1Red Casino - Player's withdrawals are delayed and unprocessed.

I tried this casino on your rating of 8.4 and at first it was good and good selection of games and enjoyed playing there, however I had a few

wins and I decided to continue playing here, and one

withdrawal came through, and then another one, and didn’t really think about the rest as I said probably come through, however I notice that few

other withdrawals were been paid before the older one, I was given vip

manager and ask him what’s happening with other withdrawals and

he said they will come through give them 5/7 days which I did, but never happened, and

vip manager keeps

telling as soon as here from finance dept he will be in touch, that’s over 9 days ago and still no

sign of

my money, I still use this casino, but it’s wearing thin with them now, I told vip manager Dominic that if my money is not

in my account but 1st Jan.

I would be making a complaint and leaving review on casino guru, and he keeps

asking me to wait, but not telling me why and what’s going on with my withdrawals

Dear cuan45,

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi thanks for reply.

account is verified and Vip manager (Dominic)keeps telling me been investigate and soon he will have it all sorted and money in my accounts that was 8/9 days ago, and guess what still not sorted, it’s now going on 21 days and nothing, while I do understand that delays can happen and like the casino, I told Dominic that as of 31st Dec I won’t be making anymore deposits until I have my money in my bank, not like they had to wait for my money!

I keep email VIP manager but it’s the same old stuff wait been investigated, but what’s been investigated I have no idea, it’s not like they do t have my details as I have got some withdrawals.

not sure what to do from here.

Some screen shots for you viewing these and some of the ones still waiting for