1Red Casino - Player's deposited funds not reflected in casino account.

Hi,thank you for a great site and the information you provide to us.Could you please assist me with the following issue?

I made a deposit to 1Red casino on the 30June 2023 and the system said deposit failed but the deposit went of my bank account.I checked with my bank and they confirmed that the deposit was successfull and that the money has gone into the Casinos account.i have sent the Casino all the documents that they requested,Proof of payment and a Bank statement confirming my deposit into their account.

I have sent these documents 3times now to live chat and to the casino support team and everytime i ask them what has been done they request me to send them the documents again.

I have sent them reference nrs from my bank of the investigation my bank has done to confirm my deposit into their account and supplied them with tel nrs for the bank and all documents they requested over and over again.

I asked them to please check their bank records for my deposit as this is an easy way for them to check the deposit. I mean how many deposits can be made on that exact time and date of R100 and that would confirm my proof of deposit i have given them?but they told me that they cannot check the banking records?i have now spoken to 3agents on live chat Caroline ,Andrew and Abraham and everytime they ask me for the documents and tell me they will foward the documents to the dept that handles these issues,i had ot incure all the tel call charges to the bank and statement costs and they are doing nothing to assist me from their side.

Dear newme697310,

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

i do not understand how a casino cannot check their records i had a similar issue with another casino and it was resolved within a day, since i deposited on the 30 june nothing has been done ive given them proof of payement,statements showing the deposit even reference nrs from my bank confirming the deposit was made into their account so how can they not check there bank records?if i have given them all the documents they reqiure what is the issue here?

Hello newme697310,

When exactly did you forward them the transaction confirmation? When was the last time you speak to the casino and what did they respond?

Dear newme697310,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Nick i gave them proof of payment,i also contacted my bank and they investegated and found the deposit was infact deposited into their Absa account,i gave them the ref nrs and tel nrs for the bank.My problem here is that they could have contacted their bank and asked them to confirm the deposit as the time date etc was on the proof of payment?i had a issue before with spinsa bec of my dep that got lost and spinsa uses the same payment provider as 1Red so that explains alot to me,but spinsa contacted their bank and all was sorted out in a couple of hours and my deposit was returned.1Red support and live chat did nothing to help with this lost deposit and they speak to me like im a child telling me what the system sais..deposit failed.No bank is going to give you proof of payment if you do not have funds in your account..in fact it will say deposit failed..and it wil tell you insuffiecient funds,when i made the deposit there was an error message after the deposit was confirmed that there is a problem with the portal...and this is what happened to spinsa aswell,thats why i know.The point here is that they dont care bec im not a high roller and its the same with the stock market as the big guns move the market and the forex companies pull in the retail traders with little funds in order for them to lose trades so that they can pay the big boys ..that is why we had the Gamestop saga where retail traders all stepped in and caused a hedge fund to collaps to show them what it feels like when the market gets manipulated,same with casinos...i actually try out these casinos bec i have a blog on helo peter and keep consumers informed on how any store or company handles issues so that they can make better choices before they decide to play at a casino or shop at a retailer.However i have now seen firsthand that casinos are exactly as the stock market,someone has to lose money for others to make money and in this case the vips at the casinos need to get paid.If you play at most casinos with small money you can clearly see that the RTP are never as they are advertised,the features are so scares even on the smallest amount you struggle to get one and if you do it pays mediocre.Furthermore they dont want to help you with issues and take days to respond.My friend who is a vip at a casino gets calls everyday if he has a issue they jump to sort it out and it takes no time at all for them to respond to emails from him.This is why i tell you i can clearly see the lack of interest in helping me,i do my homework from all sides before i do a review.In a industry where Casinos are hardly regulated like they should actually be they make their own rules and do as they please,especially if you are not a high roller you dont get close to the customer service my friend gets as a vip.To get back to your Question,i have now submitted statements again to them for the 3rd time with the proof of payement again and the ref nrs from the bank again,i am getting a little agitated now as i can clearly see thaty they are doing this on purpose to taunt me.But i can assure you that they will be the ones that is goin to get whats coming to them as i will go on every platform i know and i will tell people exactly what and how they treat a customer.This could have been resolved long ago with 1phone call from them to there bank,but my R100 deposit wasnt a priority to them.I did this just to try out their games to check the RTP but then this happened which was great now i can inform readers more about the customer service i got and i have all the documentation emails etc to show them what i had to go through.Then im gona deposit R5000 and im goin to double my money and thank them for the great service..i do my homework on slots i know you have to have leverage and a bit of money to make some so i get the whole setup....im a honest person and i think the way people get treated just bec the are not high rollers are disrespectfull and i dont like being treated like a child when clearly they are in the wrong and think im crying over the R100 deposit..lol i trade in the markets and have years of experience in the pros and cons of the market as i got to speak to a x market maker who told me things that shocked me, so it just boils over to the casinos who follow suite as only America is heavely regulated and you can see this when the stock exchange opens there is no funny market movements that you will experience in the other trading sessions when they open as they are hardly regulated,and this is when the funny business starts in the market but not in the new york session as the market is being monitored all the time until the new york session ends so its the same with casinos unfortunately you can see how games are manipulated but they dont care ..who is going to tell them otherwise?.But if i can help some people to make a better choice and avoid certain Casinos i think i do help a little,but i will not stop doing so.

