1Red Casino - プレイヤーは賞金を引き出すのに苦労しています。

Hello,

I have joined the casino 2 days ago and I won after first deposit.

The verification process was a mess honestly however I managed to pass verification.

Since I deposited with paysafe card there were no withdrawal options for me so the casino advised me to deposit with neteller so the withdrawal option will be available, which I did.

I then asked withdrawal with neteller but they keep on rejecting it and they never inform why, I have to run after them and they always have different reasons. They are telling me that withdrawals through neteller in Switzerland is not possible, but how did I manage to deposit with neteller and why did they ask me to do it.

They advised me to deposit with skrill so I feel it'll be the same again later. They also proposed me to withdraw with bank but I don't see bank as withdrawal option.

So please help me, it's not fair what they are doing and I should not have to deposit 3 times to be able to withdraw.

Best regards,

mrmileena

Dear mrmileena,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Hello Kristina,

I'm sorry but everything is OK now, we managed to fix it and I withdrew through bank. It was hard to find on withdrawal page since the picture for it was an ewallet voucher.

The reason I asked complaint was because the customer support kept asking me different things and having different answers and in plus kept rejecting my withdrawal and it was frustrating.

You can cancel this complaint or mark it as resolved.

Thank you for your explanation, it's more clear to me now.

Best regards,

mrmileena

Dear mrmileena,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina,

Casino.Guru