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I noticed that the registration number for my account had changed and sent a translation to support on 5/21 asking them to change it because I couldn't receive SMS. I've inquired multiple times since then but as of 6/3 it has still not been changed. A few days ago I won just over $2000 and now even though I want to withdraw the money I can't because I can't receive SMS verification.

This is my first withdrawal after making deposits for so long, so I would like you to please change my number.

アカウントの登録番号が変わっていることに気付き、サポートにSMSが受けれないので変更をして欲しいと英訳して送ったのが5/21日でそこから何度も問い合わせても6/3時点で変更しされてなく、数日前に2000ドル強の当たりをひいたので出金したくてもSMS認証受けれないので出金も出来ない状態です。

今までずっと入金してきて初めての出金なのでどうか番号変更の対応して欲しいです🥲

Dear Player,

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

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

• I can see the casino asked you to submit the change in a particular way using your passport. Do you have a passport or 'my number card' to use for verification of the phone number change?
• Did you receive any response from the relevant department regarding the submission of the document?
• Since when have you been a player in this online casino?
• Have you passed account verification in the casino in the past?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Good afternoon!

We are truly sorry that you found yourself in such a difficult situation. Please accept our apologies for the delay in responding to your email. We want to assure you that your inquiries were never ignored and were handled in the order they were received.

Changing the phone number linked to an account is a very important procedure, as it directly affects the security of your personal information and funds. Because of this, our colleagues needed documents and photos to confirm your identity, which may have caused the delay in resolving the issue.

As far as we know, your phone number has been successfully updated, and our support team has already contacted you. We hope that your withdrawal will be processed quickly and smoothly.

Congratulations on your win, and we wish you continued success!

Best regards,

The 1xSlots Team

Dear nekoc0954,

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.

Good afternoon!

We noticed that you were finally able to successfully withdraw your funds — that’s great news! We’re truly happy everything worked out in the end ❤️

Wishing you the best of luck and many exciting wins ahead!

Best regards,

The 1xSlots Team

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru