1Red Casino - プレイヤーの出金が遅れている。

Hi,

I've played with 1Red for approx 2 months now and have been a verified player for several weeks, I have successfully made several withdrawals though they have been mixed, some were processed quickly others were cancelled and delayed but eventually recieved. This time though I won approx £6000 and withdrew £2000 it was processed and the funds recieved 2 days later, I then submitted another withdrawal for £2000 on the 15th of July and it still hasn't been processed, I have had back and forth communication with them for the past 10 days and have not received any meaningful updates about when I will receive my money. I was originally told it was due to a technical issue, I was then told 5 days ago it was in the final stages of processing and I just needed to wait but it still hasn't been received and all I am told every day when I email for an update is that its been escalated to the finance department and senior management team and I will get an update soon, but no updates are ever given.

I have deposited via bank transfer and card and have successfully received prior withdrawals to both methods, I am a fully verified player and my withdrawal limit is £2000 per day due to my VIP loyalty level. I just want my withdrawal processed and to receive my funds. I initially continued to play on the site while my withdrawal has been pending, I used the rest of my winnings and then deposited additional funds too, my account is open and fully accessible my withdrawal has just been delayed with no real reason given just stalling tactics every day.

Thanks

Dear player,

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, 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.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi,

As a further update my withdrawal request was cancelled this morning with no explanation given. I emailed again regarding it and have again just been told they're sorry and will speak to the finance department. I have resubmitted the withdrawal request but having it cancelled 14 days after being submitted is really disappointing.

Thanks

Dear player,

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.

Hi Dominika,

No I still haven't received my withdrawal and I have added some more updates to this thread regarding it.

Thanks

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika