1Red Casino - Платіж гравця затримується.

Been waiting a while for this payment sent them everything in and they have even processed this payment but still not received the payment into my account !

Dear Vickywilliams,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're facing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you submitted your withdrawal request?

Have you made any successful withdrawals from this casino before?

Could you kindly confirm if you passed the full KYC verification?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

The withdrawal was made the 29th of January they said it been processed numerous time but will just not send it

yes I have received 2 other withdrawals of a £60 and a £80 processed after the £180 they just will not send me my money they have had all the proof they need bank in pdf form identification they have been sent everything

No bonus money I refused it the bonus as I knew about the wager it was 100% my real money

Thank you for the information. Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports?

Slots big bass game

Thank you very much, Vickywilliams, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.b@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 Vickywilliams,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1Red Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please state the reason why the player's withdrawal has not yet been paid?

Thank you in advance for providing the information.

Thank you for ur help all I want is the £180 that I legally won that is it and I will leave them alone

Yes, I totally understand. Let´s wait for 1Red Casino representative to give us some statement.

Dear CasinoGuru Team,

We would like to provide an update regarding the player's withdrawal request.

From our side, the withdrawal was successfully processed and confirmed. When the player initially contacted us and provided the necessary evidence regarding the fact that the funds had not arrived, including transaction history statements, we supplied them with all relevant withdrawal details to help track the transaction. This included confirmation from our payment provider that the payment was successfully processed along with the Transaction UTR for tracking.

However, the player later contacted as, claiming that the withdrawal had still not been received. In response, we requested an official statement from their bank regarding the status of the transaction. Unfortunately, we have not yet received any confirmation from the bank. Additionally, the player responded to our request by saying that the bank was not going to send us anything.

We are still waiting for any official confirmation from the bank to further investigate the matter. Please let us know if any additional steps are required on our side.

Best regards,

1Red Casino Team

You have had everything you need please stop telling lies !!!! The money still hasn’t hit my bank so where is the £180

Is there an update please you can clearly see my conversation with the bank they haven’t sent me anything

Dear Vickywilliams,

I can see the conversation, however, it will be the best if you send to the 1Red Casino and also to me (martina.b@casino.guru) transaction statement from your bank (you know, PDF file from your internet banking) so that we both can see, that the money have not arrived.

Thank you very much in advance.

That has already been done about 20 times

I have emailed you and them again !!!

Thank you very much Vicky,

Now, I would like to ask the 1Red Casino representative to check the statements as well and send us proof of sent payment to martina.b@casino.guru . Money have to be somewhere.

Thank you very much for cooperation.

Thank you very much you can clearly see they haven’t sent me anything for the £180 !! Xx

Still no reply any update please

Hi Vicky,

I know waiting and not receiving any updates can be very frustrating. We still have need to give 1Red Casino a few days. (I understand there already have been many days). But from the last documents you sent there have been only 2 or 3 days.

However, I would like to ask 1Red Casino Team if they can share with us some updates from appropriate department, which this issue had been forwarded to.

Vicky,

I know it´s exhausting, however, from where I am standing, the things are moving forward. First they told you the issue has been forwarded to special department and now it is being processed, which is good!

I know it takes much longer that it is supposed to, and your frustration is justified.

Let´s give the 1Red Casino few more days to process it and send you the money.

Ok but like this is nearly a month now it was from the 29th of January

Thank you Vicky for the update.

It is clear that after unsuccessful withdrawal (on casino site) it was a right move to put it back into your account.

Now, I want to ask 1Red Casino representative to explain why player´s withdrawal request ( as requested - the new one) has been canceled. She clearly passed KYC.

Dear CasinoGuru,

We want to assure you that we are actively working on processing request. However, a full response requires additional time, as we are carefully handling all necessary procedures.

Our team is currently dedicated to resolving this matter as efficiently as possible. The player's withdrawal is currently being processed. We appreciate your patience and understanding during this process.

Best regards,

1Red Casino Team

Thank you 1Red Casino for your response. It´s always good to know that the issue has been working on for real. I really hope it will be resolved in short period of time, since the player has been waiting for very long time now. I appreciate it

Please keep us updated

Dear CasinoGuru Team,

We would like to inform you that the player's withdrawal was initially canceled due to incorrect payment details being entered. As a result, the transaction could not be processed successfully.

After notifying the player about the error, they corrected the details and successfully completed the next withdrawal request using the same payment method.

We would like to assure you that the funds were successfully withdrawn, and the matter has been resolved. Should you require any further clarification, please feel free to reach out.

Best regards,

1Red Casino Team

Thank you 1Red Casino for the update and for cooperation!

Now I would like to ask you Vicky, if you can confirm that you have received the money so I can really mark the complaint as resolved.

Thank you very much!

Dear Vickywilliams,

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.