1win — player complaint #59004, 2025-12-03: game fairness

I am writing to submit a formal complaint against the betting platform 1WIN, as I have experienced what I consider to be an unfair and completely unjustified issue regarding one of my bets. I placed a bet that was clearly and unquestionably a winning bet, yet 1WIN decided to mark it as “cancelled.” As soon as I noticed the issue, I contacted their support team through email, live chat, and their official Telegram channel, providing multiple pieces of evidence, including screenshots, that clearly show the bet should have been settled as a win. The bet (ID 174556477) in question was placed with a Handicap 0 (equivalent to Draw No Bet) on the away team. The match ended 2–3, meaning my selection clearly won. However, instead of being settled as a winning bet, it was refunded. Theirr support team (both in chat and telegram) stated that Handicap 0 results in a refund even my selection has won, but this is only applicable when the match ends in a draw. If the selected team wins, the bet must be settled as a win. In this case, my selection won the match, so the settlement should be updated accordingly. Instead of addressing the evidence, their responses were dismissive, unrelated, and often simply untrue. At no point did they provide a valid explanation for cancelling a bet that was evidently won. Shortly after insisting on a fair resolution, 1WIN restricted my account, preventing me from placing any further bets. Because of this limitation, I was forced to withdraw my remaining balance, as the account was essentially unusable. This restriction appears to be retaliatory simply because I requested justice for a legitimate winning bet. The amount owed to me is €115, corresponding to the cancelled winning bet. I have all screenshots, proofs, and full documentation available and can provide everything upon request. I believe their actions are unacceptable and go against the principles of transparency and fairness that any betting platform should uphold. Please let me know if you need any additional information.