1Red Casino - Player’s withdrawal has been delayed.

Account verified. Withdrawal of £600 was accepted on 9th November. Bank statement showing withdrawal not hitting my account was submitted on 20th. I keep getting told to just wait for a response from the relevant department.

Dear mncvc4ywwr,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear mncvc4ywwr,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I have been emailed and told to contact my bank with details of a RNN that they have provided. It has apparently been processed on their side.

After speaking with my bank they have advised that they would normally receive a ARN to trace a visa payment. They have tracked on their end and on the visa transactions, which they have access to. They have been quite firm and advised that this transaction not been processed. They 1Red need to do a track and recall on this transaction and also provide me with the receipt that it was processed. I have advised 1red of this also.

Dear mncvc4ywwr,

Would it be possible for you to forward your withdrawal history, along with the communication between you, the casino, and the bank, to nikolas.b@casino.guru for further review?

Looking forward to your response.

Best regards,

Nick

Thank you mncvc4ywwr for all the information provided. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello mncvc4ywwr,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear 1Red Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Dear Casino Guru,

We are reaching out to address a complaint from one of our players regarding a delayed withdrawal transaction. The player initiated a withdrawal on 9 September. However, they have informed us that the funds have not been credited to their bank account.

As part of our commitment to resolving this issue, we promptly provided the player with the transaction reference number which they were instructed to submit to their bank for tracking the payment. We are currently awaiting their response regarding the feedback from their bank.

Best regards,

1Red Casino Team

Hi,

I have gone bank to 1Red numerous times to say that the RNN provided meant nothing to my bank. My bank have instructed 1Red to track and recall the payment. 1Red need this communication from my bank, which they received but have still not tracked and recalled. Emails to 1Red appear generic.

I have been contacted by 1Red to say there was a technical issue with my withdrawal and it has to be withdrawn by bank transfer. I have had to send more documents to verify this payment method. Hopefully this works now but this seems like delay tactics. Very poor site that I would recommend people stay away from.

Greetings all.

Thank you, 1Red Casino, for explaining the situation.

Dear mncvc4ywwr, let us know please whenever you receive the withdrawal.

Best regards,

Romi

Today, 9th December, I received my withdrawal.

thanks so much for your help.

I would advise anyone waiting on a withdrawal to not give up. I believe without being persistent, I would not have received the funds.

Thank you, mncvc4ywwr, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru