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While attempting to make a withdrawal, I noticed that the code wasn't being sent to my email. I quickly reached out to support via online chat. A woman named Rafaela told me that I couldn't receive the code to my email because the domain is Outlook and I needed to switch to Gmail. Following her instruction, I sent my Gmail address, ID, deposited balance, available balance, full name, and cell number. She told me that the email would be changed within 24 hours. After 24 hours had passed with no update, I contacted them again and was told to wait another 6 hours. I've continued to wait but there has been no resolution thus far.

Na tentativa de fazer o saque notei que o código não chega no meu email e logo entrei em contacto o support via chat online e moça (Rafaela) disse que não seria possível receber o código no meu email já que o domínio é do Outlook devo alterar para Gmail, se seguido enviei junto o email gamil, o ID, o saldo depositado, o saldo disponível na conta, o nome completo, celular, e ela disse que o e-mail será alterado em 24h, passado os 24h voltei a contactar e a atendente disse para aguardar mais 6h continuei aguardando e até agora não houve nenhuma solução

Dear BlackeditionMZ,

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. 

• Could you please indicate when the process to change your email began?
• When was the last time you communicated with casino support and what recommendation you received?

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

Best regards,

Tomas

I tried to make the withdrawal on the 11th of the current month and made the request to change the email the following day, November 12th 2023, the last communication was 8 hours ago, the recommendation given was to wait

Tentei fazer o saque no dia 11 do mês corrente e fiz o pedido de alteração do e-mail no dia seguinte dia 12 de Novembro 2023, a última comunicação foi a 8 horas atrás, a recomendação dada foi mesmo de aguardar

now they just say to wait

agora só dizem para aguardar

Was your email changed successfully or do you require our intervention, please?

Dear BlackeditionMZ,

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.