1win Casino

Case summary

The player from Peru wanted to withdraw winnings from 1win but could not due to a missing email confirmation that never arrived, despite attempts to change the email address. The player was concerned about the funds in the account. The player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.

Discussion

Private

jhongutierrez

Bronze

Peru

Private

1 year ago

OriginalTranslation

Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public

Kristina

Complaint Resolution Center Team Lead

Public

1 year ago

Dear jhongutierrez,

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.

Have you made any successful withdrawals before?
Do I understand correctly that verifying your email address seems to be the only problem here?
Could you please advise if you provided any documents to verify your identity?

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

Public

Kristina

Complaint Resolution Center Team Lead

Public

1 year ago

Dear jhongutierrez,

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.

Public

Kristina

Complaint Resolution Center Team Lead

Public

1 year ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

1win Casino - Player’s withdrawal is delayed due to missing email confirmation.

Player stopped responding

Amount: 74 S/.

Case summary

Sensitive information