1Red Casino - Затримка зняття коштів

Went through the KYC verification and fully verified.

deposited £1700 and won £2794 and withdrew. Terms and conditions state will be between 0 to 48 hours and it’s now 3 days and each time they say it’ll be soon/it’ll be soon but never is.

Dear mullen103,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Thank you

I just think they should abide by their terms and conditions and process within the time they say - which is why I chose them in the first place.

Chased up today and received the following reply.

10:59

I've already taken care of updating your withdrawal info today, so your funds will be on their way to you shortly. No need to worry! Just a little more and your request will be fully processed!

Replied to private message

Chased up again

08:59

As far as I can see, your withdrawal is being processed at the present time. All withdrawals are processed on a first-come first-served basis. I try to do everything as fast as possible, but our finance department checks every cashout in order to prevent fraud. So it takes some time. However, I`ll try my best to process it as quickly as possible.

Day 6 chase up - response

Hello Richard!

I understand that you want your request to be processed quickly, and I doing my best to make that happen. However, our responsible department needs to check every detail to ensure accuracy, so it may take a bit of time. I really appreciate your patience!

I appreciate your decision on this, but I understand how frustrating it is to wait so long for funds. I am really doing everything I can to expedite this process.

Payment received - can close.

Dear mullen103, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru