full correspondence I sent to the Gmail address you provided. I believe these repeated and contradictory explanations are important for assessing my complaint.

I still have not received the missing funds. If the full amount cannot be returned, I kindly ask that at least a reasonable portion of the missing funds be paid to me as compensation.

Thank you for your attention and help.

Xeyal_yasar1, I wanted to follow up regarding the emails, as I have not yet received any correspondence from you. Additionally, I would like to clarify that I have not provided a Gmail address. If you could kindly refer to my previous message, you will find my only correct address provided there. It would be greatly appreciated if you could forward all relevant information to me so that we can proceed with this complaint with as much information as possible. Thank you for your understanding and cooperation.

Hello Kristina. Thank you for the information. I have understood your message. I will send all the necessary information and documents to the correct email address you provided in your previous message. Please let me know after receiving the email and continue investigating my complaint. Thank you.

Salam Kristina. Məlumat üçün təşəkkür edirəm. Mesajınızı başa düşdüm. Əvvəlki mesajınızda göstərdiyiniz düzgün e-poçt ünvanına bütün lazımi məlumatları və sənədləri göndərəcəyəm. Xahiş edirəm, e-poçtu aldıqdan sonra mənə məlumat verin və şikayətimin araşdırılmasını davam etdirin. Təşəkkür edirəm.

Dear Xeyal_yasar1,

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, Michal (michal.k@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,

Kristina

Hello Kristina,

First of all, I would like to sincerely thank you for reopening my complaint and for the time and effort you have already spent on my case. I truly appreciate your help and the attention you have given to my situation.

I understand that my complaint has now been transferred to Michal for the next stage of the process. However, since you have already reviewed my case and the information I provided, I would really appreciate hearing your honest opinion about the situation.

After seeing the different explanations provided by 1win — payment system error, provider error, technical error, and later the claim that the winnings were not properly accepted by the system — I am still unable to understand what actually happened to my funds.

In your personal opinion, based on the evidence and correspondence you have reviewed, how do you see my case and what do you think the most likely outcome could be?

My main concern is the missing funds. I sincerely hope that 1win can be held accountable and that a fair solution can finally be reached. If recovering the full amount is not possible, I would still be very grateful if at least a reasonable portion of the missing funds could be returned to me as compensation.

I have already provided the correspondence and screenshots requested by Casino.Guru, and I am ready to provide anything else that may help resolve this matter.

Thank you again, Kristina, for your patience, assistance, and for giving my case another chance to be properly reviewed. I truly appreciate your efforts and would be very grateful to hear your honest thoughts about how you believe this case may end.

Kind regards,

Xeyal_yasar1

Hello Xeyal_yasar1,

I'm Michal, and I have taken over your complaint. I have reviewed the information provided so far and understand your questions and concerns. However, without obtaining further details from the casino, I am currently unable to form an informed opinion on the matter.

I will contact the casino to gain further insight into the situation and explore how I may be able to assist.

I would now like to invite the 1win Casino team to join the conversation.

Dear 1win Casino Team,

Please provide any evidence demonstrating the alleged technical glitch or system error that may have enabled the player to obtain winnings to which they were not legitimately entitled.

In addition, please clarify why the player was given different explanations at various stages regarding the disappearance or confiscation of the same funds, and confirm the precise grounds on which the funds were ultimately removed.

You may send all relevant information and supporting evidence directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.

Hello!

Our specialists are currently reviewing the information related to your account. We are carefully checking the details 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 and can provide you with clear information.

Hello! Dear 1win Casino team

I ask you to consider my situation fairly and make an objective decision. I've deposited over 2,000 AZN into my account, but I've won virtually nothing before. When I finally received my winnings, I expected to be able to use my funds, but they were ultimately deducted from my balance.

I ask you to carefully review my situation and, if a full recovery of the lost funds is not possible, I ask that you at least return part of the lost amount to me as a fair solution.

I hope for your understanding and objective consideration of my request. I would be grateful for a positive decision.

Thank you in advance for your understanding and fair decision.

Sincerely,

Yasar

Здравствуйте!Уважаемая команда 1win Casino

Я прошу вас справедливо рассмотреть мою ситуацию и принять объективное решение. За всё время я пополнил свой аккаунт более чем на 2000 AZN, однако до этого практически ничего не выигрывал. Когда мне наконец удалось получить выигрыш, я рассчитывал, что смогу воспользоваться своими средствами, но в итоге они были списаны с моего баланса.

Прошу вас внимательно пересмотреть мою ситуацию и, если полное восстановление утраченных средств невозможно, прошу хотя бы вернуть мне часть потерянной суммы в качестве справедливого решения.

Я надеюсь на ваше понимание и объективное рассмотрение моего обращения. Буду благодарен за положительное решение.

Заранее благодарю вас за понимание и справедливое решение.

С уважением,

Ясар

Hello. Thank you for your reply. I am awaiting a concrete investigation. Please provide a full justification for the debit and proof that the amount was credited to my account in error. Please also keep this complaint open until I receive a final response. I insist on a resolution and a refund of at least 1/3 of the lost funds.

Здравствуйте. Спасибо за ответ. Я ожидаю конкретного результата проверки. Прошу предоставить полное обоснование списания средств и доказательства того, что сумма была зачислена на мой баланс ошибочно. Также прошу не закрывать жалобу до получения мной окончательного ответа. Я настаиваю на решении вопроса и возврате хотя бы 1/3 утраченных средств в качестве компенсации.

Dear 1win Casino Team,

Thank you for your email. I have responded back with some additional enquiries and I look forward to your reply.

Dear Xeyal_yasar1,

I have received evidence that largely supports the actions taken by the casino. I would like to note that there was indeed a significant incident involving games from Amatic Industries not long ago.

In April 2026, Amatic Industries’ servers were reportedly compromised, resulting in certain games producing substantially higher winnings and winning outcomes more frequently than intended. The affected titles reportedly included Book of Aztec, Lucky Joker 10, Lucky Joker 20, and several others. This issue affected players across a number of casinos offering Amatic games.

You should still be able to find multiple articles online about this incident if you wish to Google it.

Could you please confirm which games you played during the relevant period and which of those games your winnings originated from?

Hello, Michal.

I played Book of Aztec (Amatic). It was in this game that I received winnings that were subsequently deducted from my balance.

Please take this into account when reviewing my case and check my gaming and transaction history to confirm the information.

I also kindly ask you to help me recover at least some of the lost funds. I understand that this may be due to a technical error, but this is a significant amount for me. If a full recovery is not possible, I ask for your help in achieving a fair and just return of at least part of the lost amount.

Thank you very much in advance for your help, attention and objective consideration of my case.

Здравствуйте, Michal.

Я играл в Book of Aztec (Amatic). Именно в этой игре были получены выигрыши, которые впоследствии были списаны с моего баланса.

Прошу вас учесть это при рассмотрении моего дела и проверить историю моих игр и транзакций, чтобы подтвердить информацию.

Я также очень прошу вас помочь мне вернуть хотя бы какую-то часть потерянных средств. Я понимаю, что ситуация может быть связана с технической ошибкой, однако для меня это большая сумма. Если полное восстановление средств невозможно, я прошу вас помочь добиться возврата хотя бы части потерянной суммы как справедливого решения.

Заранее большое спасибо за вашу помощь, внимание и объективное рассмотрение моего дела.

Dear Xeyal_yasar1,

Thank you for confirming that the disputed winnings were achieved in Amatic game.

From a human perspective, I fully understand why you are asking the casino to consider some form of compensation. You may have participated in the affected games without realising that a technical issue was present, and I appreciate that losing the resulting winnings may understandably feel unfair and disappointing.

Nevertheless, our assessment must be based on whether the winnings were generated through valid game outcomes and whether the casino had legitimate grounds to void them. In light of the circumstances and evidence described above, the casino have sufficiently established that the disputed winnings resulted from gameplay affected by the technical incident and were therefore not eligible for payment.

For this reason, there is sadly no valid basis on which your or we could require the casino to compensate you. This remains the case regardless of how unfortunate or unfair the outcome may feel from your perspective.

I will, of course, leave it to the casino to consider whether it wishes to provide any goodwill payment. However, such a gesture would be entirely voluntary, and the casino is under no obligation to offer compensation.

I believe it is important to be transparent with you about our assessment and what can reasonably be expected from the complaint process.

Dear 1win Casino Team,

I appreciate your position and understand the circumstances surrounding the case. At the same time, I can also understand how disappointing this experience has been for the player.

With this in mind, would you perhaps be open to considering offering the player a goodwill gesture? I believe it would be appreciated and could help bring this unfortunate matter to a more amicable conclusion.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello

Thank you, Michal. I appreciate you for

Thank you for your assistance and for continuing to pursue my complaint. I hope 1win will finally provide a concrete solution. I remain open to a peaceful resolution and ask the casino to consider returning at least part of the disputed amount as compensation. The most important thing for me is that the issue not remain unresolved.

Здравствуйте

Спасибо, Michal. Я благодарен вам за

помощь и за то, что вы продолжаете заниматься моей жалобой. Я надеюсь, что 1win наконец предоставит конкретное решение. Я по-прежнему готов к мирному урегулированию и прошу казино рассмотреть возможность вернуть хотя бы часть спорной суммы в качестве компенсации. Главное для меня — чтобы вопрос не остался нерешённым.

Hello,

Thank you for your understanding and patience. Unfortunately, we are unable to issue a refund for the disputed amount, even in part.

We understand that this is not the response you were hoping for, and we regret that the matter cannot be resolved otherwise.

Dear Michal,

I categorically disagree with the casino completely refusing even partial compensation.

I understand that you have identified a technical incident in the Amatic game. However, I was not notified of any problem and played in good faith, having no way of knowing about the technical error. I did not commit any fraud, violate any casino rules, or use any prohibited methods.

Despite this, the casino voided my winnings and completely debited my balance. Now 1win refuses to even consider a partial refund, even though you yourself previously offered the casino a gesture of goodwill.

I find this response unfair and disappointing. I understand Casino Guru's position regarding the technical error, but I ask you to also consider the human side of the situation: I suffered a significant financial loss through no fault of my own and had no way of knowing about the server issue in advance.

Please do not consider this matter finally resolved simply based on the casino's refusal. I urge you to contact 1win again and urge them to reconsider their decision and offer at least partial compensation as a fair and honest solution.

I'm not demanding the impossible and am prepared to compromise. However, I consider a complete refusal without any compensation to be unfair.

I ask Casino Guru to take my position into account, assist in negotiations, and not close the case until the casino receives its final position on the issue of voluntary compensation.

Thank you in advance for your objective consideration.

Уважаемый Michal,

Я категорически не согласен с тем, что казино полностью отказывается даже от частичной компенсации.

Я понимаю, что вы установили факт технического инцидента в игре Amatic. Однако я не был уведомлён о какой-либо проблеме и играл добросовестно, не имея возможности знать о технической ошибке. Я не совершал мошенничества, не нарушал правила казино и не использовал никаких запрещённых методов.

Несмотря на это, казино аннулировало мой выигрыш и полностью списало средства с моего баланса. Теперь 1win отказывается даже рассмотреть возможность частичного возврата, хотя вы сами ранее предложили казино сделать жест доброй воли.

Считаю такой ответ несправедливым и разочаровывающим. Я понимаю позицию Casino Guru относительно технической ошибки, но прошу вас также учесть человеческую сторону ситуации: я понёс значительную финансовую потерю не по своей вине и не имел возможности заранее знать о проблеме с сервером.

Прошу вас не считать данный вопрос окончательно урегулированным только на основании отказа казино. Прошу ещё раз обратиться к 1win и настоятельно попросить их пересмотреть решение и предложить хотя бы частичную компенсацию в качестве справедливого и добросовестного решения.

Я не требую невозможного и готов к разумному компромиссу. Но полный отказ без какой-либо компенсации считаю несправедливым.

Прошу Casino Guru учесть мою позицию, оказать содействие в переговорах и не закрывать дело до получения окончательной позиции казино по вопросу добровольной компенсации.

Заранее благодарю за объективное рассмотрение.

Dear Xeyal_yasar1,

After carefully reviewing the information and evidence provided by the casino, I regretfully must close this complaint as rejected.

I understand how disappointing this outcome might feel, particularly because you may have played without knowing that the game was affected by a technical incident. Nothing in the available evidence suggests that you caused the problem or deliberately attempted to exploit it, and I appreciate that the displayed balance may have appeared entirely genuine to you at the time.

Nevertheless, the evidence confirms, and you as well have confirmed, that the disputed winnings originated from Book of Aztec during the documented Amatic incident. The casino also provided an account-level reconciliation indicating that the adjustment returned your balance to approximately the position it had been in before the incident.

Although you may have acted in good faith, winnings generated through invalid game outcomes cannot be treated as legitimate winnings. Provisions allowing casinos to void bets and winnings affected by technical errors are standard across the online casino industry. Their purpose is to restore the parties to the position they would have been in had the malfunction not occurred, rather than to recognise results that were not produced by the game’s intended mechanics.

In view of the circumstances and the understandable disappointment this situation has caused you, I asked the casino whether it would be willing to offer a goodwill payment to help bring the matter to a more amicable conclusion. While such a gesture would certainly have been welcome, the casino ultimately decided not to consider the offer. As a goodwill payment is entirely discretionary and the balance adjustment was sufficiently supported by the available evidence, I am unfortunately not in a position to require the casino to provide any compensation.

I am sorry that I could not provide the outcome you had hoped for, but this marks the end of our ability to provide any assistance. I thank both parties for their cooperation throughout the process.

Should you encounter issues with this or any other casino in the future feel free to reach out to us. We will be happy to assist in the scope of our role as an independent dispute mediator.

Kind regards,

Michal

Casino Guru