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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)

Buenas noches saludos cordiales desde argentina.

lamentablemente escalo mi problema hace mas de 30 dias espero saber explicarme de forma completa y clara.

tengo problemas con el cambio de gmail ya que sin OTP no puedo hacer un retiro pero el gmail que ya se enceuntra verificado ya no es de mi posesion, por esta razon me contacte con soporte el cual me pidio todos los datos correspondientes y yoa ccedi enviandolos, desde entonces cada vez que me comunico me exigen esperar 24 hs o me piden nuevamente los datos, en mis ultimas conversaciones me comentan que el gmail nuevo que otorge para hacer el cambio ya se encontraba en uso en la aplicacion por lo cual accedi a darles otro gmail y me vuelven a hacer esperar 24hs necesito una solucion por favor para poder cambiar el gmail de retiro (que ya se encuentra VERIFICADO)

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:

1. Has anyone from your household or someone using the same IP address also created an account with this casino?
2. Could you please explain why you no longer have access to your original email address?
3. How many different email addresses did you attempt to use when changing your original email address?
4. 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?
5. 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

Good 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 ( )

Buenos dias @Veronika procedo a dejarte todas las respuestas.

¿Alguien de su hogar o alguien que usa la misma dirección IP también ha creado una cuenta en este casino?

Es correcto mi padre tambien a creado una cuenta.mas reciente que la mia.

¿Podrías explicarme por qué ya no tienes acceso a tu dirección de correo electrónico original?

Debido a que sufri un Hurto en mi ciudad natal el dispositvo en el cual tenia ese correo electronico abierto, y no recuerdo la contraseña y al querer recuperarla google me explica que no deje respuestas asignadas de seguridad ni un numero de celular se me es imposible recuperarla.

Cuántas direcciones de correo electrónico diferentes intentaste utilizar al cambiar tu dirección de correo electrónico original?

Mi inconveniente al entregarles un correo electronico diferente fue el siguiente, yo cree mi cuenta de 1win ingresando con este gmail (fleitangel203@gmail.com) que es el predeterminado de mi cuenta de google la cual utilizo para entrar de forma automatica a jugar a 1win casino, pero al momento de verificar el KYC lo verifique con un gmail diferente (recomendacion de 1win ya que en la cuenta de ingreso no me llegaba el codigo de verificacion) por lo tanto respondiendo su pregunta solo utilize dos la que me dijeron que no podia poner porq ya estaba en uso, y luego me cree una especifica para ellos la cual ya les e enviado.

Entiendo correctamente que una de las direcciones de correo electrónico que querías usar ya estaba registrada en este casino? ¿Es posible que te hayas registrado en 1win Casino más de una vez?

No, comprendo correctamente que registrase a mi nombre en mas de un casino es totalmente en contra de los terminos condiciones y politicas de el mismo las cuales acepte al crear mi usuario. solo tengo una cuenta registrada, ninguna mas.

¿Has completado con éxito la verificación KYC completa?

es correcto, el gmail que tengo verificado el cual me pide el OTP para poder realizar mio retiro con exito es el siguiente (kbimnrkdpio@gmail.com)

Good 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.

Buenas tardes, quisiera enviarles un reporte de el dia numero 20 intentando cambiar el gmail de todas las formas posibles comunicandome con soporte de manera diaria sin respuesta alguna, tengo capturas de TODAS las conversaciones en las cuales soporte solo se contradice, necesito una ayuda urgente por favor realizar el retiro de mis fondos de manera urgente debido a problemas personales por favor.

Good 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.

Buenas tardes, hoy se cumplen tres dias en los que contactando a soporte siempre me dicen que espere 24 horas sin darme ninguna solucion, los contacte via correo electronico y lo unico que me dijeron fue que usara el soporte de la red, me pidieron que contacte a mi red bancaria para pedirme el comprobante de la ultima recarga y aun asi haciendo eso me siguen evadiendo el asunto, necesito ayuda urgente por favor

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.

Good 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.

Buenas tardes veronika, te envie a tu correo electronico las evidencias pedidas, quiero aclarar que no las publico por este medio para reservar la imagen de la entidad "1win" y la de sus empleados de soporte.

en el dia de ayer me sucedio una situacion que aumento mi frustracion respecto al tema en la que soporte de la web me pide que hable via correo electronico, por lo que accedo y envio el mismo reclamo por ese medio.

las respuestas fueron las siguientes.

me someti a la verificacion pedida sin ningun probleema en la cual me solicitaron

-Foto de mi DNI

-Una selfie

-datos personales

una vez completada esta verificacion me figuro lo siguiente.

aclarando via correo que ya lo realice me comunican que tengo los pasos siguientes en el correo nuevo (brandonsantucho1026@gmail.com) pero no recibimos absolutamente nada.

I 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.

Quiero aclarar en el acta que estoy siendo cooperativo en todo momento enviando todos los documentos que soliciten, ya que no quiero generar problemas, solo encontrar mi solucion sin perjudicar a nadie.

I 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.

Adjunto actualizacion de mi caso, al parecer luego de realizar la verificacion desde el enlace los chicos de la pagina web (soporte) me informan que el mail se cambio de forma correcta, sin embargo en cuanto entro a ajustes NO APARECE NINGUN CORREO ELECTRONICO.

verifique si podia realizar un retiro, y al momento de llegar el otp de verificacion para retirar el dinero verifico que el correo nuevo figura y llega con exito el otp.

sin embargo al momento de hacer el retiro lo retienen en "espera" hace mas de CINCO DIAS adjunto imagenes.

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.

Dear Fleitamiguelangel,

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.