1Red Casino - Виведення коштів гравцем затримується та не обробляється.

I tried this casino on your rating of 8.4 and at first it was good and good selection of games and enjoyed playing there, however I had a few

wins and I decided to continue playing here, and one

withdrawal came through, and then another one, and didn’t really think about the rest as I said probably come through, however I notice that few

other withdrawals were been paid before the older one, I was given vip

manager and ask him what’s happening with other withdrawals and

he said they will come through give them 5/7 days which I did, but never happened, and

vip manager keeps

telling as soon as here from finance dept he will be in touch, that’s over 9 days ago and still no

sign of

my money, I still use this casino, but it’s wearing thin with them now, I told vip manager Dominic that if my money is not

in my account but 1st Jan.

I would be making a complaint and leaving review on casino guru, and he keeps

asking me to wait, but not telling me why and what’s going on with my withdrawals

Dear cuan45,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi thanks for reply.

account is verified and Vip manager (Dominic)keeps telling me been investigate and soon he will have it all sorted and money in my accounts that was 8/9 days ago, and guess what still not sorted, it’s now going on 21 days and nothing, while I do understand that delays can happen and like the casino, I told Dominic that as of 31st Dec I won’t be making anymore deposits until I have my money in my bank, not like they had to wait for my money!

I keep email VIP manager but it’s the same old stuff wait been investigated, but what’s been investigated I have no idea, it’s not like they do t have my details as I have got some withdrawals.

not sure what to do from here.

Some screen shots for you viewing these and some of the ones still waiting for

latest email from Dominic vip manager

Thank you for keeping me updated.

Could you please tell me how many of your withdrawals from this casino you have not yet received?

What types of games did you play (e.g. slots, live casino games, sports betting)?

Did you accumulate your winnings with or without a bonus?

5 still pending, after 28days, slots only, no bonus, don’t use them.

thanks Eugene

Also I still play on here (1Red)

I think I lost the will to live 🤣🤣🤣

see attached

Follow up on mail from VIP and reply from my bank

this is the same statement and reply from my bank online stating they can’t track those numbers he gave, it has to be done by the company that issued the payments

Just got off chat with my bank online that no payments have been received and only person that can trace them is the sender?

someone telling lies i ordered another statement covering up today

Update they ask for statement from my bank from the 17th dec up to 6th Jan 2025

i sent this today to vip manger and now he tells me have to upload them onto my profile,I sent him other ones nd no problem, and guess what can’t get on 1red casino coming up with code 404 I just fine it very amusing

Thank you for keeping me updated. Are you still unable to access the casino website and upload your bank statement? Please let me know.

I sorted most of old withdrawals with them and vip manager, still wait on one more and you can close complaint

Thank you for letting me know. Can you please specify which withdrawal you have not yet received? Please include the date you submitted your withdrawal request and the amount you wish to receive.

Dear cuan45,

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.

One outstanding for 150 on the 4th Jan

I also closed my account

Thank you for letting me know. Were you able to close your account without any problems although you still had one pending withdrawal request? Have you received your winnings yet by any chance?

No winnings yet, but did ask vip manager about closing account while I had withdrawal and he said no problem

Thank you very much, cuan45, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.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.

Hi cuan45,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 1Red Casino, I'd like to invite you to join this conversation and help resolve the player's complaint. Could you please share more information about the case? Also, could you please specify the current status of the player's £ 150 withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear CasinoGuru,

Thank you for informing us about the complaint.

Regarding the situation, the player's withdrawals were indeed successful, but then the player contacted us and indicated that it was unsuccessful. We additionally contacted the payment provider about these withdrawals and the payment provider informed us that the withdrawal failed due to technical reasons. That is why the withdrawals were returned and sent to the client again and they were successfully received by the client, which he confirmed above.

Regarding the last withdrawal, we have already contacted the payment provider and the client, as we need to receive a bank statement from the client that he did not receive the withdrawal and then we will immediately resolve this issue with the payment provider using that bank statement. Therefore, we are already working on this and as soon as we receive a bank statement from the client, we will immediately solve it as soon as possible

If you have additional questions, we will be happy to answer them.

Best regards,

1Red Casino Support Team

Thank you for your response, 1Red Casino.

Dear cuan45, can you please update us as soon as you provide the casino with the bank statement to confirm that your last withdrawal wasn't received so that the casino can check the issue with the payment provider? Thank you.

Dear cuan45,

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.

Withdrawal was added to my account and withdrew it again, not in my bank yet ? I’ll update you as soon as it hit my bank account all the documents they requested have been sent to them!

Dear cuan45, thank you very much for the confirmation. Hopefully, the payment will be processed without issues this time. Please, keep us informed.

Dear cuan45,

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.

We’ve reopened this complaint at the request of cuan45. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We have received the following message from the player:

Complaint sort apologies for not replying and letting you know

Dear cuan45,

We're glad to hear that your issue has been sorted out. I'll update the status of your complaint to 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Natalia

Casino.Guru