The player from Germany had deposited 250€ into 1Red Casino via an instant bank transfer, but the money had not been credited to his account even after 2 hours. Despite having reached out to customer service and live chat, he had been told to wait. The payment had been received by the provider and listed as "Pending". The casino had confirmed the money had arrived, but due to the weekend, there could have been delays. The player had been unable to cancel the payment as it had already been processed. The issue was eventually resolved and the funds had been credited to the player's account at the start of the following week. We had marked the complaint as 'resolved' in our system.
1Red Casino - Player's deposit hasn't been credited to the account.
Amount: €250
1Red Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
I deposited 250€ into 1Red Casino through an instant bank transfer. The deposit has been pending for 2 hours now, and the money hasn't been accredited to my player account. Customer service said it should be credited to my player account within 2 hours at the latest (unfortunately, this hasn't happened). Now, the support in the live chat is responding sporadically, asking me to wait. In other reviews here, I've read that some people have waited up to a month for their money before getting a refund. I mentioned this to the live support, but they didn't respond. I would really appreciate any help you could provide. Best regards, Tim
Automatic translation:
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9 months ago
Dear Sterlet1701,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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9 months ago
Translation
Hello, thank you very much for the feedback. The payment has been received by the provider and is only listed as "Pending". I had contact with live support again today and they also told me that the money had arrived (it can't be canceled either) but because of the weekend there could be longer waiting times for the booking (I've never experienced that before). A senior manager was supposed to contact me yesterday, but I haven't heard back yet. I couldn't cancel the payment 1 hour after I made it because the money had already been processed and received by the recipient. The whole thing was done via Naudapay.
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9 months ago
Dear Sterlet1701,
As such issues may take weeks to be resolved, can you please advise if there's been any update since your last post? Did you forward the payment confirmation to the casino to prove the deposit you made?
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9 months ago
Translation
Hello, the problem was solved and the funds were credited to my player account at the beginning of the week. Thank you
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9 months ago
Dear Sterlet1701,
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,
Casino.Guru
