32Red Casino UK - Player's account is locked with delayed withdrawals.

It's been nearly 2 months since my account on 32red has been locked. I came to withdraw my winnings totaling £1699.00, but upon doing so my account went into a lockdown.

Since then, I have submitted all requested documents, ranging from pension slips, passport, bank statements AND payslips. My most recent submission being the bank statement being over 12 days ago now. I formally filed a complaint almost a month ago now, I have sent multiple e-mails for updates with no responses, and I get regularly ignored when I try to contact the live chat.

Genuinely at a loss with what I should do at this point. Any advice/support is greatly appreciated.

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Dear RyanF321,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?
• What specific reason was given for the lockdown of your account and additional verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hi Petra,

thanks for reaching out. I focused on Blackjack Automated table, with no active bonuses.

As for the reason, I wasn't told specifically why my account was being locked, other than just needing to verify my account.

Kind regards

Ryan

Thank you for your reply and for providing the previous details, RyanF321.

• Have you received any updates or feedback after your most recent document submission over 12 days ago?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear RyanF321,

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.

Hi Petra,

I was since asked to submit documents again. I have submitted fresh bank statements that cover the timeframe they asked for.

i also provided a bank statement dated within the last 90 days to prove my address which i was told would be diffident evidence over live chat and e-mail.

Thursday will be the 2 week mark since I submitted those documents.

Thanks,

Ryan

we’ve now hit the 2 week mark and I still haven’t heard anything. Contacting the live chat results in the same pre-made message from a live agent.

Dear RyanF321,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite 32Red Casino UK representative to join this conversation.

Dear 32Red Casino UK,

Could you please provide clarification regarding this case?

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We are now 3 weeks into me submitting my documents and I haven’t heard ANYTHING from 32Red. After messaging the ai chat bot I am met with the following…

‘Your documents are usually reviewed within 1–3 working days (up to 72 hours), though delays can happen during busy periods. If your documents have been pending for over 3 weeks, please check the status of your verification on your Verify Account page.’

I have come to check the ‘Verify Account’ page and there is nothing new or updated. after speaking to an agent I have been told…

‘I am sorry about this, unfortunately they are still waiting to be reviewed by the team, I know there is a backlog but I do apologise for this taking this long’.

Bear in mind, one of the documents is to only verify my address, which isn’t rocket science as it’s no different to ANY of my other documents but it still hasn’t been confirmed.

Dear player,

Thank you for the update.

I would like to inform you that I have contacted the casino outside of the public complaint thread through our internal communication channels and am currently awaiting their response.

For this reason, I am extending the timer by an additional 7 days to allow the casino sufficient time to provide an update regarding the status of the verification process and the pending withdrawal.

Thank you for your patience. I will keep this thread updated should I receive any new information.

Dear Ryan,

Unfortunately, despite multiple attempts to contact the casino through our available communication channels, we have not received any response regarding your case.

As the casino has failed to cooperate and provide clarification within the given timeframe, we are closing this complaint as "unresolved".

Please note that an unresolved complaint may negatively affect the casino's Safety Index and can encourage the operator to review the matter internally.

Since 32Red Casino UK operates under a UK Gambling Commission licence, we recommend that you escalate your complaint to the relevant Alternative Dispute Resolution (ADR) body or contact the UK Gambling Commission for further guidance if you have not already done so.

We are sorry that we could not be of more assistance on this occasion. Should the casino decide to respond in the future or provide new information, the complaint can be reopened at any time.

Thank you for your patience and cooperation throughout the process.

Kind regards,

Barbora

Casino Guru