The player from Chile had been struggling to withdraw funds from 1win Casino due to issues receiving the verification code on his iCloud email. After he had contacted the casino's customer service and received no resolution, he turned to the Complaints Team for help. The Team had discovered that the player had two accounts, which was generally prohibited by online casinos. The player explained that he had forgotten the password to his original account, which led to the creation of a new one. The casino responded by stating that the player needed to provide an email not previously used on their site. Upon providing a new email, the casino had successfully changed the player's email address, enabling the player to proceed with the withdrawal. The player had confirmed the problem was resolved, but failed to confirm receipt of the funds, leaving us with no choice but to reject the complaint.