The player from Argentina was unable to withdraw funds due to issues with his verified Gmail account, which he no longer had access to. After providing the requested information multiple times, support kept asking him to wait 24 hours without resolving the issue. The Complaints Team facilitated communication with the casino, which ultimately led to the player's email being updated and the withdrawal request being acknowledged. However, due to a lack of response from the player after the update, the complaint was ultimately rejected.
1win Casino - Player’s withdrawal is delayed due to email issues.
Closed
Our verdict
Player stopped responding
Amount: $5,000,000 ARS
1win Casino
Safety Index:HighCase summary
Discussion
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1 year ago
Translation
Good evening, cordial greetings from Argentina.
Unfortunately, my problem escalated more than 30 days ago. I hope I can explain myself completely and clearly.
I have problems with the gmail change since without OTP I cannot make a withdrawal but the gmail that is already verified is no longer in my possession, for this reason I contacted support which asked me for all the corresponding information and I agreed by sending it, since then every time I contact them they require me to wait 24 hours or they ask me for the information again, in my last conversations they tell me that the new gmail that I gave to make the change was already in use in the application, so I agreed to give them another gmail and they make me wait 24 hours again. I need a solution please to be able to change the withdrawal gmail (which is already VERIFIED)
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1 year ago
Dear Fleitamiguelangel,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re facing. To help us better understand your situation, could you kindly answer a few questions:
- Has anyone from your household or someone using the same IP address also created an account with this casino?
- Could you please explain why you no longer have access to your original email address?
- How many different email addresses did you attempt to use when changing your original email address?
- Am I correct in understanding that one of the email addresses you wanted to use was already registered with this casino? Is it possible that you have registered with 1win Casino more than once?
- Have you successfully completed the full KYC verification?
Thank you in advance for your cooperation. I hope we can resolve this issue as soon as possible.
Best regards,
Veronika
Casino Guru
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1 year ago
TranslationGood morning @Veronika, I'm going to leave you all the answers.
Has anyone in your household or someone using the same IP address also created an account at this casino?
That's right, my father also created an account that's more recent than mine.
Could you explain why you no longer have access to your original email address?
Because the device on which I had that email account open was stolen in my hometown, and I don't remember the password. When I tried to recover it, Google told me not to leave assigned security answers or a cell phone number, so it's impossible for me to recover it.
How many different email addresses did you try to use when changing your original email address?
My problem when giving them a different email was the following, I created my 1win account by entering with this gmail ( ) which is the default of my Google account which I use to automatically enter to play at 1win casino, but when verifying the KYC I verified it with a different Gmail (1win recommendation since the verification code did not reach me in the login account) therefore answering your question I only used two, the one they told me I could not put because it was already in use, and then I created a specific one for them which I have already sent to them.
I understand correctly that one of the email addresses you wanted to use was already registered at this casino? Is it possible you've registered at 1win Casino more than once?
No, I fully understand that registering under my name at more than one casino is completely against the casino's terms, conditions, and policies, which I agreed to when creating my account. I only have one registered account, no others.
Have you successfully completed the full KYC verification?
It is correct, the gmail that I have verified which asks me for the OTP to be able to make my withdrawal successfully is the following ( )
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1 year ago
TranslationGood afternoon, I would like to send you a report from day 20, trying to change my Gmail account in every way possible, contacting support daily with no response. I have screenshots of ALL the conversations in which support only contradicts itself. I need urgent help. Please withdraw my funds urgently due to personal issues.
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1 year ago
TranslationGood afternoon, today marks three days since I contacted support and they always told me to wait 24 hours without giving me any solution. I contacted them via email and the only thing they told me was to use the network support. They asked me to contact my banking network to ask for proof of the last recharge and even after doing that they continue to evade the matter. I need urgent help please.
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1 year ago
Thank you for your responses. Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Alternatively, you may post screenshots here. Thank you for your patience and cooperation.
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1 year ago
TranslationGood afternoon, Veronika. I sent you the requested evidence to your email. I want to clarify that I'm not publishing it here to protect the image of "1win" and its support staff.
Yesterday, a situation occurred that increased my frustration regarding the issue in which web support asked me to speak via email, so I agreed and sent the same complaint through that means.
The answers were as follows.
I submitted to the requested verification without any problem in which they requested me
-Photo of my ID
-A selfie
-personal data
Once this verification is completed, I figure out the following.
clarifying via email that I have already done it, they inform me that I have the following steps in the new email ( ) but we received absolutely nothing.
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1 year ago
TranslationI want to clarify in the minutes that I am being cooperative at all times by sending all the requested documents, since I don't want to cause problems, just find my solution without harming anyone.
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1 year ago
TranslationI am attaching an update on my case. Apparently, after performing the verification from the link, the guys on the website (support) informed me that the email was changed correctly. However, when I go to settings, NO EMAIL APPEARS.
I checked if I could make a withdrawal, and when the verification OTP arrived to withdraw the money, I verified that the new email appeared and the OTP arrived successfully.
However, when making the withdrawal, they kept it on "hold" for more than FIVE DAYS. I have attached images.
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1 year ago
I'm glad to hear that your email address has finally been updated.
Regarding your withdrawal, we usually recommend allowing up to 14 days for processing and payout. Delays can occur due to pending KYC verification, a high volume of withdrawal requests, or an investigation into your gameplay.
If you do not receive your winnings by April 3, please let me know, and we will investigate further.
