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My account is fully verified and I have made multiple successful withdrawals. My latest withdrawal was on 18/09/2025 for £1000 and £500 both approved then cancelled due to "technical reasons" the following day I was told via email and by my VIP manager to use an alternative payment method bank transfer and to upload a document containing the IBAN and Swift code which I did and was quickly verified and confirmed by my VIP manager. I made a withdrawal request of £1400 using this new alternative payment method and kept £100 in my account to play with, my withdrawal of £1400 was rejected few times and they accused me of putting the IBAN number in incorrectly which was untrue because I verified it with my VIP manager by a screenshot via telegram. My VIP manager asked me to request a withdrawal again and that everything looked good after I pleaded with him and showed proof I am not making a mistake, 3 days of pending later my withdrawal of £1400 was rejected again due to "technical reasons" and to use a bank transfer method (IBAN swift code) exactly what they just rejected. I feel like they have no intention of paying my withdrawal and just want to keep me on a merry go round. Please help.

Dear player,

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 the 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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

I requested another withdrawal on the 22/09/2025 (IBAN) bank transfer, and told to wait 5 business days. 5 business days later on the 30/09/2025 it was once again rejected. I was told "your bank rejected the withdrawal" by VIP friend, the same bank I have had multiple successful withdrawals on. After being told to use another bank I submitted another withdrawal request on the 30/09/2025 and still I have not received my winnings.

After saying my bank rejected the withdrawal I asked for a receipt or transaction number which they still haven’t provided instead I had to twice provide a bank statement as a proof of nonpayment. I feel like they have no intention of paying me and want me to play my winnings out.

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

Did you accumulate your winnings with or without an active bonus?

Have you asked the casino if there is anything else required regarding your account verification that might be causing these withdrawal issues?

Have you discussed with the casino the possibility of using a different withdrawal method besides the bank transfer, especially since that method seems to keep getting rejected?

Is your latest withdrawal request still pending, or has it been rejected again?

Could you please share your communication with the casino regarding the withdrawal? 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.

Hi Dominika, thank you for helping me resolve this issue.

my winnings are not locked by a bonus.

I have asked the casino about my account verification and they said "everything regarding my account verification is fine"

I have previously had few successful withdrawals using card transfer but this withdrawal was rejected, then I was told to use bank transfer (iban) instead and that too was rejected. I was told my bank rejected the withdrawal, the same bank I have had successful withdrawals with. I was then told to use different bank and to use the bank transfer (iban) I uploaded the documents for this to be verified and it was verified but the withdrawal was once again rejected. I also asked if I could use crypto to withdraw, but I was told to use the bank transfer.

My latest withdrawal request using the different bank (bank transfer,iban) was accepted on the 30/09/2025 but I still haven’t received my withdrawal. I have asked multiple times for a receipt or a transaction number for proof of payment but to no avail.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila ([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 Mr.V,

My name is Attila and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1Red Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Attila G.

Dear CasinoGutu,

Yes, we would like to describe the situation in more detail. The player wanted to withdraw funds to a credit card, but unfortunately, the payment provider had technical problems with withdrawals to the card, so we advised the player to use an alternative method.

After that, the player created a withdrawal using a bank transfer, but unfortunately entered incorrect withdrawal details several times, especcially the IBAN, so the anti-fraud system automatically blocked his bank transfers for a certain period, so we asked him to create a withdrawal to an e-wallet.

However, at the same time, the technical issues with credit cards were resolved, and we informed the player of this. The player successfully withdrew his funds using a credit card, so we hope that the case has been successfully resolved.

We would like to apologise to the player for the inconvenience and will do our best to ensure that this does not happen again in the future.

Best Regards.

1Red CasinoTeam

Dear 1Red Casino,

Thank you for clarifying the issue.

We will proceed to close this complaint as resolved once we receive confirmation from the player regarding the receipt of their withdrawals.

Thank you for your cooperation.

Best regards,

Attila G.

Dear all,

We would like to confirm that we have received confirmation from the player regarding the receipt of their withdrawals.

Dear Mr.V,

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

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,

Attila Gorkij

Casino.Guru