The player from Argentina requested a change of the email address linked to his account to proceed with a withdrawal. Despite providing the necessary information multiple times, the casino continued to ask for the same details, and he did not receive the promised confirmation email. This ongoing issue diminished his trust in the casino. The complaint was resolved after the player confirmed the issue had been addressed, and the case was marked as resolved by the Complaints Team. The resolution was acknowledged without further details on the specific actions taken by the casino.
1win Casino - Player's account email change request is delayed.
Resolved
Our verdict
Case closed
Amount: $1,000,000 ARS
1win Casino
Safety Index:HighCase summary
Discussion
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear jonathan11111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.
- What specific information did you send when requesting the email change?
- Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
- Have you provided all the required documents as soon as possible and in the correct format?
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
Petra
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3 weeks ago
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1) I attached the information they requested and asked them to resend it 3 times
2) The last thing they asked me for was withdrawal data, which I sent correctly, confirmed by them.
3) Yes, I have sent all the required documents repeatedly.
The processing times for an email change and the poor management of their technical support are tedious.
Failure to meet deadlines: The casino stipulates that the email address change takes place within 1 to 24 hours. However, more than 72 hours have passed since my initial request and I still haven't received a definitive response.
Documentation submitted: I have provided all the required information, including multiple identity documents and requested evidence to validate my ownership.
Repetitive requests: Every time I contact support to check the status of my application, the agents ignore the conversation history and ask for the exact same data and documents that have already been sent and received.
This situation makes me feel very unprotected and uncomfortable, as the casino does not respect its own response times and seems to use delaying tactics instead of resolving a basic administrative matter.
Request: I demand that the email address be changed immediately, as you already have all the necessary documentation in your possession.
I've attached more screenshots below:
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3 weeks ago
TranslationDear Petra,
I fully understand that the KYC process is essential for security and that it's not an immediate procedure. However, my complaint isn't about the delay itself, but rather the lack of organization and responsibility in the handling of my case.
As a user, I entrust my money and my confidence to this site, expecting a safe and professional environment. The screenshots I've provided clearly demonstrate the casino's poor internal organization, which directly impacts my trust in the platform. I simply ask that my case be handled with the seriousness and order it deserves.
Regarding your questions:
Information sent for email change: User ID, previous email, new email, approximate registration date, details of the first deposit and old ones (from months ago), transaction receipts, ID, number linked to my account.
Documents provided: I have already sent my ID, transaction receipts, in short, all the data they requested.
Format: I have followed all instructions and submitted the files in the requested format in a timely manner.
I await your intervention to find an orderly solution to this problem at the casino.
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3 weeks ago
Translation@casinoguru I need help with my case, please. Regards
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3 weeks ago
Thank you for your reply and for providing the previous details, jonathan11111.
- Have you received any responses from customer support? If so, could you share the details of those responses?
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you again for your cooperation.
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3 weeks ago
TranslationHi Petra,
Thank you very much for your follow-up. I confirm that I have already emailed you the screenshots of the latest information you requested, with the subject line: "response to my complaint ID: 198790". The screenshots contain sensitive information that I prefer not to publish here.
I've also attached to this message what the casino has repeatedly asked me for. I've literally been trying to change the email address associated with my gaming account for over three weeks now, and I still haven't been successful.
I await any updates so we can find an orderly solution. Regards
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2 weeks ago
TranslationUpdate: They asked me again for the same information that I already sent them.
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2 weeks ago
TranslationHi Petra,
I am writing to inform you that my complaint has been successfully resolved. I want to express my deepest gratitude for your work, your follow-up on my case, and the time you dedicated to helping me with this issue.
Thank you again for all the management and support from Casino Guru.
As advice for those experiencing something similar: I suggest you only provide the exact documents the chat requests and, above all, be very patient. In my case, it took three weeks to resolve the issue.
Greetings!
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear jonathan11111,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
