The player from Germany had won €900 at 1Red Casino and successfully verified his ID and credit card but faced rejection of his address proof. Despite submitting various documents, including utility bills and official letters, none were accepted. He needed assistance with the verification process to withdraw his winnings. The complaint was rejected due to the player's lack of response to our messages and questions, preventing further investigation.
1Red Casino - Player’s withdrawal is delayed due to a verification issue.
Amount: €900
1Red Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
Public
Public
4 months ago
Translation
Hello everyone,
Unfortunately I have a huge problem with 1 Red Casino.
I created an account yesterday, no problem, when I won €900 I went through the verification process.
Traveler's card was accepted, as was my credit card... an invoice on which my address was clearly stated was simply not accepted!
Electricity bills, telephone bills, letters from the court and even from the doctor, I am at my wits' end and urgently need support
Best regards
Bruno E.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 months ago
Dear bruno0505,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that only your proof of address has not yet been approved by the casino? When exactly did you send your utility bills to the casino for verification? What is the current status of these documents? Have you provided them on time and in the correct format?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
