The player from the United Kingdom faced delays in withdrawing £5,000 from 1RED Casino. Despite having a verified account, the casino support provided inconsistent responses and exceeded their 48-hour processing timeframe. The player eventually received his winnings after his VIP Manager escalated the issue to the finance team. We marked the complaint as resolved.
1Red Casino - Player’s withdrawal has been delayed.
Amount: £5,000
1Red Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Hello Casino Guru,
1RED Casino is not processing/paying out my Withdrawal totalling 5000 GBP. My account is verified but I get non sensical responses from Support ranging from "it will be done with 24 hrs" to "its being processed and we don't when it will done".
There terms and conditions state that all Withdrawals will be processed within 48 hrs but I'm already past that.
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3 months ago
Dear Morpheuscali,
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 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.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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3 months ago
Thanks Tomas. Its been 3 days now. I have a verified account, no deposit bonus used etc.
The withdrawal is just sitting there as "Pending" with standard template responses from Support. I will continue to wait, not that I have a lot of options honestly.
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3 months ago
I received my withdrawals today in full after my VIP Manager escalated this to the finance team. The withdrawal was approved at 9 in the morning and money arrived by 3 PM so this wasnt really a banking issue.
Total time taken 4.5 days instead of the promised < 48hrs. Not happy as there was no clear response by support except by the VIP Manager Gabe (which I sincerely appreciate).
This nerve wracking delay has left a sour taste.
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3 months ago
Dear Morpheuscali,
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,
Tomas
Casino.Guru
