The player from Germany experienced a delay in withdrawing his winnings from the casino. He was informed that a deposit was required for verification, which he completed, but his withdrawal was still rejected due to missing documents. We attempted to assist by requesting further information and documents, but the player did not respond. Consequently, the complaint was rejected due to lack of response from the player.
21.Red Casino - Player’s withdrawal is delayed.
Amount: €400
21.Red Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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5 months ago
Translation
I have successfully verified my KYC but am still waiting for my withdrawal
Automatic translation:
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5 months ago
Dear Mophet,
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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5 months ago
Translation
Hello
First of all, thank you very much for your service...
Without something like casino guru, playing online would be even more frustrating...
so thanks
I have since been informed that I must first make a deposit in order to then request a withdrawal...!!??
and now I am a bit skeptical
Automatic translation:
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5 months ago
Thank you for your kind words.
Could you please advise if you accumulated your winnings with or without an active bonus?
Have you ever made any deposits into this casino?
Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
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5 months ago
Dear Mophet,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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5 months ago
Translation
Hi
I think they were free spins for the ask gambler voting.
've never played there before.
I have now made a 10€ deposit and requested a new withdrawal but nothing has happened yet.
Automatic translation:
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5 months ago
Could you please send me the screenshot or the exact link to the bonus you took?
Has your first withdrawal request been canceled or have you submitted more withdrawal requests?
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5 months ago
Translation
had received free spins for the nomination of the Ask Gambler rewards.
I have completely implemented the conditions.
then I was asked to make a deposit for verification and I did so.
Now the payment was rejected again because a screenshot of my mobile provider and a selfie with ID were missing...
Automatic translation:
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4 months ago
Have you submitted the missing documents? Please understand that it is necessary to complete all the verification checks before a withdrawal gets approved.
