1win VIP Bonus Issue

I am writing to express my extreme disappointment with the way my issue has been handled by 1WIN VIP Support. My 1WIN ID is 83107***. On 15 October 2026 at 8:06 PM, I received a call from the number +94 76 561 9***. The caller introduced herself as Aditi from 1WIN VIP Support and informed me that, as a VIP player, I had received a special bonus in the game Gates of Olympus 2500. However, when I checked my account after this call, no bonus or free spins had been credited. This is not the first time I have faced such a situation. On multiple previous occasions, bonuses have been promised to me but never actually credited to my account, which makes this experience even more frustrating. After noticing that the bonus was not added, I contacted support and spoke with an agent named Rohan. I shared screenshots of my call history and explained the whole situation in detail. Despite this, he repeatedly asked me to provide a screenshot of the promotion itself. It is impossible for me to provide a screenshot of a bonus that was only promised verbally over a phone call and was never visible or credited in my account. Rohan then asked me to wait 24 hours. Instead of asking me for evidence I cannot possibly provide, I expect your team to take responsibility, verify the call made from your VIP support line, and investigate the promotion that was offered to me. As a VIP player, I expected much better service and transparency. This has been one of the worst experiences I have had with 1WIN so far. I request that you verify the call, investigate this matter seriously, and provide a clear explanation along with an appropriate resolution, rather than sending me a generic response.