1Red Casino - Pelaajan kotiutus viivästyy liiallisen varmennuksen vuoksi.

They are making unreasonable verification requests. The website clearly states they want to see a screenshot of the deposit and the amount deposited. Now they are demanding to see the exact time the deposit was made, my full name on the transaction (what??) and the other things that are stated on the website.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please specify if you contacted your bank and requested to issue an official proof of deposit made to the casino with your name on it, as requested by customer support?
• Have all your identity documents been approved and verified by the casino so far?
• Which additional documents have you been asked to provide most recently by the casino?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?

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

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear rk88ty8y9693,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.