1Red Casino - 賞金の出金が遅延しています。

This casino has fully verified my account, now they are asking for more verification. I think it's really strange, as it's a selfie of me holding my bank card and my ID. Anyway, when I do send it off, they send me the same message saying that they need a selfie with the ID/bank card. So, I'm literally going round in circles.

The customer service is awful. They don't provide clarity and only generic responses. I am not getting any help from them and at this point I'm pretty convinced they are simply trying to steal my winnings. This has been a back and forth process for 2 weeks now. I'm not happy at all. I would love to know if there are any extra steps I can take as well as this complaint?

Dear Jamesb25,

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.

Hello,

Thanks for the response. My information has been verified and it has actually been about 16 days since I had my first withdrawal denied. They keep rejecting me for reasons that are completely unclear. I need some help please.

Dear Jamesb25,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.