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Hello,

I have a fully KYC-verified account with 1red. I have also made withdrawals in the past.

A few days ago, I deposited €10,000 and played it up to €25,000.

I tried to withdraw the money. According to the terms and conditions, the withdrawal limits are 5,000/10,000/30,000 (day/week/month).

Under "Withdrawals § 5" in the terms and conditions, it states that processing a withdrawal can take up to 48 hours.

However, now that I have won a relatively large sum, they are trying everything and finding excuses to not pay out my money.

Additionally, they are also canceling new withdrawal requests (keep in mind I have a daily limit of 5,000 and a weekly limit of 10,000).

They claim that I can request a new withdrawal 24 hours AFTER submitting the previous one!

This is complete nonsense and just an attempt to delay the withdrawal, increasing the chance that the player might lose their money again.

Some key dates:

Nov 4: €10,000 crypto deposits

Nov 4: First 5k withdrawal request (not sent)

Nov 5: Second 5k withdrawal (after 24 hours). This was canceled, as were all subsequent withdrawals.

KYC: Fully verified.

Wagering: Engaged with more than three times turnover.

Withdrawal method: Also crypto.

Support is not helpful at all. The response is always that I have to wait longer...

And the best part is that according to their own terms and conditions, they are not even allowed to make me wait 24 hours for a new withdrawal after one has been sent. Instead, I should wait 24 hours after I have requested the withdrawal.

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Hallo,

ich habe ein vollständig KYC-verifiziertes Konto bei 1red. Ich habe in der Vergangenheit auch bereits Abhebungen vorgenommen.

Ich habe vor ein paar Tagen 10.000€ eingezahlt und bis 25.000€ durchgespielt.

Ich habe versucht, das Geld abzuheben. Gemäß den Nutzungsbedingungen liegen die Auszahlungslimits bei 5.000/10.000/30.000 (Tag/Woche/Monat).

Gemäß den Nutzungsbedingungen unter „Auszahlungen § 5" kann die Bearbeitung einer Auszahlung bis zu 48 Stunden dauern.

Aber nachdem ich nun eine relativ große Summe gewonnen habe, versuchen sie alles und finden Ausreden, um mir mein Geld nicht auszuzahlen.

Darüber hinaus stornieren sie auch neue Auszahlungsanträge (denken Sie daran, dass ich ein Tageslimit von 5.000 (und ein wöchentliches Limit von 10.000) habe).

Sie geben an, dass ich 24 Stunden NACH dem Absenden der alten Auszahlung eine neue Auszahlung anfordern kann!

Das ist absoluter Schwachsinn und nur ein Versuch, die Auszahlung hinauszuzögern, so dass die Chance besteht, dass der Spieler sein Geld wieder verliert.

Einige Eckdaten:

04. Nov.: 10.000 € in Krypto-Einzahlungen

04. Nov.: Erste 5k-Auszahlungsanforderung (nicht versendet)

05. Nov.: Zweite 5k-Abhebung (nach 24 Stunden). Diese wurde storniert, alle anderen danach auch.

KYC: Vollständig verifiziert.

Einsatz: Mehrfach eingesetzt, weit mehr als das Dreifache.

Auszahlungsmethode: Auch Krypto.

Der Support ist überhaupt nicht hilfreich. Die Antwort ist, dass ich immer länger warten muss...

Und das Beste ist, dass es ihnen laut ihren Nutzungsbedingungen nicht einmal gestattet ist, mich 24 Stunden auf eine neue Auszahlung warten zu lassen, nachdem die andere gesendet wurde. Stattdessen müsste ich 24 Stunden warten, nachdem ich die Auszahlung angefordert habe.

Dear NielsGambling,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Hello,

The point is that the casino itself, according to its terms and conditions, undertakes to process and send out the withdrawal within 0-48 hours.

This time has now been exceeded without any justification.

I am also concerned about the unfair withdrawal conditions. On the one hand, it is said (also in the terms and conditions) that you can withdraw €5,000 every 24 hours, but in reality you have to wait until the existing withdrawal is processed at some point and then you have to wait another 24 hours. This is not described at all in the terms and conditions.

To me, this sounds very fraudulent and like a bad tactic because they hope that the player will lose his money again.

In addition, I also missed out on huge price gains with BTC. As a reminder, I deposited in BTC and wanted to withdraw in BTC. If the casino had stuck to its own terms and conditions and paid out the money within the 48-hour deadline, none of this would have been a problem.

And now I'm not getting any responses to my queries from support. I was told hours ago that VIP support would get in touch with me, but they never did and every query is ignored.

If a player violates a T&C, all sorts of guns are brought out and reasons are sought not to pay out. But if the casino violates its own T&C, then that's not a problem and you have to wait even longer than you already have to?

Hallo,

es geht darum, dass das Casino sich selbst laut ihren AGBs verpflichtet, die Auszahlung innerhalb von 0–48 Stunden zu bearbeiten und herauszuschicken.

Diese Zeit ist nun maßlos und ohne Begründung überstrichen worden.

Zusätzlich geht es mir um die unfairen Auszahlungsbedingungen. Es wird zum einen zwar gesagt(Auch in den AGBs), man könne alle 24 Stunden 5000€ abheben, man allerdings in Wahrheit warten muss, bis zum einen die bestehende Auszahlung überhaupt irgendwann bearbeitet wird und man zum anderen dann nochmal 24 Stunden warten muss. Dies wird in den AGBs überhaupt nicht beschrieben.

Das klingt für mich sehr betrügerisch und nach einer bösen Taktik, weil man hofft, dass der Spieler sein Geld wieder verspielt.

Zudem sind mir unabhängig davon auch enorme Kursgewinne bei BTC ausgeblieben. Zur Erinnerung; Ich habe in BTC eingezahlt und wollte auch wieder in BTC auszahlen. Hätte das Casino sich an seine eigenen AGBs gehalten und das Geld innerhalb der eigens gesetzten 48h Frist ausbezahlt, wäre das alles kein Problem gewesen.

Und mittlerweile bekomme ich vom Support auch gar keine Antwort mehr auf meine Anfragen. Mir wurde vor Stunden gesagt, dass sich der VIP Support bei mir melden würde, allerdings blieb das völlig aus und jegliche Anfrage wird ignoriert.

Wenn ein Spieler gegen eine AGB verstößt, dann werden alle möglichen Geschütze aufgefahren und Gründe gesucht, nicht auszuzahlen. Verstößt das Casino aber gegen seine eigenen AGBs, dann ist das kein Problem und man soll noch viel länger warten als ohnehin schon?

Hello, I still haven't received any payout. My VIP manager no longer responds to my messages via WhatsApp.

This is fraud.

My (now) €35,000 are not paid out and are being held back.

Hallo, ich habe noch immer keinerlei Auszahlung erhalten. Mein VIP Manager reagiert nicht mehr per WhatsApp auf meine Nachrichten.

Das ist Betrug.

Meine (mittlerweile) 35.000€ werden nicht ausgezahlt und zurückgehalten.

I'm sorry to hear about the issues you're facing and the lack of support response. I understand your concern, especially with the casino’s stated 0-48 hour processing time for withdrawals.

In some cases, withdrawals can take longer due to factors beyond the casino's immediate control, which is why we typically recommend waiting up to 14 days for funds to arrive. From our experience, most players do receive their withdrawals within this timeframe, though we agree that it feels lengthy in today’s digital age.

To assist you further, could you please clarify whether your first withdrawal request from November 4 is still being processed or has it been canceled by the casino?

Additionally, could you let me know if you’ve had any successful withdrawals from this casino in the past?

Finally, please specify which types of games you played—were they slots, live casino games, or sports bets?

Good evening.

Yes, the payment request from a week ago (November 4th) is still "pending". I have not received any credible arguments as to why it is still being processed. They are just wasting time with excuses.

Yes, I have already made two successful withdrawals in the past. These were on September 16, 2024 (€74.40) and September 1, 2024 (€357.12)

I played slots, live casino (Evolution - BlackJack) and placed a (lost) sports bet of €150.

I believe that the casino wants to delay my payout in BTC for as long as possible because the Bitcoin price is rising. The casino has already stolen 25% of my price gains and thus several thousand euros due to the deliberate delay.

Guten Abend.

Ja, der Auszahlungsantrag von vor einer Woche (04. November) ist noch immer "pending". Ich erhalte keinerlei glaubhafte Argumente, wieso dieser noch in Bearbeitung ist. Es wird lediglich per Ausreden Zeit geschändet.

Ja, ich habe in der Vergangenheit bereits zwei erfolgreiche Auszahlungen vornehmen können. Diese waren am 16. September 2024 (74,40€) und 01. September 2024 (357,12€)

Ich habe Slots, Live-Casino (Evolution - BlackJack) gespielt. Und eine (verlorene) Sportwette in Höhe von 150€ getätigt.

Ich glaube, dass das Casino meine Auszahlung in BTC so lang wie möglich herauszögern möchte, da der Bitcoin Preis am Steigen ist. Das Casino hat mir durch die beabsichtigte Verzögerung bereits 25% an Kursgewinn und damit mehrere Tausend Euro geklaut.

Hello.

My withdrawal has still not been processed and I have not received any feedback regarding my withdrawal (why it is still pending).

I just wanted to add that I also did not play with a bonus and did not use any deposit bonuses.

Best regards

Hallo.

Meine Auszahlung wurde noch immer nicht bearbeitet und ich bekomme keine Rückmeldung bezüglich meiner Auszahlung (wieso diese noch immer pending ist).

Ich wollte nur noch hinzufügen, dass ich auch nicht mit einem Bonus gespielt habe und keinerlei deposit-Boni benutzt habe.

Liebe Grüße

Hello,

i have now received my withdrawal of €5000 and additional €10000 (15k€ in total now.)

I would like this complaint to remain open because I still have 20500€ in outstanding withdrawals that 1Red will hopefully pay out on time this time.

Thank you for keeping me updated. I am glad to hear that you received the first part of your winnings. I will now transfer your complaint to my colleague Katarina ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear NielsGambling, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 1Red Casino representative to join this conversation. 

Dear 1Red Casino, could you please provide more information about this case? 

Looking forward to your reply.

Hi Dear CasinoGuru Team!

Thank you for informing us about the complaint.

The fact is that we needed a little more time to check the game activity and the player's documents, because the security of the player's account is a priority for us.

On 14.11.2024, we confirmed the player's cashout, which he expected and which is mentioned in the player's complaint, namely 5000 EUR.

In addition, also on 14.11.2024, we confirmed two more cashouts of our client, namely 10,000 EUR in total.

This means that on 14.11.2024 we confirmed cashouts for a total of 15,000 EUR, made concessions and confirmed the amount above the specified limits, as the waiting time for the first cashout was exceeded.

Also, 18.11.2024 we approved another cashout for 5000 EUR. 

All other cashout requests will be processed according to the limits specified on the website.

Therefore, we consider the situation settled.

Dear 1Red Casino,

thank you for your prompt reply.

Dear NielsGambling,

could you please confirm whether you have received any of the payments to date?

Hello,

1Red's statements are consistent.

I would like this complaint to remain open as I still have €15,500 in pending withdrawals that 1Red will hopefully pay out on time this time.

Hallo,

die Aussagen von 1Red sind stimmig.

Ich möchte, dass diese Beschwerde offen bleibt, da ich noch 15.500 € an ausstehenden Abhebungen habe, die 1Red dieses Mal hoffentlich pünktlich auszahlt.

Dear NielsGambling,

thanks for the update. I will maintain this complaint as open until you acknowledge the receipt of the remaining funds.

I received another payout of €5000 on November 19, 2024.

Currently, I am still waiting for a total of 10500€ (2x 5000€, 1x 500€)

I will keep you updated.

Ich habe am 19.11.2024 eine weitere Auszahlung von 5000€ bekommen.

Derzeit warte ich allerdings noch auf insgesamt 10500€ (2x 5000€, 1x 500€)

Ich halte Sie auf dem Laufenden.

Thanks  NielsGambling for the update.

@1red can you please tell me the date on which my pending withdrawals will be processed? (Given the limits)

So I know when it will finally be processed.

Unfortunately, I haven't received any response from my VIP manager again.

Thanks.

@1red können Sie bitte das Datum nennen, an welchem meine ausstehenden Auszahlungen bearbeitet werden? (In Angesicht der Limits)

Damit ich weiß, wann es endlich bearbeitet wird.

Leider bekomme ich von meinem VIP Manager wieder keine Antwort mehr.

Danke.

Dear CasinoGuru Team and NielsGambling,

We would like to inform you that we confirmed the player`s cashout for 5000 EUR 02.12.2024 as soon as the monthly and weekly limits were updated. 

Now, the client is waiting for the confirmation of another 5000 EUR. Due to the daily cashout limits, this amount will be confirmed in the next few hours.

In case you have additional questions, please let us know. 

Hello,

I am actually waiting for 2 more withdrawals (5000€ and 500€).

Also, against 1Reds statement, I have not received a payout today (they said „in the next few hours").

Hello,

only as an update:

I cancelled my one pending €5000 withdrawal and played with it. Now I have pending withdrawals worth €15900 (3x €5000, 1x €900)

I also had a loss limit set up so that I wouldn't lose my winnings.

Hallo,

nur als Update:

Ich habe meine eine ausstehende 5000€ Auszahlung abgebrochen und damit gespielt. Nun habe ich ausstehende Auszahlungen im Wert von 15900€ (3x 5000€, 1x 900€)

Zudem habe ich mir ein Verlustlimit einrichten lassen, um meine Gewinne nicht mehr zu verspielen.

Dear CasinoGuru Team, 

We would like to inform you that we have confirmed cashouts for the amount of 10000 EUR during this week as per weekly cashout limits. 

The next cashout will be confirmed when the weekly withdrawal limit is updated.

Hello, im now waiting for 1x 5000€ and 1x 900€ withdrawal from 1Red.

After that, everything has been paid.

Dear 1Red Casino,

thank you for the update.

Dear NielsGambling,

could you please confirm if you have received the remaining funds at this time?

I haven’t received the outstanding 5.900€. It’s still pending.

All the other payments mentioned by 1red have been received

Dear NielsGambling,

thanks for your prompt reply.

Dear 1Red Casino,

would you kindly clarify the reasons behind the additional delay regarding NielsGambling's withdrawal?

Hello. Funnily enough, I just received my remaining payout.

Now everything is done and I have no further pending withdrawals.

Hallo. Witzigerweise habe ich genau eben meine restliche Auszahlung erhalten.

Nun ist alles erledigt und ich habe keine weiteren ausstehenden Auszahlungen.

Dear NielsGambling,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak

Casino.Guru