1win Casino - Player would like to change her registered data.

I registered today on 12/30 and deposited 30 reais and won a game worth 149.19

Now I'm trying to get it and it asks for an email and phone number and it doesn't match what's in the register, which I don't understand how an email and phone number from Russia ended up there, I tried contacting support which didn't solve it saying that it was the data I put in and saved and there's no way

Dear pavanidaniela1,

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 if your winnings were accumulated with or without an active bonus? Have you registered your account with both your phone number and email address? Have you received any registration email?

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

yes, my earnings are ok, it's not a bonus, it's already computed and is about to be withdrawn, the problem is in the registration data that doesn't match the one I registered, it's an email and a phone number from Russia, and when I put mine data I can not withdraw because it is not correct with theirs

after sending all the documents they asked me for, this today, they said they sent a request to change the email, to wait between 1 and 24 hours, so let's wait

Hello pavanidaniela1,

Have there been any developments since our last conversation, please? 

I do apologize but I still don't understand if your winnings were accumulated with or without an active bonus.

Dear pavanidaniela1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.