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Disputed Amount: £1,200

Date of Request: 2nd December 2025

I am filing this complaint due to an unreasonable delay in paying out my winnings of £1,200 (two pending withdrawals: £300 from Dec 2nd and £900 from Dec 3rd).

The Facts:

I am Verified: I have successfully withdrawn from this casino before (Nov 28th). My verification tab shows all documents approved with green checkmarks.

My Account is Clean: I forfeited all bonuses. My wallet shows "Locked by bonus: 0 GBP". These winnings are from cash deposits.

The Casino is Stalling: I have been given conflicting excuses (Workload > Technical Issue > Verification > Technical Issue).

The Evidence of False Claims:

The VIP Manager claimed via email that "technical issues affect ALL payment methods." However, I have attached proof that:

Deposits are working fine: Their deposit screen shows Visa, Revolut, and Crypto are all active.

Alternative Methods Exist: My transaction history shows they have previously paid me via "Santeda International" and "Mifinity." They have the ability to pay manually but refused my offer to switch methods.

Resolution Requested:

My withdrawal has been pending for 7 days with no valid reason. I request that 1Red process the £1,200 immediately via Manual Bank Transfer or Crypto, as my account is fully verified.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cem3283,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

URGENT UPDATE: DAY 8 - PROOF OF STALLING/CONTRADICTION

​Dear Administrator,

​I am uploading four screenshots of my email chain and account history, which prove the casino is stalling:

​Proof 1 (Request): The VIP Manager asked for my bank statement.

​Proof 2 (Compliance): I sent the statement immediately.

​Proof 3 (Lie): The casino's final response claimed the 9-day delay is due to "fraud prevention."

​Proof 4 (History): My account shows a previous accepted withdrawal of £700, demonstrating that my account has already passed all previous security/fraud checks.

​The current excuse ("fraud prevention") is directly contradicted by my successful payment history and my full document compliance. Please intervene based on this clear evidence of non-cooperation and stalling tactics.

Evidence of Admission: The VIP Manager explicitly states here that the delay 'has nothing to do with any of your previous requests' (referring to my safety concerns). She admits the delay is purely 'procedure' (workload). Since there is no security investigation active, holding my funds for 11 days is a breach of terms and Unfair Commercial Practice.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cem3283,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila