1win Casino - Player is struggling to withdraw due to an issue with the verification code.

I'm not receiving the code in my Hotmail inbox required to withdraw money from 1win Argentina... I should note that I don't have any bonuses or anything of the sort. They're not responding to the emails I send them every day, the chat function on the website isn't working, and the phone number I've tried to contact on several occasions, never answers.

Dear Fabian2020,

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 to make sure I understand your situation completely.

When was the last time you tried making a withdrawal?

When was the last time you contacted customer support regarding the issue with the confirmation code? The casino might be dealing with some technical issues right now. Would it be possible to ask customer support to approve your withdrawal request manually?

Could you please confirm that you passed the KYC verification?

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

Hello Veronika, I tried to make a withdrawal yesterday and today but the same problem continues. I tried to communicate by all available means and there is no response.

Thank you so much

Thank you very much, Fabian2020, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Fabian2020 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1win Casino for their help in resolving this complaint. We would like to ask if you could help the player with the verification process and help us resolve this issue.

Thank you!

Good afternoon

The user needs to change the email address on the account. Mail must be with the @gmail domain. Fabian2020 , please contact the support chat on the website and create a request.

Best regards, 1win team.

Good day

First, because they allow you to register with @hotmail if they know that later people will not be able to withdraw their money...but they will be able to replenish it. I think they should clarify that the email must be with the domain @gmail.

Second, I try almost every day to contact the support chat on the website and it doesn't work, nor do they respond to the emails I send them.

I would like to know how I can get the problem solved.

From already thank you very much.

Dear 1win Casino Team, if the player has trouble contacting your support would it be possible to provide the new gmail address here so you could change it in the player's casino account?

Thank you in advance!

Good afternoon

Dear Fabian2020, please send the data on the list to our email: security@1win.xyz, then we will change the email in your account.

- The name specified in the profile settings;

- Mobile phone number linked to the account;

- Current balance;

- Sender details (card or wallet number);

- The amount of the last deposit made and an electronic certificate of its successful deposit;

- New email address.

Best regards, 1win team.

Good day

I have already sent the email with the requested data to security@1win.xyz.

Thank you so much .

Good afternoon

Your email has been successfully changed, the withdrawal code should be received.

Best regards, 1win team.

Thank you very much for the update 1win Casino Team.

Dear Fabian2020, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Withdrawal carried out correctly. Thanks 1win team.

Thank you very much casino GURU, Veronika, Peter... EXCELLENT

Dear Fabian2020,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not 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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter