The player from Germany faced repeated delays in verification and issues with withdrawing funds from the casino. Despite following all instructions, including switching to crypto withdrawals and confirming wallet addresses, the payments were not processed. Continuous communication with the VIP manager resulted in unhelpful responses, and the requested crypto payment never arrived. The complaint was rejected due to the player's failure to respond to our messages and provide the necessary evidence for further investigation.
1Red Casino - Player’s crypto withdrawals have been delayed.
Amount: €17,000
1Red Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
Public
Public
6 months ago
Translation
Initially, my verification was repeatedly delayed for hours. Supposedly, my bank statement lacked my name and my photo was blurry. After about 8 hours, I was finally verified.
I then tried to transfer money via bank. This was rejected multiple times. First, they said that the maximum amount of 10,000€ was exceeded. When I tried to transfer 4,000€, it still didn't work, with the reason being that I needed to withdraw it in crypto. I had previously deposited most of the money in crypto (ETH and Bitcoin) from my Bitpanda account.
After that, my wallet address was not confirmed the entire time. The email I received to confirm the wallet had no valid link. I pointed this out to the VIP manager Gabe multiple times. Generally, I was in constant contact with him. He kept sending me the same pre-written messages that didn’t help at all.
Then I was told to confirm the wallet address in writing. I did so and sent it via email with an attachment. Again, the withdrawal was not approved.
Now they said the wallet was not identical to the one used for the deposit.
I had only been able to find the wallet address on Bitpanda under: ETH Deposit - Wallet. If this is incorrect and you know where I can find this address, please assist me.
I also tried it with Bitcoin. Again, the wallet address was wrong.
This went on countless times. Toward the end, Gabe confirmed to me that my ETH wallet was verified and the payment (I had test-processed 50€) was initiated.
Online, it is advertised that crypto payments are immediate. Hours later, nothing happened.
I think the payment is being blocked by the provider again.
I can’t upload the files. I have screenshots of everything. Can you provide me with an email address to which I can send the data?
Automatic translation:
Public
Public
6 months ago
Dear Andreas112,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that your most recent withdrawal to an ETH wallet has been successfully processed by the casino?
Have you made any successful withdrawals before, or is this your first attempt to withdraw winnings?
Please forward me all the relevant communication between you and the casino as well as other evidence that could be helpful to our investigation. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
6 months ago
Translation
Hello,
No, we have not had a successful payout yet.
I have sent you the evidence from another email. I am also writing to the VIP advisor on WhatsApp.
But he's just stringing me along...
Edited
Automatic translation:
Public
Public
6 months ago
I have not received any email from you. Could you please check if you sent the files to the correct address? As I stated in my previous reply, my email address is veronika.l@casino.guru. Thank you.
