1Red Casino - Player claims that payment has been delayed.

Hello,

On the 20th of August at approximately 22:45 I filled in a withdraw of €3700.

It is the 24th of August now and although I have had several service employees of the casino tell me the withdrawal will be accepted on the 21August it still shows pending on my account and can be canceled.

I got verified KYC on the 20th of August.

Their policy states withdrawals should be accepted in max 24 hours but I am going towards 72 hours of today and it is still pending and can be canceled.

I accepted no bonuses.

Dear Casualgambling782,

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

requested withdrawal after completeting KYC more then a week ago now. Still nothing.

2 weeks passed today.

Unfortunately no processing of my withdrawal yet.

Dear Casualgambling782,

Have you received your withdrawal from the casino yet?

No. Been told to wait for various Reasons but no clarity on customer support side.

got this same message every day for over 2 weeks now but just in a different format. I do not get a clear reason or explanation on why a simple withdrawal is taking so long. Totally unacceptable in my opinion

Thank you Casualgambling782 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you Nick.

Appreciate your help.

Dear Casualgambling782,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1Red Casino representative to join this conversation.

Dear 1Red Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hello Mirka,

Thank you for assisting.

Welcome

Update :

There has been email contact between me and 1Red again.

The composition of their response usually varies, but the content remains: please be patient and wait until we have finished your request.

Unfortunately I don't get an answer to specific questions based on their response.

Been told the financial department is on it and i have to wait.

been told this for the past 16+ days now unfortunately

This morning I received a stronger response from 1Red than usual in which they admit that they have failed, understand my frustrations and that no violations or mistakes have been made on my side that are contrary to their policy.

The recognition is nice to receive after almost 100 standard automated emails back and forth.

I remain hopeful, but it is a strange sensation for me as an honest customer.

Dear Casualgambling782,

We would like to formally address the complaint regarding the delay in processing your withdrawal request.

The delay was a result of unforeseen technical issues within the payment system, which necessitated additional security checks. These measures are critical to ensuring that all financial transactions are safeguarded against potential fraud and align with our commitment to the highest standards of security and reliability. These extra steps are integral to our process to protect both your funds and the integrity of our services. While we understand how frustrating delays can be, we emphasize that these actions were taken solely in the interest of your security.

We are pleased to inform you that our team has successfully resolved the issue on the casino's side, and your withdrawal request has now been cleared for processing. The final stages are underway, and we expect the funds to be released to you shortly. Rest assured, your request remains a priority, and we are working closely with all relevant parties to ensure the swift completion of your transaction.

We sincerely regret the inconvenience this delay has caused and deeply appreciate your patience. Your trust in our platform is invaluable, and we are continuously striving to enhance our systems and processes to avoid similar issues in the future. Please know that safeguarding your account and ensuring your satisfaction are our top priorities.

Best regards,

1Red Support Team

Hello everyone,

pleased to say that I received my funds this morning.

Dear Casualgambling782,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as '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, 

Mirka

Casino.Guru