The player from Argentina had requested to change his email on the casino account, but the process was delayed by over 96 hours. The player needed to update his email to receive a confirmation code for withdrawal, but the casino's response had been delayed. He had not used a bonus during his play. However, the issue was eventually resolved by the casino, after which the complaint was closed as 'resolved'.
1win Casino - Player is facing delay in account update.
Amount: $203,288 ARS
1win Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I've been experiencing a delay of over 96 hours with my email change request
Automatic translation:
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1 year ago
Dear tjm19922020,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise why you need to update your registered email address?
- Was your account successfully verified already and were your winnings accumulated with or without an active bonus?
If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 year ago
Translation
To withdraw from my account, they ask for confirmation via email through a code, which is tomas_9275@hotmail.com , which I used to verify my account.
That email worked for 3 days, then, seeing that I did not receive the code at the time of withdrawal, I contacted the casino, which asked me to manage an email change because emails with a hotmail domain do not work.
I gave them a lot of information and they told me that it would be ready in 24 hours. More than 96 hours have passed. I have contacted the casino and they tell me to wait.
Do not use bonus.
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1 year ago
Translation
They already resolved it. Thank you so much
Automatic translation:
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tjm19922020, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
