1Red Casino - Os ganhos dos jogadores são atrasados e o acesso à conta é restrito.

I have just over £5000 in winnings that are not being paid out. I can only request £1000 at a time and the first request took 10 days and was then cancelled by them as they say it was due to a technical problem! I've submitted another request, this time using bank transfer as they requested due to not being able to use my card due to the technical problem!! When I ask who the use for for an ADR service so I can escalate they say they cannot say due to their privacy policy. In my opinion this site is a SCAM.

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Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share the related communication between you and the casino regarding the issue? Send this information to my email at tomas@casino.guru

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,

Tomas

Hi Tomas, I’ve replied via email

Please let me share your responses here:

Have you made any successful withdrawals from the casino in the past? No but I have deposited many times. 

Could you please confirm that you have passed the KYC verification? Yes all my verification has been completed. They have had proof of address in the form of a utility bill. They have had my driving licence, bank statement, picture of my debit card and now all my bank IBAN details. 

Have you accumulated your winnings with the help of a bonus? No. Straight winnings no bonuses or accumulation of bonuses

Could you please share the related communication between you and the casino regarding the issue? Send this information to my email at tomas@casino.guru There are many emails chasing my payments with just the same replies over and over I will forward some of their replies. 

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Attila (attila.g@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.

Hello woochop,

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.

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

Dear woochop,

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,

Attila