The player from Germany, with a fully KYC-verified account, is experiencing delays with withdrawal requests totaling €25,000 after depositing €10,000. Although the casino's terms state that processing a withdrawal can take up to 48 hours, the player faces canceled requests and unhelpful support, claiming the casino is creating excuses to delay payment.
1Red Casino - Player's withdrawal is being delayed.
Amount: €25,000
1Red Casino
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8.4
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Case opened
Current status
Waiting for casino to reply
5d 23h 34m 16s
Case summary
yesterday
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1 month ago
Translation
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Hello,
I have a fully KYC-verified account with 1red. I have also made withdrawals in the past.
A few days ago, I deposited €10,000 and played it up to €25,000.
I tried to withdraw the money. According to the terms and conditions, the withdrawal limits are 5,000/10,000/30,000 (day/week/month).
Under "Withdrawals § 5" in the terms and conditions, it states that processing a withdrawal can take up to 48 hours.
However, now that I have won a relatively large sum, they are trying everything and finding excuses to not pay out my money.
Additionally, they are also canceling new withdrawal requests (keep in mind I have a daily limit of 5,000 and a weekly limit of 10,000).
They claim that I can request a new withdrawal 24 hours AFTER submitting the previous one!
This is complete nonsense and just an attempt to delay the withdrawal, increasing the chance that the player might lose their money again.
Some key dates:
Nov 4: €10,000 crypto deposits
Nov 4: First 5k withdrawal request (not sent)
Nov 5: Second 5k withdrawal (after 24 hours). This was canceled, as were all subsequent withdrawals.
KYC: Fully verified.
Wagering: Engaged with more than three times turnover.
Withdrawal method: Also crypto.
Support is not helpful at all. The response is always that I have to wait longer...
And the best part is that according to their own terms and conditions, they are not even allowed to make me wait 24 hours for a new withdrawal after one has been sent. Instead, I should wait 24 hours after I have requested the withdrawal.
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1 month ago
Dear NielsGambling,
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,
Veronika
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1 month ago
Translation
Hello,
The point is that the casino itself, according to its terms and conditions, undertakes to process and send out the withdrawal within 0-48 hours.
This time has now been exceeded without any justification.
I am also concerned about the unfair withdrawal conditions. On the one hand, it is said (also in the terms and conditions) that you can withdraw €5,000 every 24 hours, but in reality you have to wait until the existing withdrawal is processed at some point and then you have to wait another 24 hours. This is not described at all in the terms and conditions.
To me, this sounds very fraudulent and like a bad tactic because they hope that the player will lose his money again.
In addition, I also missed out on huge price gains with BTC. As a reminder, I deposited in BTC and wanted to withdraw in BTC. If the casino had stuck to its own terms and conditions and paid out the money within the 48-hour deadline, none of this would have been a problem.
And now I'm not getting any responses to my queries from support. I was told hours ago that VIP support would get in touch with me, but they never did and every query is ignored.
If a player violates a T&C, all sorts of guns are brought out and reasons are sought not to pay out. But if the casino violates its own T&C, then that's not a problem and you have to wait even longer than you already have to?
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1 month ago
Translation
Hello, I still haven't received any payout. My VIP manager no longer responds to my messages via WhatsApp.
This is fraud.
My (now) €35,000 are not paid out and are being held back.
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1 month ago
I'm sorry to hear about the issues you're facing and the lack of support response. I understand your concern, especially with the casino’s stated 0-48 hour processing time for withdrawals.
In some cases, withdrawals can take longer due to factors beyond the casino's immediate control, which is why we typically recommend waiting up to 14 days for funds to arrive. From our experience, most players do receive their withdrawals within this timeframe, though we agree that it feels lengthy in today’s digital age.
To assist you further, could you please clarify whether your first withdrawal request from November 4 is still being processed or has it been canceled by the casino?
Additionally, could you let me know if you’ve had any successful withdrawals from this casino in the past?
Finally, please specify which types of games you played—were they slots, live casino games, or sports bets?
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1 month ago
Translation
Good evening.
Yes, the payment request from a week ago (November 4th) is still "pending". I have not received any credible arguments as to why it is still being processed. They are just wasting time with excuses.
Yes, I have already made two successful withdrawals in the past. These were on September 16, 2024 (€74.40) and September 1, 2024 (€357.12)
I played slots, live casino (Evolution - BlackJack) and placed a (lost) sports bet of €150.
