1Red Casino - Player is experiencing deposit and payout issues.

Hi i have proof of a R15k payment made by EFT to Red1 casino. They rejected the payment but is off my Nedbank current account and made to their South african Absa account. 3 x R15k deposits made, only 2 credited to my casino account. Can't get that money back. Also accepted and approved (by the casino) winnings of R70k, which is not being paid out to me. Always excuses. Be aware.

Proof of everything available

Dear Crawford123, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

I did phone my bank, the payments have gone through, i cannot reverse them. Money paid into your Absa South African bank account. You need to check your account and credit my casino account or pay my money back.

And the other issues! When will my R20K AND R50K WINNINGS BE PAID OUT IN MY BANK ACCOUNT ??

Thank you

Proof of winnings. Attached

Thanks

I can see that your withdrawals have been accepted since 8 and 10 September. 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, please, let us know and we will intervene and try to help you.  

Ok, thanks for you to explain this, 1st person to do this properly.

I will wait then.

[Name hidden by Casino Guru]

This is not what the casino states on the internet. And my account is verified. Please follow up.

Thank you

[Name hidden by Casino Guru]

R15k EFT Deposit issue sorted out. They credited my casino account.

Thank you

Crawford Joubert

Still waiting for my payouts!! Since 08 September 2023.

Dear Crawford123,

I'm glad that the third deposit has finally reached your casino account.

Regarding the withdrawals, could you please tell me if you made any successful withdrawals from this casino before? Have you passed the KYC verification? Could you please specify if you accumulated your winnings with or without an active bonus?

Hi Veronika

Never before withdrew from this casino. No bonuses taken, so not applicable. Full KYC Verification done, Bank account, ID and proof of Residence.

Also my deposits made from the same bank account as i am withdrawing to. Done via EFT to their Absa Bank South Africa account.

Thank you

Crawford J.

Thank you very much, Crawford123, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Crawford123,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now, I would like to invite a 1Red Casino representative to join this conversation and participate in resolving this complaint.

Dear 1Red Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you so much Stefan

Dear Crawford123, and Casino Guru Team,

We are pleased to inform you that at present, two withdrawal requests have been successfully confirmed and processed on our end. They are currently in the process of being sent by the payment system. We are diligently monitoring this process and will provide you with further details as soon as they become available.

Thank you for your patience and understanding. Should you have any additional questions or requests, please do not hesitate to reach out to us!

Warm regards,

1Red Casino Support team

Thank you

Dear 1Red Casino,

Thank you for your response and the information provided.

Let us know when the player should get paid.

Thank you very much in advance for providing the information.

Kind regards,

Stefan

Pleased to let you know i was settled in full!!.

Dear Crawford123, and Casino Guru Team,

We are delighted that you have successfully received your payout. 

In light of this, we consider the complaint closed.

If you have any further questions or requests, please do not hesitate to reach out to our support team. We are here to assist you.

Warm regards, 1Red Casino Support team

Thank you

Dear Crawford123,

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,

Stefan