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I made a large profit (€520,000). Payouts of the first €120,000 went well and quickly. But now the payout times are very long. In April, a payout of €5,000 took a full four weeks. Between April 2025 and now, according to the terms and conditions, a payout of €45,000 would have been possible, but because of the very long wait, it was only €8,000, according to my manager, the finance department is at full capacity. I am still waiting for a response to my request for a higher payout limit, as stated in the terms and conditions (payout point 5). A request to possibly pay out a higher amount has been rejected. I can understand that the tax authorities have a lot to do, but this cannot be at my expense. I won the money normally and now I REQUEST a solution.. Kind regards

Ich habe einen grossen Gewinn ( 520 000 € ) gemacht. Auszahlung der ersten 120 000 € liefen gut und schnell. Jetzt aber sehr lange Auszahlungszeiten . Im April dauerte eine Auszahlung von 5000 € ganze 4 Wochen. In der Zeit von April 2025 bis jetzt wären laut der AGB 45 000 € Auszahlung möglich gewesen , durch die sehr lange Wartezeit waren es dann nur 8000 € Aussage meinen Managers , Finanzabteilung ist ausgelastet. Weiterhin warte ich auf eine Antwort meiner Anfrage eines höheren Auszahllimit Wie es in den AGB steht ( Auszahlung Punkt 5 ) Eine Anfrage evtl einen höheren Betrag auszuzahlen wird abgelehnt. Ich kann verstehen das die Finanzbehörde viel zu tun hat aber das kann doch nicht auf meine Kosten gehen. Ich habe das Geld regulär gewonnen und BITTE jetzt um eine Lösung.. MfG

Dear Sven.gr,

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.

Dear Sven.gr, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please provide me with a history of your withdrawals?

Also, are you withdrawing according to any specific withdrawal limits, or not?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

Hello ,

I will answer your questions via email

Hallo ,

Ihre Fragen beantworte ich über die Mail

Dear Sven.gr, has the casino provided any reason for reducing your withdrawal limits?

Have you received any response regarding your request to increase these limits?

Have there been any movements or updates regarding your withdrawal requests?

I have not received any communication from the casino about this matter. Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Hello ,

I have already replied by email

Hallo ,

ich habe bereits per Mail geantwortet

Thank you very much, Sven.gr, for providing the necessary information. I will now transfer your complaint to my colleague Pavel ([email protected]) 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.

Hello, Sven.gr!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: [email protected]. It will not be shared with anyone, including the player. Thank you!

Hello and nice to hear, a solution must be found urgently.

This simply cannot continue

LG Sven

Hallo und schön zu hören , hier muss jetzt dringend eine Lösung gefunden werden.

So kann es einfach nicht weiter gehen

LG Sven

Hello, dear CasinoGuru team!

Thank you for letting us know about your complaint.

Regarding the situation that happened: we did have different withdrawal limits before and the player withdrew according to the old limits without any delays. As you can see on our website in April, we changed the withdrawal limits and the limits now depend on the player's activity, that is, the higher the player's level, the higher his withdrawal limits. The player has been informed that if he wants to get higher limits, he needs to get a higher level.

In May, we conducted additional verification of the player with the provider and other departments, which is why there were some delays, but now the player is receiving withdrawals according to the updated limits.

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

Best regards,

1Red Casino Team

Hello, so far so good. That just means if I keep playing I get a higher payout limit. It doesn't matter how high my winning limit was? I understand that player checks are carried out, but this cannot be done at the expense of the players. Simple calculation: From April 2025 to today, according to the limits, a winnings payout of €60,000 would have been possible, but only €15,500 was paid out (due to long waiting times). The last payout also took 12 days. A request to Red Casino about a higher one- or two-time payout amount of €30,000, as stated in the terms and conditions, has so far remained unanswered.

If that were still possible, I would be happy.

Appendix to the General Terms and Conditions refers here to point 11

Best regards

Sven

Hallo , soweit so gut . Das bedeutet nur wenn ich weiter Spiele bekomme ich größere Auszahllimit. Es ist egal wie hoch mein Limit beim Gewinn war ? Ich verstehe das man Überprüfungen der Spieler macht nur kann das nicht auf den Rücken der Spieler gemacht werden kann Einfache Rechnung : Seit April 2025 bis heute wären nach den Limits eine Gewinnauszahlung von 60 000 € möglich gewesen , ausgezahlt wurden aber nur ( wegen langer Wartezeiten ) 15500 € Auch die letzte Auszahlung dauerte wieder 12 Tage. Eine Anfrage bei Red Casino über einen höheren ein bis zwei maliger Auszahlungsbetrag , wie es in den AGB steht von 30 000 € ist bis jetzt unbeantwortet.

Sollte das dennoch möglich sein wäre ich zufrieden.

Anhang der AGB hier gemeint der Punkt 11

Viele Grüße

Sven

Hey, Sven.gr, although I do not fully understand why only 15 500 EUR was paid out since April and not 20 000, but most probably it was due to already mentioned verification delays. I can see that in the German version of terms there is still 30 000 mentioned in the rule 11, however, in the English version (which prevails) it is 10 000. I believe that you must either increase your loyalty level to receive higher limits or withdraw 10k monthly. Also, try to request the maximum amount of 1000 EUR for 10 days one after another so you withdraw it as fast as possible.

Hello, I've been verified for a long time. The first €100,000 were paid out quickly. But since April there have been repeated long delays. According to my VIP manager, my withdrawal limit is €2,000. Requesting a withdrawal every day is not possible because the previous request is only possible after the previous request has been approved. Example: I request a withdrawal amount on Monday and then it is still pending processing the next day; a new request is immediately rejected. I was unable to submit another request in April (payment took four weeks) during this four-week processing time. Currently, I have requested a withdrawal of €2,000 on June 7th, which was paid today, which means I can only request it again tomorrow... It doesn't matter because there are two weeks in between. I would be very grateful if you could clarify a larger one-off withdrawal amount.

Greetings Sven

Hallo , Verifiziert bin ich ja schon lange. Dier ersten 100 000 € wurden ja auch schnell gezahlt. Nur seit April kommt es immer wieder zu langen Verzögerungen. Mein Auszahllimit liegt laut meinen VIP Manager bei 2000 €. Jeden Tag eine Auszahlung anzufordern geht nicht da erst wieder nach Genehmigung des vorhergehenden Antrag möglich ist. Beispiel : Ich beantrage Montag einen Auszahlungsbetrag der dann am nächsten Tag noch auf Bearbeitung steht , wird ein neuer Antrag sofort abgelehnt. Ich konnte im April ( Auszahlung dauerte 4 Wochen ) in dieser 4 wöchigen Bearbeitungszeit keinen weiteren stellen. Aktuell habe ich zum 7.Juni 2000 € Auszahlung beantragt der heute gezahlt wurde , bedeutet ich kann erst morgen wieder beantragen...Es ist egal da da 2 Wochen dazwischen liegen.. Über eine Abklärung Ihrerseits über einen grösseren einmaligen Auszahlungbetrag wäre ich sehr Dankbar

Gruß Sven

1Red Casino Team, is it possible to set up player's withdrawal limits in such a way that they can withdraw maximum monthly allowed amount? It seems that with their daily limits and possibility to have only one active withdrawal at a time they cannot withdraw according to this limit.

Hello,

This month, the player receives withdrawals according to the limits, and over the weekend he successfully received 2 withdrawals.

The next withdrawals will be made according to the available limits.

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

Best regards,

1Red Casino Team

Hello dear team,

I admit that the payouts are going pretty well again at the moment, and I'm happy with it. My original question, however, hasn't been answered. In April 2025, I received a payout of just €5,000 from the potential €40,000 payout, according to the terms and conditions, because of the four-week processing time. According to the terms and conditions, Red Casino reserves the right to pay out a higher amount for larger winnings (German terms and conditions: €30,000 - English terms and conditions: €10,000). My question is, can that happen to me? My winnings were €520,000, and the outstanding amount is €378,000.

I think a one or two special payments as compensation for April could be a good agreement for both sides

Best regards

Sven

Hallo Liebes Team ,

ich gebe zu das es momentan wieder ganz gut mit den Auszahlungen klappt und ich so zufrieden bin. Nur meine ursprüngliche Frage ist nicht beantwortet. Im April 2025 habe ich von , nach den AGB, mögliche Auszahlung von 40 000 € wegen der 4 wöchigen Bearbeitungsdauer gerade mal 5000 € ausbezahlt bekommen. Laut den AGB behält sich red casino vor bei höheren gewinnen eine höhere Summe auszuzahlen ( Deutsche AGB 30 000 € - Englische AGB 10 000 € ) Meine Frage ist einfach ob des nicht bei mir passieren kann ? Mein Gewinn war 520 000 € noch zu Zahlung offener Betrag 378 000 €

Ich denke eine 1 oder 2 malige Sonderzahlung als Ausgleich für April könnte für beide Seiten gutes Abkommen gehandelt werden

Viele Grüße

Sven

Sven.gr, I do not know the exact date on which the casino had changed their terms from 30000 to 10000, but at the moment the actual limit applies. The casino reserves the right to apply it on the basis of the prevalence of the English version above the German version.

I also believe that it would be a good idea to match the April withdrawal with one of 5000 now, since the player had withdrawn only half of the limit then, but I do not think that the casino is bound to do this since the delay was caused by other factors, so I will leave it to their discretion.

Also, Sven.gr, given that the disputed amount of this complaint is substantial, it would take quite an extensive time period for you to withdraw the whole balance. While we can do so, it would be inefficient for us to hold the complaint opened this long. The way we do this in such cases is closing the complaint as resolved, and then, if player has any delays again, they can come back and ask for the reopen, and then we would ask the casino for reasons behind such delays. Would this be a suitable way of dealing with it for you?

For me, that would obviously be a sign of trust. I was expecting €10,000, but that's OK. Especially since Red Casino stated that the player's verification was completed in May. The waiting period, however, was in April.

I don't know if Red Casino would do that, but it would certainly be fair. Thank you for your help, and I certainly agree with the suggestion. Payouts are currently very fast, so let's hope it stays that way.

Thanks and greetings

Sven

Für mir wär das natürlich ein Vertrauensbeweis , ich ging zwar von 10 000 € aus aber ok. Vor allem weil Red Casino ja schrieb das eine Überprüfung des Spielers im Mai geschehen ist. Die Wartezeit war aber im April.

Ich weis nicht ob Red Casino das machen würde , wäre aber sicher fair. Ich danke für die Hilfe und bin natürlich mit dem Vorschlag einverstanden. Zur Zeit läuft die Auszahlung ja sehr zügig, hoffen wir das es auch so bleibt

Danke und Gruß

Sven

Hello,

The player receives his withdrawals according to the available limits. Therefore, I think we can stick to your option and, if necessary, the player will be able to reopen the complaint, but we don't think this will be necessary.

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

Best regards,

1Red Casino Team

Thank you 1Red Casino Team!

Sven, I hope that your payouts continue to be swift and timely. Now, I am closing the complaint according to our agreement. If there are any delays or any other problems, do not hesitate to send the reopen request!

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru