1Red Casino - Pelaajan kotiutus viivästyy tilin sulkemisen jälkeen.

Casino Name: 1Red Casino

Amount in Dispute: £11,682.93

Country: United Kingdom

Type of Complaint: Withdrawal delay / Account suspension after jackpot win

Complaint Details

I am submitting this complaint regarding a withdrawal following a Sportsbook Network Jackpot win on this casino, which operates on the SoftSwiss platform.

On 6th February, I won £11,682.93 from a Sportsbook Network Jackpot. The winnings were credited to my account, and I submitted a withdrawal request. The withdrawal status showed as "pending."

Shortly after the win, the casino requested additional verification, including identity documentation, bank statements, and a live video verification call. I fully cooperated with all requests.

The video verification was completed on 12 February 2026 at 08:00 UK time via Google Meet. I was not informed of any issues during the call.

Following the verification:

• My account was suspended/disabled

• I have been unable to log in

• My withdrawal remains unresolved

• I have not received a formal rejection or breach explanation

I have sent multiple follow-up emails requesting:

Confirmation that my verification has been successfully completed

The status of my withdrawal request

Despite this, I have not received a clear response or timeline regarding my funds.

I am concerned about:

• The continued lack of communication

• The suspension of my account after a jackpot win

• The absence of a formal written decision regarding my withdrawal

I have fully complied with all verification requirements and remain willing to provide any further information if needed.

I’ve made complaints to softswiss as they run the network jackpot and I’ve sent an email to curacao licensing.

I am requesting Casino Guru’s assistance in obtaining clarity and resolution regarding the status of my withdrawal.

Important notice:

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Stay safe.

Dear Gazaholly27,

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.

• Has the casino indicated that the account closure might be due to any specific documents?
• Have you lost access to the account directly after the verification call?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Attila,

Thank you for your response and for reviewing my complaint. Please find my answers below:

• The casino has not indicated that the account suspension is due to any specific document issue. I was asked to provide identity documents, bank statements, and complete a video verification call, which I did on 12 February 2026. I was not informed of any problems during or after the call.

• Yes, I lost access to my account shortly after completing the video verification. The account status shows as suspended/disabled, and I have been unable to log in since.

• The winnings were accumulated without an active bonus. This was a Sportsbook Network Jackpot win. I logged in after receiving multiple emails from them about a cash reward and the money was there. I must have qualified for the jackpot with one of my stakes back in August 2025.

Since completing verification, I have not received confirmation of whether my account has been successfully verified, nor have I received a decision regarding my pending withdrawal.

I remain fully willing to cooperate if any further information is required.

Kind regards

Also it’s actually 13600 that’s sitting in my account as I placed bets with the 11600 and got it to that. The document reads 9600 because that was when I had a pending 4000 withdrawal which was eventually rejected as they will only do 1000 every 24 hours.

Am I still connected?

Dear Gazaholly27, thank you for providing the clarification. Have you contacted the casino customer support via email to ask about the reason why your account was blocked? If so, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.

Thank you for your patience and cooperation.

So they disabled the account before my video verification. I asked about it the next day having not seen the last bit in the email.

That Is the last communication I have had with them. They have ignored all my emails that I have posted above.

This was today on the 3rd march. As you can see, they redirect me to the email support and then ignore emails.

Dear Gazaholly27,

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, Jana (jana.k@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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

UPDATE.

I’ve just had second video verification after already having one 4 weeks ago. I was asked what 3 casino games I’ve played, which I couldn’t answer from memory. My account has been disabled for over a month, and I haven’t touched the site in that time too so I think this is poor from them. Although I answered deposit questions, bets placed etc so this should be more than sufficient to finally be verified and re-enable my account.

Dear Gazaholly27,

I genuinely empathize with your situation regarding your blocked account, and I am committed to assisting you in resolving this issue promptly. I will reach out to the casino to expedite the process.

Additionally, I would like to invite a representative from 1Red Casino to join this discussion to help address your concerns.

Dear 1Red Casino, could you please clarify the reasons for the player’s account being blocked? It would be greatly appreciated if you could provide any relevant evidence regarding this matter. You may share your statement and any supporting documents here or send them to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and for providing the requested information.

Kind regards,

Jana

UPDATE

Account has been reopened with the £13600 still there. I have just requested £1000 withdrawal so will update accordingly.

Dear Gazaholly27,

thank you for the update. Please keep us informed of any new development.

Received £2000 in 2 days so good progress.

Good afternoon Gazaholly27. I checked all the information and clarified it with my colleagues. Yes, unfortunately, there was a hitch on our part with checking your account and withdrawing funds. For my part, I apologize for this situation. I was able to clarify that you have successfully retested and the withdrawal of funds has resumed.

After a delayed start things are moving swiftly now so thankyou for that. Once all withdrawals are complete I’ll be leaving positive reviews where I can.

regards,

Gary

Dear Gazaholly27,

thank you for the update. Please keep us updated when you receive more funds from the casino.

£5000 of the £13600 withdrawn

Dear Gazaholly27,

thank you for the update. Please keep u informed when you receive more funds from the casino.

£8000 received so far

Dear Gazaholly27,

thank you for the update. Please keep us informed of any new development.

After today’s £1000 I will have reached the monthly limit of £10000. I still have over £5000 in there so can this be kept open?

Dear Gazaholly27,

thank you for the update. We will keep the complaint open until you receive all the payments. Please keep us informed of any new development.

Dear Gazaholly27,

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.

£12000 received so far.

Dear Gazaholly27,

thank you for the update. Please keep us informed when you receive more funds.

Dear Gazaholly27,

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

Dear Gazaholly27,

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,

Jana