1Red Casino - O levantamento dos prémios dos jogadores está atrasado.

This casino has fully verified my account, now they are asking for more verification. I think it's really strange, as it's a selfie of me holding my bank card and my ID. Anyway, when I do send it off, they send me the same message saying that they need a selfie with the ID/bank card. So, I'm literally going round in circles.

The customer service is awful. They don't provide clarity and only generic responses. I am not getting any help from them and at this point I'm pretty convinced they are simply trying to steal my winnings. This has been a back and forth process for 2 weeks now. I'm not happy at all. I would love to know if there are any extra steps I can take as well as this complaint?

Dear Jamesb25,

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.

Hello,

Thanks for the response. My information has been verified and it has actually been about 16 days since I had my first withdrawal denied. They keep rejecting me for reasons that are completely unclear. I need some help please.

Dear Jamesb25,

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.

Hi Nick,

Many thanks for your response. No my withdrawal has not been processed. The customer service is rather choppy. I'm still £1150 out of pocket.

Hi Nick,

Just to update. I have received a message from support that I will 'definitely receive my funds'. See proof attached. Let's hope that this comes true.

Thanks

Dear Jamesb25,

Can you please clarify when exactly was the verification process finished.

We advise to wait 14 days for any withdrawal once the account is fully verified.

If it's been less, I would advise to wait a few more days for the money to arrive to you.

Let us know in case of any update.

Regards,

Nick

Hi,

My account was verified on 22nd December. So, it's been 3 weeks.

Thank you

Thank you Jamesb25 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Jamesb25,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1Red Casino team,

Could you please explain the player's situation in more detail? Why has the user's withdrawal still not been processed?

What is the estimated time frame for processing a withdrawal, or, is there anything the user could do to speed the process up?

Thank you.

Dear CasinoGuru,

Thank you for reaching out to us regarding the player's withdrawal request. We appreciate your patience and the opportunity to clarify the situation in detail.

Upon conducting a thorough review of the player's account, we have determined that the deposit was made using a third-party payment method—a clear violation of our Terms and Conditions. Specifically, according to Section "DEPOSIT INTO ACCOUNT," Clause 3, of our Terms and Conditions:

"The Company does not accept third-party payments. You must make deposits only from a bank account, bank cards, e-wallets, or other payment methods that are registered in your own name. If we determine during the security checks that you have violated this condition, your winnings will be confiscated. The Company is not responsible for the lost funds deposited from third-party accounts."

Furthermore, during the account verification process, the player provided incorrect and inconsistent personal information, which is a direct violation of our security policies. Since accuracy and authenticity of personal data are crucial to maintaining a safe and fair gaming environment, and in conjunction with the use of a third-party payment method, the player's account has been closed due to these multiple violations. As a result, any winnings associated with the third-party deposit have been confiscated in accordance with our security and compliance procedures. However, the initial deposit made from the third-party payment method will be returned to the original source from which it was deposited.

We take the security of our platform very seriously and strictly enforce these measures to prevent fraudulent activity and unauthorized transactions. If the player has any further questions or requires additional clarification, they are welcome to contact our support team.

Thank you for your understanding. Please let us know if you need any further assistance.

Best regards,

1Red Casino Team

This is not the case. I had a typo error on the initial sign up which I tried to rectify with support who were not helpful at all.

Furthermore, I have not had any money reach me from the initial deposits. My balance has gone from 1182 to 50 on my account and I have not had any money reach my bank account. I deposited £260. So, I should receive £260 at the very WORST CASE. This money has been stolen from me. I have attached proof of £260 deposit. I have also attached proof of the withdrawals they have declined and lastly the 50 remaining.

Greetings all,

Thank you both for your replies, and I am sorry for the delay.

Dear Jamesb25,

If you deposited £260 to the casino but lost all deposits by playing there, and your disputed winnings were accumulated only with your last deposit (£50?), all your previous deposits were simply lost by playing. No one stole them, you used them for play at the casino, used its services and entertained yourself. In addition, online casinos usually reserve the right to confiscate even deposits if they were made from a 3rd party payment method. So, if the casino is able and willing to fully support its claims and decision with relevant evidence, you can be glad if you receive your last deposit back - to the payment method which was used upon making the deposit in question. If you used a 3rd party payment method, the deposit should be or should have been refunded to that payment method.

However, let's find out more from the casino.

Dear 1Red Casino team,

Some details are not completely clear. Therefore, can you please provide me with the following:

• Transcripts of communication between the user and the casino, especially parts about a typo he allegedly made upon registration, which he mentioned in his last post
• Evidence confirming a 3rd party deposit with the necessary details and proof of incorrect and inconsistent personal information you mentioned
• The user's transaction history (deposit/withdrawals) with the information on what deposit was made by a 3rd party payment method, and from what deposit his disputed winnings were accumulated
• The information on how will/did the casino refund the initial deposit, and if it has not been processed yet, when will it be processed

Feel free to send everything to my email (branislav.b@casino.guru).

