1win Casino - Spelaren bestrider ett spelresultat.

I am filing a complaint against 1win casino regarding a disputed game round in the slot Amazonia Wins (provider 3 Oaks Gaming).

Player ID: 69418236

Date/Time: 29.01.2026 ~23:45 MSK

Win displayed: 119.50 USD

The casino claims the round was calculated as a loss but refuses to provide round logs from 3 Oaks Gaming.

I have attached a screenshot showing the win on the game interface and the casino’s response.

I request independent investigation and provision of technical logs from the provider.

— Attachments: screenshot and chat logs

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Hurricanek,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time of the incident along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after the incident?

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-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.

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

Best regards,

Veronika

Hello, Veronica. Here are screenshots confirming the win and the correspondence with 1win's technical support. I'm trying to prove to them that the win is visible and that it actually happened. And they're telling me that the round loss is counted as a loss. 😢

And to answer your question about whether the game was stopped immediately... No, I continued the game but took a screenshot and immediately wrote to technical support, hoping that it was a glitch or lag and that the funds would be in my account in a minute.

Добрый день Вероника . Вот подтверждающие скриншоты выйграша и переписка с техподдержкой сайта 1win . Я им доказываю что виден выйграшь и что был выйграш . А они отвечают что бы засчитан проигрыш раунда 😢

И отвечаю на ваш вопрос о том что была ли остановлена игра сразу ….Нет , я продолжил игру но сделал скриншот и написал сразу в техподдержку, в надежде что это глюк или лаг и через минуту средства будут у меня на счету . 

Thank you for providing the screenshots and explaining what happened in more detail.

I understand why this situation is frustrating. However, I’d like to clarify an important point for the investigation. While the screenshot shows a win displayed directly in the game interface, it does not confirm how the round was ultimately settled on the casino/provider server level.

For disputed game rounds, the decisive source of information is the game history and technical logs, as these logs determine whether the round was officially calculated as a win or a loss. Visual information shown in the game window can, in some cases, be affected by connection issues, desynchronization, or temporary display errors.

Can you see the outcome of this round in your gaming history?

No, I can't see the result! It simply doesn't exist. And they don't provide the information I request.

I understand you, you are also without strength in this situation... The casino deceived me. I'm sorry, of course.

Нет я не могу увидеть результат ! Его просто нет . А информацию которую я запрашиваю , они не предоставляют .

Я вас понял , вы так же без сильным в этой ситуации …. Казино обмануло меня . Мне жаль конечно

Thank you for your reply.

In this case, the round in question does not appear in your game history, which indicates that it was not registered as a win by the server. Without access to provider logs, there is no independent evidence that the round should have resulted in a payout. Based on the information available, we are therefore unable to conclude that a system error or miscalculation occurred.

For these reasons, we are unable to proceed with a refund request and must consider this complaint rejected.

We understand that this situation is frustrating, and we encourage contacting live support immediately whenever you notice discrepancies during gameplay. This allows the casino to review potential display issues in real time.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika