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I have two problems with the casino. My account is fully verified. My bank reversed my first withdrawal on April 16. I immediately provided the bank details to the casino. The money hasn't been found yet. It's about €500. Next problem. The casino says withdrawals will take a maximum of 24 hours. My withdrawal hasn't been processed for three days. €1,100. I still have €1,900 outstanding. Unfortunately, I can't withdraw because I've exceeded my daily limit. People in the chat always say the same thing: wait, be patient.

Ich habe Zwie Probleme mit Casino. Mein Konto ist vollständig verifiziert. Mein Bank hat erste Auszahlung am16.04 zurück gebucht. Nachweise von Bank habe ich bei Casino sofort verfügbar gestellt. Geld ist bis heute noch nicht gefunden worden. Es geht um 500 Euro. Nächste Problem. Kasino schreibt das Auszahlung max 24 Stunden dauert. Meine Auszahlung ist seit 3 Tagen noch nicht bearbeitet. 1100 Euro. Ich habe noch 1900 Euro offen. Kann ich leider nicht auszahlen weil überschnitte ich tägliche Limit. Chat Leute schreiben immer das selbe warten, Geduld haben immer das gleiche

Dear annaheidswier,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I still haven't received any money. No withdrawal, and no money that my bank has refunded. Nothing. Since April 16, 1red Casino has been looking for money that my bank has refunded. I can't stand the wait any longer. My withdrawal has already taken three days and hasn't been processed.

Ich habe immer noch kein Geld bekommen. Keine Auszahlung und kein Geld was mein Bank zurück gebucht hat. Nichts. Ab 16.04 sucht 1red Casino Geld was hat mein Bank zurück gebucht. Es ist nicht mehra auszuhalten das warte Zeit. Meine Auszahlung dauert auch schon 3 Tage und würde nicht bearbeitet.

I received money, but 500 euros have not yet been found.

Ich habe Geld erhalten. Aber 500 Euro haben sich noch nicht gefunden

Dear annaheidswier, has the casino provided any update regarding the status of the missing €500?

Did your bank confirm that the funds were successfully returned to the casino?

Could you please share your communication with the bank?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I sent everything by email to Please confirm that everything has arrived. Thank you.

Ich habe alles per Mail verschickt an dominika.l@casino.guru bitte es mir bestätigen dass alles angekommen ist. Danke

Why don't you answer anymore?

Warum antwortest du nicht mehra ?

Dear annaheidswier, has the casino provided any further updates regarding this issue since our last communication? Could you please let me know if there are any new developments or if the casino has made any progress in locating the funds?

Still no money

Immer noch kein Geld

Thank you very much, annaheidswier, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear annaheidswier,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 1Red Casino representative to join this conversation.

Dear 1Red Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

I'm waiting.

Ich warte.

Dear CasinoGuru Team,

We would like to confirm that this request is being worked on, but completing the full response requires some additional time due to internal procedures that must be followed carefully.

Our team is doing everything possible to handle the situation promptly. We truly appreciate your patience and understanding while we finalize this matter.

Best regards,

1Red Casino Team

Yes, of course. The bank refunded the money on April 16. This waiting time isn't normal. And when I ask where my money is, I get an answer that asks if I'm addicted to gambling?! I want my money back.

Ja klar. Bank hat am 16.04 Geld zurück gebucht. Das warte Zeit ist nicht normal. Und den wen ich Frage wo ist mein Geld kriege ich Antwort ob ich spielsüchtig bin ?! Ich will mein Geld zurück haben

Dear 1Red Casino,

We will be waiting for your response.

Thank you for your cooperation.

Today is 27.05 my money is still not there

Heute ist 27.05 mein Geld ist immer noch nicht da

The casino still hasn't refunded my money. I've been waiting almost two months.

Casino hat mir immer noch kein Geld zurück gebucht. Ich warte fast zwei monate.

I still haven't received my money back

Ich habe immer noch kein Geld zurück bekommen

Dear Casino Guru Team,

We have thoroughly reviewed the case and would like to confirm that the withdrawal in question was successfully processed from our side. The transaction was completed successfully and the funds were not returned to us. All procedures were completed correctly, and we have previously provided the player with a payment receipt confirming this.

As the transaction has been finalized on our end and no issues were detected, we kindly suggest that the player contacts their bank directly to investigate further, as the matter appears to fall outside our scope of responsibility.

We appreciate your assistance and remain available for any additional clarifications.

Best regards,

1Red Casino Team

That's not true. I was supposed to send you all the documents. I did, I checked my bank statements. The bank also sent me proof of the refund. I also sent everything to you by email. I ask every day by email how far the processing has progressed, and every day I get an answer. That I should wait, my case still hasn't been processed. I haven't received any receipts from you. What's being written here is a lie.

Es stimmt nicht. Ich sollte euch alle Unterlagen senden. Habe ich gemacht Konto Auszuge. Bank hat mir auch Nachweise zurück Erstattung gesendet. Habe ich auch euch per Mail alles zusammen gesendet. Ich Frage jeden Tag per Mail wie weit ist das Bearbeitung und jeden tag habe ich selber antwort. Das ich warten soll, meine Sache ist immer noch nicht bearbeitet. Ich habe keine Belege von euch erhalten. Es ist eine Lüge was hier geschrieben wird .

Dear annaheidswier,

Please note, that it is important to provide casino with original, unedited documents.

If you believe, you submitted bank statement and the mentioned proof of the refund in the appropriate form, please forward me the communication to miroslava.d@casino.guru for review.

Thank you.

Dear annaheidswier,

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.