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Withdrawal taking over 11 days now and i am a verified vip customer

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• When have you completed account verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi Tomas,

No I have not had a withdrawal from the casino before,

My account was verified 16th December.

No i didnt use a bonus for my winnings.

I have been contacting them every day and all they keep telling me is to be patient and they are working on it.

I have attached some of the emails

Thanks for sharing the information with me.

Did the casino process your payout since your last post?

Please let me know.

no they have still not processed the payment still saying the same thin.

Chris

Dear CSinclair90,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Hadi (hadi.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear CSinclair90,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 1Red Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 1Red Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

Dear CasinoGuru,

We would like to inform you that the player received his withdrawal a week ago, on January 8.

If necessary, we can provide proof by email.

If you have any further questions, we will be happy to answer them.

Best regards,

1Red Casino Team

Dear 1Red Casino Team,

Thank you for the update.

Yes, please send the proof of payment directly to my email address at hadi.a@casino.guru so I can verify the information and proceed with closing the complaint.

Dear Hadi,

We just sent it to your email, please check it.

Best regards,

1Red Casino Team

Dear 1Red Casino,

Thank you for your response and for your email.

Dear CSinclair90,

We would appreciate your confirmation before we can close this complaint as resolved. We will wait for your response for the next 7 days.

If we do not hear back from you within this time, we may have to close the complaint as rejected.

Thank you both for your cooperation, and we hope to reach a satisfactory resolution soon.

Best regards,

Hadi

Dear CSinclair90,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Hadi
Casino.Guru