The player from Brazil had been attempting to change the email on his account for approximately two weeks without success, despite multiple correspondences about it. He needed to change his email to withdraw his funds, as he had lost his old email password. The player had invested more than 20 thousand in the casino and his account had been verified. After our intervention and communication with the casino, the casino successfully changed the player's email address and he was able to withdraw his funds. The issue had been resolved to the player's satisfaction.
1win Casino - Player’s difficulty in updating account details.
Amount: 2,000 R$
1win Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
It's been almost 2 weeks since I've been trying to change the email on my account, I sent the details again yesterday and was given another 24-hour deadline, but 24 hours pass and the email still hasn't changed as per usual... Account #43076256
Automatic translation:
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6 months ago
Dear ogestelio7,
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.
- Why is there a need to update your email address?
- Were your winnings accumulated with or without an active bonus?
- Has your account been successfully verified?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Translation
1 to be able to withdraw my funds, because I lost my email password, because I changed my cell phone and I don't remember my email password
2 without bonus, I have already invested more than 20 thousand in this casino and it takes them all this time to exchange an email.
3 account verified normally, I've always used it without any problems.
Automatic translation:
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6 months ago
Thank you very much, ogestelio7, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
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6 months ago
Dear ogestelio7,
I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.
Dear 1win Casino,
Could you please state why the player is unable to change his email address in the casino account?
Thank you in advance for providing the information.
Kind regards,
Stefan
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6 months ago
Translation
Good afternoon
The email address has been successfully changed. The user has withdrawn funds.
Best regards, 1win team.
Automatic translation:
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6 months ago
Dear ogestelio7,
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.
Best regards,
Stefan
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