1win Casino - The player struggles to withdraw her balance.

Hi, I am Mousse Lassina from Côte d'Ivoire. When creating my 1win account , i used a wrong email adress. I did not even pay attention to it. It when i tried to make a withdrawal that i noticed it.

So, i used to write to the assistant service. They told me that it is possible to change the email address . I gave them the informations they asked only the receip of the mean of my first deposit and the sms received on my phone number. But the problem is that when making my first deposit, i used the Payplus, but i didn't create a Payplus account before. Help me please!

Hello Mousse,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1win Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Can you please clarify how could you deposit with the method if you did not have an account?

Looking forward to your answer.

Regards,

Nick

Dear Mousse,

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, 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.