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I've been unable to change my email for almost a week.

I entered my email wrong and I am not able to make the new exchange

Estou a quase uma semana sem conseguir trocar meu e-mail.

Digitei meu e-mail errado e não estou conseguindo fazer a nova troca

Dear Thiago1984,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1win Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Was there any gambling activity made on the account? Are you able to access your account? Do I understand correctly you are not able to verify your email address? Did you contact the casino and ask for assistance? What did they reply?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, yes I can normally access my account. But I need access to my new email to be able to withdraw my funds from my account. I contacted the casino, but there is a delay in changing my email. They cannot give me correct feedback about what is happening for the delay in the exchange.

Olá, sim consigo acessar normalmente minha conta. Porém preciso ter acesso ao meu novo e-mail para conseguir retirar meus fundos da minha conta. Entrei em contato com o cassino,porém esta havendo uma demora para a realização da troca de meu e-mail. Nao conseguem me dar um feedback correto sobre o que esta acontecendo para a demora da troca.

Thiago1984,

When exactly did you request your email to be changed? Did the casino respond positively to your request? Will they be able to adjust your email to the correct one?

Please share with us what the casino replied to you in their communication with you. Post it here or alternatively forward the communication to my email at tomas@casino.guru

It's been about 10 days now. They always inform me that my account is having technical problems. They say they will adjust my email exchange. But they don't give me positive feedback.

Ja fazem uns 10 dias. Sempre me informam que minha conta está com problemas tecnicos. Dizem que vao ajustar minha troca de e-mail. Mas nao me dão um feedback positivo.

Thiago1984,

Could you please forward the communication between you and the casino to my email?

Please understand, that without said information we won't be able to ask the casino for assistance in your case. I'll look forward to your reply.

My email address is tomas@casino.guru

It's been 14 days and I still haven't received a response.

Já se passaram 14 dias e nao tive nenhuma resposta até hoje

I sent the email to you

Enviei o e-mail para o senhor

Please sir Tomas, I don't know what to do anymore, they are acting in bad faith with me saying that they already changed my email. But it wasn't changed. I already took a screenshot of my account and sent it to them showing that it was not exchanged

Por favor senhor tomas, já não sei o que fazer,estão agindo de má fé comigo dizendo que já trocaram meu e-mail. Mas não foi trocado. Já tirei foto de tela da minha conta e enviei para eles mostrando que não foi trocado

They are saying that my account has restrictions. But they don't tell me what these restrictions are

Estão dizendo que minha conta tem restrições. Mas não me falam que restrições são estas

Thank you for your support. My email was changed today

Obrigado pelo suporte. Meu e-mail foi trocado hoje

Thanks for the update.

Did you manage to request a withdrawal after the change was made? Was your withdrawal already received?

Can we consider the issue resolved?

Dear Thiago1984,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.