Can't Reset 1win Password Without Phone
Two days ago I tried to log in to my 1win account and realized I could not access it because I no longer have access to the mobile number and email address linked to the account. My 1win User ID is 6368***. There is a balance of around 200 USD in this account, which can also be seen in the transaction history, but I am currently locked out. I tried several times to reset my password, but I always get stuck at the verification step because the codes are sent to my old phone number or email, which I cannot use anymore. I have already completed identity verification (KYC) on this account in the past, so my identity and ownership of the account should be verifiable. When I contacted 1win support to explain that I cannot receive verification codes and that there is money in my account, I was only told to “create another account.” This response is not acceptable for me, because it ignores the existing balance and my account history. I do not want to lose my money or the account I have already verified. I request that my identity be verified through alternative methods and that I be granted access back to my existing account or at least be allowed to withdraw the full balance of approximately 200 USD from this account to my chosen payment method.
Hello! Our specialists have already taken your inquiry and are thoroughly reviewing all the details. We are committed to providing the most comprehensive and accurate resolution possible, so we need a little time to sort everything out. We will definitely get back to you with a response as soon as we have new information. Thank you for your patience!
I am updating my complaint because the issue has finally been sorted out. A senior security manager contacted me after seeing this post. They apologized for the terrible advice given by the live chat agent. Since my account was already KYC verified, they asked me to send a selfie holding my ID card and a screenshot of my last deposit from my bank. Once they manually verified my identity, they successfully unlinked my old phone number and updated my account with my new email address. I have logged back in and safely withdrawn my $200. I am glad the security team is competent, but 1win really needs to train their front-line support staff better! Issue closed.