Thank you. Looking forward to hearing from you.

Dear CasinoGuru,

We appreciate your inquiry and would like to provide a concise response to the concerns raised.

Upon reviewing the player's account, we have confirmed that during registration, the player provided documents belonging to another individual instead of their own. As a result, the account was created under a different identity, and the deposit was made using a third-party payment method. Since the account was not registered under the player's actual identity, the transaction was classified as a third-party deposit, which is strictly prohibited under Section "DEPOSIT INTO ACCOUNT," Clause 3 of our terms and conditions.

Additionally, the player's verification process was not successfully completed, as he failed to comply with the required verification procedures. When he later contacted our support team, he initially claimed to be the registered individual and subsequently requested to change the account details.

We have sent all supporting evidence, including communication records, transaction history, and verification details, to branislav.b@casino.guru. These materials confirm that the deposit was made by a third party and that the player's verification did not meet our compliance standards.

Regarding the refund request, an amount of 50 GBR is being refunded to the third party, as this deposit was directly used to place bets that contributed to the disputed winnings. Since the player's current winnings were accumulated based on this specific deposit, the refund will be issued accordingly.

To ensure full transparency, we have highlighted this 50 GBR deposit in the attached table, clearly indicating the transaction details, including the deposit source. Once the refund process is completed, we will provide the relevant reference number for confirmation.

Best regards,

1Red Casino Team

Thank you for your email, additional details, and clarification, 1Red Casino team.

I have only a few more questions regarding the identity used during the registration.

You mentioned that the player provided documents belonging to another individual instead of their own. Do I understand correctly that the user uploaded documents of this person to the casino's system or provided them in another way? So, it was not that he only filled out the wrong personal details (name and surname) during the registration, but also documents of this person were uploaded/provided somehow, right?

Does this person also have a casino account at 1Red Casino? Or, is there any other account that is somehow linked to the disputed one? Would it be alright if this person took a selfie with his/her ID and provided it to the casino? Would it change the situation? (I think the complainant did not understand correctly what the casino needed from him)

However, of course, if this person (whose identity was used during the registration) also has a casino account at 1Red Casino, or the complainant provided another person's documents at any point instead of his own, it will change the situation completely, and we all know what it will mean.

Thank you. Looking forward to hearing from you.

Dear CasinoGuru Team,

Thank you for presenting your questions. Below, we have addressed them:

1. Yes, the player not only entered another person’s details during registration but also uploaded that individual’s documents for verification. This was not just a case of mistakenly filling in incorrect personal details but a deliberate use of another person's identity.

2. After conducting a thorough investigation, we did not find any duplicate accounts linked to the third party. Additionally, no other accounts were found to be connected to the disputed one. The player's main account remains the only one in our system. 

3. Unfortunately, at this stage, a selfie with the ID will not change the situation.

4. The player himself admitted that he registered using another person's details, allegedly due to the autofill function, and completed the verification process with those credentials. Later, when he attempted to withdraw funds, he claimed that the details were incorrect. As previously provided, we have submitted evidence confirming that he later disclosed his real identity, despite initially registering under the third party’s name.

Given these circumstances, we believe the case has been handled in accordance with our security and verification policies. Please let us know if any further clarification is needed.

Best regards,

1Red Casino Team

Greetings all,

I am sorry for the delay.

Thank you very much for the additional information, 1Red Casino team. I think everything is clear now, and Jamesb25 completely understands why his KYC was not possible and why his winnings under the given circumstances are considered invalid.

Can you please provide us with the relevant reference number once the refund process is completed? (The post will be marked as 'sensitive' and will be hidden from the public)

Then, I think once the complainant confirms the successful refund, we can close/reject the case.

Thank you.

Dear CasinoGuru Team,

We confirm that the refund has been successfully processed from our side. However, regarding the request for a reference number, we have been informed by the relevant department that, due to the specificity of the provider, it is not possible to provide one.

We are now awaiting confirmation from the client regarding the successful refund.

Please let us know if there’s anything else we can assist with.

Best regards,

1Red Casino Team

Thank you very much for your response and the update.

Dear Jamesb25,

Some time passed since the casino representative's last response.

Provided that everything was cleared up above, can you please only confirm your deposit has already been refunded?

I am setting the timer for only 7 days for you to confirm it. Otherwise, although the case will be closed/rejected anyway, we could at least update the disputed amount and classification.

Thank you.

Greetings all,

After gathering all the necessary information and the explanation above, we are closing this complaint as unjustified. Since the casino confirmed a successful refund of the last deposit, I dare to consider the matter closed, with the disputed amount decreased by the amount of the refunded deposit of £50. The user is not eligible for winnings accumulated this way, and they are considered invalid.

The casino acted in accordance with the terms and conditions accepted upon registration.

Thank you very much, 1Red Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru