1win Casino - Player's withdrawal is delayed due to email access issues.

Hello dear team,

I'm not able to withdraw my money because without email OTP I can't make withdrawal request,

I want to submit my complaint against 1win casino,

Since 15 days I'm facing email issue,

I'm lost my smartphone so I don't have access to my registration email so want to update my new email in my 1win account,

I'm contacting to 1win live support since 15 days to change my new email address , I'm provide my all Requested information for email change process,

Still they not change my new email they give me ticket and said your email will be changed within 24 hours,

But more than 15 days complete still my new email not updated ,

Please help me,

Dear team please publish my complaint,

▪️my account is already verified,

▪️I'm continuously contact 1win live agent , but no one change my new email since 15 days,

▪️ I'm playing without bonus ,

▪️ I'm played Casino games ,

Dear Olx374,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you made any successful withdrawals from this casino before?

Could you please specify if you passed the full KYC verification?

Could you please forward me all the communication between you and the casino customer support regarding the change of your email address at veronika.f@casino.guru?

Which documents were you asked to send after you requested the email address to be changed?

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

🔹 yes I'm made many successful withdrawal,

🔹 Yes passed kyc

🔹 I'm attached screenshot here for my live support conversation.

🔹 They said my last deposit proof and 8 questions related to my account for new email change,

🔹 I'm attached my screenshot and last deposit screenshot regarding email change,

They give me ticket but no progress yet,

Please help me,

Please forward my complaint to your senior team.

When exactly did you send the proof of your last deposit to the casino?

Has there been any progress with the request to change your email address in the meantime?

I'm send same day ,

They said once email update you will receive a response,

But still no response yet ,

Kindly please help me,

Thank you very much, Olx374, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Dear Olx374, I've just reviewed your case and I’m sorry that you’re facing this challenge with the change of your email address. I will reach out to the casino and see what can be done to help you once they reply.

Dear 1win Casino, I'd like to invite you to join this conversation and assist us in resolving the player's complaint. Could you please share more information regarding the case? Specifically, clarify if you have received all the information from the player to proceed with updating their email address.

I look forward to hearing from you. If you have any supporting evidence, please send it to my email at natalia.b@casino.guru.

Kind regards,

Natalia

Good afternoon

The email address has been successfully changed.

Best regards, 1win team.

Thank you kindly please mark my complaint as resolved

Dear Olx374,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru