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I would like to file a complaint against Red1 Casino regarding a delayed withdrawal.

I am a UK player and requested a £2,000 withdrawal via bank transfer on 30.11. My account has been fully verified, and the casino has confirmed that all verification checks are complete.

This is my third withdrawal request with Red1 Casino. My previous withdrawals were also delayed, but they were eventually paid and did not take this long

For this withdrawal, the status has remained PENDING for an unreasonable amount of time 14 days . Customer support only provides generic responses stating that the request is under review and that no timeframe can be given. No specific reason for the delay has been communicated to me.

As a verified player with successful previous withdrawals, I believe this delay is unjustified. I am simply requesting that my withdrawal be processed or that the casino clearly explains, in writing, any legitimate reason preventing payment.

I have attached screenshots showing:

– the withdrawal request and pending status

– support responses without any timeframe

I kindly ask CasinoGuru to assist in resolving this matter and help ensure my withdrawal is paid.

Thank you for your assistance.

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Dear anetafelis, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1Red Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please?
• Have you accumulated your winnings with or without an active bonus? 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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. 

Best regards, 

Katarina

Dear anetafelis,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru