1win Refund Request for Slot Malfunction

I’ve been a 1win client for nearly a year. I’ve deposited and wagered roughly $13,000 in total and, despite net losses, I’ve stayed because the UX/UI has generally been smooth (though performance has degraded recently). I’m designated a VIP and was allegedly assigned a personal site mirror. I have no history of complaints or bans. Unfortunately, this incident requires escalation. On Tuesday, Aug 12, 2025, at 7:20 AM, I deposited 3,000 EGP (≈$60) and played slots, then switched to 1win Fortune Double x2 by GameBeat. My balance was 3,180 EGP (≈$63.8). After normal play—wins and losses—I returned to 3,081 EGP (≈$61.7). I increased my stake from 0.10 to 0.15 per spin. After several spins I was at 2,520 EGP (≈$50.4). My doorbell rang; I placed my phone on the table and paused. I was away for under five minutes. When I returned, my balance had dropped to 500 EGP (≈$10). Approximately 2,020 EGP (≈$40) disappeared without any play initiated by me. Live chat support did not address the context, ended sessions prematurely, and email replies were automated and non-responsive. I’m asking for a clear, human review. The game’s information states that in the event of a malfunction, all bets and wins are void and the player is refunded the full amount of affected bets. However, this title lacks a bet history tab in its settings, making it impossible for me to verify which bets were affected or to validate any figure you might provide. This transparency gap prevents me from confirming or disputing your calculations. I request the following: 1. A full investigation of my session on 1win Fortune Double x2 for the above time window. 2. An itemized audit log of spins, timestamps, bet amounts, outcomes, and any detected errors. 3. A refund of the full amount deducted due to the malfunction (approximately 2,020 EGP), consistent with the game’s stated policy. 4. An explanation of the root cause and steps to prevent recurrence. 5. A review of the customer support handling of this case. Attached are screenshots of the game’s settings panels demonstrating the absence of a bet history tab, and an excerpt of the game’s terms noting that malfunctions void bets and require full refunds of affected wagers. Thank you for your prompt attention. I expect a transparent, timely resolution consistent with your policies and my VIP status. Sincerely, Moe K. UID: 310117***