1win Casino - Player's withdrawal code is not arriving.

Hi,

I have been trying to withdraw money from 1win since Friday, when I try to withdraw it is supposed to send you a withdrawal code, I have tried over 200 times and never received this code, yes I have also checked my spam folder, Unfortunately nothing there either.

I have been on to their chat customer service every day for the last 5 days.

They have informed me the problem is I use a Hotmail address and they have asked me to change my email.

I submitted all the documents and screenshots they asked for and was told it would take 24 hours.

I got onto them 24 hours later as it had not changed, only to be asked to submit all the same documents and screenshots again, this has happened everytime I get onto the chat.

I have also emailed their support team on my Gmail account who told me to contact through email. I've explained that has been no help and I am hoping they get back to me.

I will add that I emailed their support team from my Hotmail account they never got back, but did when I used my Gmail.

I have also once previously withdrawn money, had the same issue but kept trying and eventually got the code with retrying

Kind regards

Karen

Can you please help me?

Dear karmar862515,

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. Do I understand correctly that the missing code is the only obstacle standing between you and the successful withdrawal request? Have you accumulated your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Yes the only obstacle is receiving the withdrawal code to my email address, no it's not from bonuses or free spins or anything like that.

I will email you the screenshots of the chat history between myself and the customer service.

Thank you for getting back to me so quick

Thank you very much, karmar862515, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you karmar862515 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 know how we can help resolve this issue.

Thank you!

Good afternoon

On July 19, the mail was successfully changed. Further, on July 19, the user withdrew the entire balance, and after that requested self-exclusion - at the request of the player, the account was blocked.

Sincerely, 1win team.

Thank you for the update 1win Team, karmar862515 we would appreciate it if you could confirm that your withdrawal has been successful or if you require any further assistance.

Thank you in advance!

Hi

I can confirm that this is correct.

They changed my email and I was able to withdraw my money. I also requested for my account to be closed.

Thanks for your help

Dear karmar862515,

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,

Peter