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It's been almost 2 weeks since I've been trying to change the email on my account, I sent the details again yesterday and was given another 24-hour deadline, but 24 hours pass and the email still hasn't changed as per usual... Account #43076256

Faz quase 2 semanas que tento realizar a troca de email da minha conta, ontem mandei os dados novamente me deram o prazo de 24 horas novamente e se passa as 24 horas e nada do email mudar como sempre... Conta #43076256

Dear ogestelio7,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Why is there a need to update your email address?
• Were your winnings accumulated with or without an active bonus?
• Has your account been successfully verified?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

1 to be able to withdraw my funds, because I lost my email password, because I changed my cell phone and I don't remember my email password

2 without bonus, I have already invested more than 20 thousand in this casino and it takes them all this time to exchange an email.

3 account verified normally, I've always used it without any problems.

1 para poder sacar meus fundos, pois perdi a senha do email, pois troquei de celular e nao me lembro a senha do email

2 sem bonus, ja investi + de 20 mil nesse cassino e demoram esse tempo todo pra trocar um email.

3 conta verificada normalmente, sempre usei sem problemas.

Thank you very much, ogestelio7, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear ogestelio7,

I am so sorry to hear about your problem. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1win Casino representative to join this conversation and participate in resolving this complaint.

Dear 1win Casino,

Could you please state why the player is unable to change his email address in the casino account?

Thank you in advance for providing the information.

Kind regards,

Stefan

Good afternoon

The email address has been successfully changed. The user has withdrawn funds.

Best regards, 1win team.

Добрый день!

Электронный адрес был успешно изменён. Пользователь вывел средства.

С уважением, команда 1win.

Sorted out.

Resolvido.

Dear ogestelio7,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan