1win — player complaint #22573, 2026-01-13: game fairness

My 1win gaming account with ID 54715166 was declared as a Bitcoin win in June 2025, but despite multiple clear confirmations from 1win, the prize has still not been credited. The win occurred between midnight of June 20 and around 2:00 a.m. on June 21, 2025, while I was using 1win from Chennai, Tamil Nadu, India. After this win, I received many confirmations from 1win’s official channels. Through live chat support, several agents, including Aarya, Anisha, Marina and James, congratulated me, confirmed my win and stated that the team was working to credit the amount. My personal manager at 1win, named Diksha, also confirmed my Bitcoin win in WhatsApp chats, with her number visible in the screenshots, and told me that the win would be credited shortly but that it was only delayed because the amount was huge. I have documented all these messages as proof, including the agents’ names, IDs and my gaming ID mentioned along with the confirmations, and I have saved all of these chats as screenshots and PDF files. In email, they initially wrote that the issue would be resolved and that I should not worry, but after that they stopped responding and ignored me.. On July 23, they suddenly informed me that I had not won one Bitcoin but only 10 1win coins, without providing any proper proof or explanation for this change. However, even after this date, I still have clear written confirmations from 1win in August, on September 18 and on November 25 that again state I have won the Bitcoin, and they are now refusing to answer or explain why they are not honouring these later confirmations. They also tried to demand additional conditions that were never mentioned anywhere for this win or for my previous wins, and I find it very unfair that they now try to impose new requirements after the fact. I consider this behaviour to be cheating and extremely unfair. My expectation from 1win is simple: I want them to honour their own written confirmations and immediately credit the full Bitcoin win that they officially confirmed multiple times, without adding new or unjustified conditions. I have screenshots and screen recordings from my login into my account through to the official 1win chats clearly confirming my Bitcoin win, and if they refuse to accept these official proofs from their own system, I do not understand on what logic they can accept separate Bitcoin screenshots that they never even mentioned in the first place