Hello newme697310,

Would it be possible to forward the payment confirmation to nikolas.b@casino.guru before we would try to get in touch with the casino?

No problem Nick i will do so i havw again fowarded them the statements proof of payemernt etc and they again 2 days later are asking me for the same documents again i will foward you the emails aswewll thank you very much

Hello newme697310,

Thank you for the e-mail provided. I've noticed that 2 documents are password protected. Could it be possible that the casino could not access it either?

However, the payment from June is shown correctly and it never should take more than a month to investigate lost funds. Please keep in mind that the casino might still not be responsible for the lost deposit if you did experience issues during the payment.

I will now forward your complaint to my colleague Michal who will be assisting you from now on as we will need a confirmation from the casino whether the money arrived to them or not.

Wish you best luck resolving it.

Regards,

Nick

Hello newme697310,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite 1Red Casino to join the conversation.

Dear 1Red Casino,

Can you please provide more information on why has the player's deposit been not credited to their casino account?

Dear newme697310, and Casino Guru Team,

First and foremost, we would like to extend our apologies for the inconvenience you have encountered while attempting to make a deposit at our casino. We understand how crucial it is for your funds to be properly credited.

We have thoroughly investigated player's case. Here is a detailed account of the steps taken:

On June 30th, the player initially contacted us to report the issue. At that time, we were unaware that the funds had been debited from player's account. We recommended trying alternative deposit methods.

The player reached out to us once more, and we proceeded to relay the relevant information to the payment provider. They requested a statement, which the player provided. We, in turn, furnished this documentation to the payment provider.

The payment provider informed us that the transaction was unsuccessful and the funds should have been returned to the player. However, it has come to our attention that this did not occur.

The payment provider asked us to provide them with confirmation of deposit that contain Beneficiary details of Swiffy and a reference number. Player supplied us with documents. Regrettably, these documents were password-protected, preventing both us and the payment provider from accessing them. Nevertheless, we were able to obtain the access code and subsequently review the files.

We have now transmitted these documents and password to the payment provider, who is currently in the process of reviewing the situation.

We have requested that they expedite the verification process, although we are currently unable to provide an exact timeframe for resolution.

Once again, we sincerely apologize for any frustration this has caused you, and we greatly appreciate your patience as we work to resolve this matter promptly.

Warm regards, 1Red Casino Support team

I have given you the passwords to the documents and as per your mail you fowarded it to the relevant departement,you sent me a mail again telling me the documentation canot be used as you want a proof of payment with a swiffy ref nr.Again you give me the runaround,i gave you a detailed bank statement showing the deposit into your account aswell as proof of payment from my bank,i gave you a ref nr from my bank after they investigated this matter and found the deposit was in fact made in to your absa account,i fowarded this to you aswell,you have asked me now on 3 emails to send you documentation which i did and this has cost me cosiderate bankchaeges allready and yet when i ask you for a ref nr from your bank to check your bank records you do not do this and again pass the buck,you use my documentation having a passcode on as an excuse but i have email proof of the passcodes i supplied whith the documentation to you.You have excuses everytime and from my lasy mail to u supplying the documentation again you took 2weeks to answer me back again only to use the same excuses as before.The bank statement shows clearly the deposit made into your account on the 30june2023 and the proof of payment shwing the deposit to Nitouka Limited and further statements showing you that no refunf made to my account by my bank.No bank will in the first place allow a deposit to go into a account if there was no funds available and then still give you a statement showing the deposit that went of the account,so how do you explain this?the bank cannot show statements of money going of a account if there is no funds available.You have clearly seen that you were in the wrong and now you do not know how you are going to explain this so this is why you are givingh mre the same old stories as before but i can promise you i will not let this go until my money i deposited into your account is refunded back to me!

Dear newme697310, and Casino Guru Team,

We wanted to update you on the player's situation. We were able to access the player's documents for which a password was required. We requested confirmation of the payment, which was necessary for the payment provider. The player did not provide the payment confirmation with "Beneficiary details of Swiffy and a reference number." Therefore, we asked the payment provider to verify the player's deposit based on the documents provided.

As of now, the payment provider has managed to locate the unsuccessful deposit, which was credited on September 22nd. We would like to thank the player for bringing attention to this situation, and we are glad we could resolve it. If the player or forum managers have any further questions or need clarification, please feel free to let us know.

Warm regards, 1Red Casino Support team

Gooday,this is still unacceptable,from the start when i brought this to your attention nothing was done for days,the only answer i got was the deposit failed even after explaininmg this to your live support nobody bothered to do anything about this,i submitted documents 3times to you and live support and even after that i was still given the same excuses over and over,on every mail i sent you i attached the passcodes and it take you 2 weeks to get back to me after i had to ask ..how far is this matter,the statements and calls to the bank cost me R264.83 because everytime i had to resubmit documents i had to get statements for later dates 2and a half months it took you to find my deposit,so i am the one having to burden these charges becuase you couldnt just phone the bank and confirm my deposit,how hard could this possibly be?on your website you promise the world and this is by far the worst customer experience i have ever had to deal with.You have a system in place which should give you error codes which should tell you why a deposit failed so you can check it ;if a problem does surface and then handle this with the same urgancy as you would do for your v.i.p clients.At the end you find my deposit after telling me multiple times my deposit failed and what does this help me anyway?i am the one who is left with the cost of getting my R100 deposit back and this cost me R264.83 but cost you nothing,so were is the joy in this for me?

