Hello, I would like some help.

it so happened that I lost access to the mail indicated on the site and would like to change it, sent all the necessary documents (checks) that they asked for, and still heard that I allegedly indicate the wrong cards from which I replenished, although this is not possible and have checks and bank statements

Здравствуйте,я хотел бы чтобы мне помогли.

случилось так,что я потеряла доступ к почте указанной на сайте и хотела бы поменять его,отправила все нужны документы(чеки) которые просили,и все равно услышал ,что якобы я указываю не те карточки,с которых пополнял,хотя это не возможно и есть чеки и выписки с банка

Dear vladtalanov2003,

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. Could you please advise if your account was verified successfully in the past? Do I understand correctly that you only wished to update your email address as you lost access to your old one, and on the way, it was suggested that you replenished your account using a third-party payment method?

If there’s any relevant communication, please forward it to [email protected].

Looking forward to hearing from you.

Best regards,

Petronela

Hello, yes, I lost access to this mail and I can’t recover the password for it, maybe even it was hacked.

as I said earlier, I replenished my balance through my cards (there is evidence) and perhaps before entering the site, she went through some other cards (which I don’t know).

they answer me to this allegedly "we are not interested in this, indicate 3 cards from which the money came

Здравствуйте,да,я потерял доступ к данной почте и не могу восстановить к ней пароль,возможно даже она была взломана.

как я говорила ранее, я пополняла свой баланс через свои карточки(есть доказательства) и возможно перед поступлением на сайт,она проходила через ещё какие-то карточки(которых я знать не знаю).

отвечают они мне на это якобы ?нас это не интересует,укажите 3 карты ,с которых приходили деньги

Do I understand correctly that you used more than one payment method or card to deposit funds into your casino account?

Yes, I used 3 cards

Да,я использовал 3 карты ,

Thank you very much, vladtalanov2003, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear vladtalanov2003,

I have reviewed this thread and I understand the situation. I’ll contact the casino to see if I can help.

In the meantime could you please advise if your gaming account is connected to the e-mail account you indicated when submitting your complaint? If so, have you tried going through Google’s password recovery process? (more information can be found [here])

I would like to invite the representatives of 1win Casino to join this conversation and participate in the resolution of vladtalanov2003’s complaint. Any relevant information can be forwarded to [email protected].

Hello! Thanks for the answer.

No, this mail has no connection with the account.

здравствуйте,спасибо за ответ.

нет,данная почта никакой связи с аккаунтом не имеет.

Good afternoon

In fact, in order to change the mail on the account, we need to make sure that the request is created on behalf of the account owner, for this we request the details from which the replenishment was carried out.

Please clarify, did you use Apple Pay when topping up your account?

Sincerely, 1win team.

Добрый день!

В действительности, для того, чтобы сменить почту на аккаунте, нам необходимо убедиться, что запрос создан от лица владельца счета, для этого мы запрашиваем реквизиты, с которых осуществлялось пополнение.

Уточните, пожалуйста, при пополнении счета использовался Apple Pay?

С уважением, команда 1win.

Hello, yes, I usually use Apple Pay, but I could also use the usual card entry.

I understand your side that you need to make sure, but understand me, I am sending a screenshot of the transaction, where the time, date and amount are the same, but for some reason the cards I send from and the cards shown on the site are different.

thank you and hope you understand

Здравствуйте,да,я обычно пользуюсь отплатой Apple Pay,но мог использовать и обычный ввод карты.

я понимаю вашу сторону,что вам нужно убедится,но и поймите меня,я отправляю скриншот транзакции,где время,дата и сумма совпадают,но по какой-то причине карты с которых я отправляю,и карты которые показаны на сайте отличаются .

спасибо и надеюсь на понимание

In the event that you made a deposit using Apple Pay, the device account numbers were used instead of the original number of your bank card - this is one of the layers of protection from Apple. Therefore, the numbers on the website and the actual number are different.

After reviewing your appeal in detail, we see that the statements confirm the fact that you own the account. Would you like to bind the mail that you indicated when contacting the support service on the site?

Sincerely, 1win team.

В случае, если Вы совершали пополнение через Apple Pay, были использованы номера учетной записи устройства, вместо исходного номера Вашей банковской карты - это один из уровней защиты от Apple. Поэтому номера на сайте и фактический номер отличаются.

Детально ознакомившись с Вашим обращением, мы видим, что выписки подтверждают факт владения Вами аккаунтом. Вы бы хотели привязать ту почту, которую указывали при обращении в службу поддержки на сайте?

С уважением, команда 1win.

Good afternoon

Your mail has been successfully changed.

Sincerely, 1win team.

Добрый день!

Ваша почта успешно изменена.

С уважением, команда 1win.

Thank you, 1win Casino team, vladtalanov2003, for your cooperation and patience.

Dear vladtalanov2003,

Could you please confirm that your new e-mail address has been successfully assigned to your gaming account? If you don’t require our further assistance, this complaint will be closed as ‘Resolved’.

Dear vladtalanov2003,

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.

Dear all,

Unfortunately, the player has not responded to our messages and questions. Despite that we believe that the issue has been successfully resolved, without their confirmation, we have no choice but to reject this complaint.

The player can reopen this complaint at any time.