I believe that the casino wants to delay my payout in BTC for as long as possible because the Bitcoin price is rising. The casino has already stolen 25% of my price gains and thus several thousand euros due to the deliberate delay.
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1 month ago
Translation
Hello.
My withdrawal has still not been processed and I have not received any feedback regarding my withdrawal (why it is still pending).
I just wanted to add that I also did not play with a bonus and did not use any deposit bonuses.
Best regards
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1 month ago
Hello,
i have now received my withdrawal of €5000 and additional €10000 (15k€ in total now.)
I would like this complaint to remain open because I still have 20500€ in outstanding withdrawals that 1Red will hopefully pay out on time this time.
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1 month ago
Thank you for keeping me updated. I am glad to hear that you received the first part of your winnings. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
Dear NielsGambling,
My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.
Now, I would like to invite 1Red Casino representative to join this conversation.
Dear 1Red Casino, could you please provide more information about this case?
Looking forward to your reply.
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4 weeks ago
Hi Dear CasinoGuru Team!
Thank you for informing us about the complaint.
The fact is that we needed a little more time to check the game activity and the player's documents, because the security of the player's account is a priority for us.
On 14.11.2024, we confirmed the player's cashout, which he expected and which is mentioned in the player's complaint, namely 5000 EUR.
In addition, also on 14.11.2024, we confirmed two more cashouts of our client, namely 10,000 EUR in total.
This means that on 14.11.2024 we confirmed cashouts for a total of 15,000 EUR, made concessions and confirmed the amount above the specified limits, as the waiting time for the first cashout was exceeded.
Also, 18.11.2024 we approved another cashout for 5000 EUR.
All other cashout requests will be processed according to the limits specified on the website.
Therefore, we consider the situation settled.
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4 weeks ago
Dear 1Red Casino,
thank you for your prompt reply.
Dear NielsGambling,
could you please confirm whether you have received any of the payments to date?
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4 weeks ago
Translation
Hello,
1Red's statements are consistent.
I would like this complaint to remain open as I still have €15,500 in pending withdrawals that 1Red will hopefully pay out on time this time.
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4 weeks ago
Dear NielsGambling,
thanks for the update. I will maintain this complaint as open until you acknowledge the receipt of the remaining funds.
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3 weeks ago
Translation
I received another payout of €5000 on November 19, 2024.
Currently, I am still waiting for a total of 10500€ (2x 5000€, 1x 500€)
I will keep you updated.
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3 weeks ago
Translation
@1red can you please tell me the date on which my pending withdrawals will be processed? (Given the limits)
So I know when it will finally be processed.
Unfortunately, I haven't received any response from my VIP manager again.
Thanks.
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2 weeks ago
Dear CasinoGuru Team and NielsGambling,
We would like to inform you that we confirmed the player`s cashout for 5000 EUR 02.12.2024 as soon as the monthly and weekly limits were updated.
Now, the client is waiting for the confirmation of another 5000 EUR. Due to the daily cashout limits, this amount will be confirmed in the next few hours.
In case you have additional questions, please let us know.
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2 weeks ago
Hello,
I am actually waiting for 2 more withdrawals (5000€ and 500€).
Also, against 1Reds statement, I have not received a payout today (they said „in the next few hours").
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1 week ago
Translation
Hello,
only as an update:
I cancelled my one pending €5000 withdrawal and played with it. Now I have pending withdrawals worth €15900 (3x €5000, 1x €900)
I also had a loss limit set up so that I wouldn't lose my winnings.
Edited
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1 week ago
Dear CasinoGuru Team,
We would like to inform you that we have confirmed cashouts for the amount of 10000 EUR during this week as per weekly cashout limits.
The next cashout will be confirmed when the weekly withdrawal limit is updated.
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5 days ago
Hello, im now waiting for 1x 5000€ and 1x 900€ withdrawal from 1Red.
After that, everything has been paid.
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yesterday
Dear 1Red Casino,
thank you for the update.
Dear NielsGambling,
could you please confirm if you have received the remaining funds at this time?
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yesterday
I haven’t received the outstanding 5.900€. It’s still pending.
All the other payments mentioned by 1red have been received
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yesterday
Dear NielsGambling,
thanks for your prompt reply.
Dear 1Red Casino,
would you kindly clarify the reasons behind the additional delay regarding NielsGambling's withdrawal?
1Red Casino has 5d 23h 34m 16s to reply
