The player from Chile had lost access to the registered email and was unable to withdraw funds because the casino processed the request to change the email but did not complete it. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries for further clarification. Consequently, the complaint was rejected due to the lack of communication from the player.
1win Casino - Player cannot withdraw funds due to email access issue.
Amount: $110,204 CLP
1win Casino
Safety Index:Above averageSafety Index
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7.3
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
I lost access to my registered email, and when I try to change it, they only process the request but don't actually change it, and I can't withdraw my money.
Automatic translation:
Public
Public
4 months ago
Dear 123holajesu,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify how you lost access to the email you registered in the casino with? Describe the issue with your email in more detail.
Have you passed the full KYC verification?
Have you contacted customer support with your request to change the email address linked to your account? What was their reply?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