Dear newme697310, and Casino Guru Team,

We sincerely apologize for the inconvenience you have experienced. Your feedback is crucial to us, and we take this matter very seriously. We understand that the delay in resolving this issue and the subsequent charges you incurred are highly frustrating.

As per our standard procedure, upon receiving your initial report, we conducted a thorough investigation in line with our established protocols. Initially, it appeared that the deposit was unsuccessful due to a discrepancy on the payment provider's end, which unfortunately hindered the funds from reaching our platform.

Following this, we requested specific documentation in accordance with the requirements outlined by the payment provider. Regrettably, it seems there was a misunderstanding regarding the requested documents, which led to a delay in the resolution process.

 Despite this, we persisted in our efforts and were ultimately able to locate and rectify your transaction.

We have taken note of your concerns and will be conducting a thorough investigation into what transpired. Additionally, we will be reviewing our processes to prevent such issues from occurring in the future.

Thank you for bringing this to our attention, and please do not hesitate to reach out if you have any further concerns.

Due to the fact that the player's deposit was eventually credited to his account, we can consider this complaint closed.

Warm regards, 1Red Casino Support team

Dear 1Red Casino Support Team,

Thank you for your reply. I acknowledge that the unfortunate situation was most likely beyond your control, just as it was beyond the player's control. The player demonstrated that the funds indeed departed from their account, but to prove this to you, it required them to invest additional resources, resulting in a quite negative user experience. I'm sure that you, as a reputable casino, do take care of your players, and it would be much appreciated if you could suggest some form of compensation for the inconvenience endured. Can you please somehow accommodate the player in this matter?

Dear newme697310, and Casino Guru Team,

After a thorough review, we are delighted to extend a gesture of appreciation for your loyalty. We are pleased to offer you 40 complimentary spins in the game "Book of Elixir" with wager 40and the max win of 875 ZAR.

We would like to extend our sincerest apologies for any inconvenience. At this time, this is the course of action we are able to take from our end.

Warm regards, 1Red Casino Support team

Hi ,thank you for the spins i suppose its better than nothing,the point here being that you can sort this problem out and avoid this kind of issue happening again,i do not hink a customer would want to play at a casino were you have to go throught issues like this,hopefully you have investigated what the cause was and can prevent this from happening again or at least have a fasterway of confirming a customers deposit that has gone missing,with all the online casinos out there i dont think any casino want to lose customers in this way.Thank you for whoever sorted this out much appreciated,,and thanks to Casino Guru who helped with this issue,players can be lucky to have such a mediator at their side..

Hi Guys just an update,i got my 40free spins at R2 per spin on "Book of Elixir" and got a whopping R12 from those 40 spins at R2 per spin..lol So i think that about sums up my whole experience with 1Red Casino..So from this experience im sure you can make your own formal decition about this Casino..Again thanks to Casino Guru especially Mical and Nick for all the assistance,you Guys were never one sided and handled the situation on merit from both sides that sais alot about Casino Guru,and to the staff at 1Red Casino who eventually found my deposit ..thank you that.

Dear newme697310,

I completely understand your less-than-ideal user experience. However, it's worth noting that the situation that occurred wasn't really caused by the casino, as previously mentioned.

I understand your frustration, and in our digitally advanced society, we expect such errors to be extremely rare. Nevertheless, even though such issues are infrequent, no system is flawless, and regrettably, we still encounter instances of lost or misplaced deposits from time to time.

I can empathize with your feeling that the casino's offer doesn't quite provide full compensation. Nevertheless, I want to acknowledge and commend the 1Red Casino Support team for their willingness to assist you in this manner. While I would have been happier if you had won more, as you mentioned, receiving something is better than nothing.

If I may sum it up, Your missing deposit was later credited to your casino balance, and as a sign of goodwill, the casino has provided you with free spins to compensate for the unpleasant situation. All this seems like a fair approach to me.

I have my fingers crossed that you don't have to deal with such a situation again, and I wish you the best of luck in your future play.

I understand this probably does not fully align with your expectations, but considering all the circumstances, can we consider your issue to be resolved?

Hi,yes thank you Michal,still a loss yes but i will find another Casino to play at and give feedback when i do find that happy place to share with other members,unfortunately i will not be playing at 1Red casino again but hopefully they will change their ways and give better customer service and gameplay going foward,thank you again for all the assistance much appreciated..

Dear newme697310,

Thank you for the confirmation. You are of course free to choose a casino as you like. There really are a lot of options, feel free to check our recommended casinos in your area and I'm sure you will be able to find a casino that will align with your expectations better.

As the complainant confirmed that the main issue was solved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru