Cashout Disappears During Live Bets Causing Lost Winnings

I am writing to report a very serious and recurrent problem with the “cashout” system on the 1win platform. I am a registered user and my user ID is 9934****. When I place live bets and the match reaches a critical moment where the odds are clearly in my favor, the cashout button simply disappears from the screen. It does not freeze and it does not show any error message; it is just silently removed precisely when I need it most. This happened again on 2026-06-10 at around 15:10, causing me to lose an important bet in which I already had a very good profit practically guaranteed. Because I was unable to use the cashout feature, I lost approximately 105,18 in that bet. It is extremely frustrating to see how, in key moments, the system fails in a way that is always unfavorable to the user. What makes the situation even worse is the poor quality of customer service. During the incident I entered the live chat in a state of desperation and clearly explained that I had a serious problem with the cashout because I was betting live and the button had disappeared. Instead of real assistance, I received a long, generic, bot-generated message that did not address my case at all and only made me lose even more time while the match ended and my bet was lost. I had no access to a human agent capable of reviewing the problem in real time. I request that a real agent review my betting history for that day, verify the technical failure that affected my ticket, and refund the money I lost due to the instability and malfunction of the platform’s cashout system. I expect a concrete and individualized response, not another generic automated message, and I want this issue to be resolved so that the same situation does not happen again in future live bets.