Missing deposits and refusal to reconcile technical failure

I have two outstanding withdrawals on my account, which are taking too long to settle.

The first was made on 11 December and is for £1000. The second on 14 December for £500.

My account has been verified, and I have asked for updates.

While customer services have been polite, the responses have been very generic about withdrawals being on a first-come-first-serviced basis.

I’m really just looking for a resolution before Christmas.

I am submitting this complaint due to an unreasonably long and unjustified delay in processing my refund/withdrawal, despite full cooperation and submission of all requested documents.

My account was closed, and since October–November 2025 I have been trying to receive my refund. For over one month, the casino has continuously delayed the process without providing any clear reason or timeline.

Throughout this period:

I contacted support almost daily.

I received only automated-style replies such as “your case is under review”, “forwarded to another department”, “please wait”.

No concrete answers, deadlines, or explanations were provided.

Verification & Documents:

I fully completed KYC verification.

I provided all requested personal details (name, date of birth, address, phone number, payment methods, games played).

I submitted an official card confirmation document from Revolut, clearly showing my account and card ownership.

The casino repeatedly rejected the same document without clearly explaining what exactly is missing, while also failing to offer an alternative acceptable solution.

I was asked multiple times to re-upload or re-confirm information already provided.

Additional issues:

The casino delayed providing my GDPR-requested chat history and only supplied it after weeks of reminders.

Support communication was inconsistent and dismissive, often ignoring direct questions.

At no point was I informed of any rule violation, fraud, or legitimate reason for withholding my funds.

Despite complying with everything requested, my refund is still not processed as of today.

Why this complaint is justified:

Excessive delay (over one month) with no valid explanation.

Repeated stalling tactics and vague responses.

Unreasonable document rejection without clear standards.

Failure to process a legitimate refund after account closure.

Emotional distress caused by the prolonged withholding of my funds.

What I am requesting:

I respectfully ask AskGamblers to assist in:

Ensuring my refund is processed immediately, or

Forcing the casino to provide a clear, documented legal reason for withholding my funds.

I am ready to provide all email correspondence, documents, and proof upon request.

Hello,

I have a fully KYC-verified account with 1red. I have also made withdrawals in the 13 days.

A 13 days ago, I deposited CAD4000 and played it up to CAD30,000.

I tried to withdraw the money. According to the terms and conditions, the withdrawal limits are 3000/30,000 (day/month).because I am VIP level 11

Under "Withdrawals § 5" the terms and conditions, state 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.

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.

I currently have 15000in the balance + 2250in the pending withdrawal

KYC: Fully verified.

Wagering: Way more than needed.

Withdrawal method:Interact .

Bonus: Not used.

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.

After 10 day now my account balance is 15000 and 2250 pending withdraw

On Sunday night last week, I deposited 100 pounds.

I only just joined, I verified my account I did a bank transfer on the account. Shortly after, I withdrew 365 pounds.

I had many interactions with the customer service team. First, it takes 24 to 48 hours, saying been approved my withdrawal is in a queue.

They keep making excuses.

I just want my money paid.

Hi everyone,

I played on 1Red at the end of last year and was pretty lucky. managed to make a few 5-figure wins. The payout process started out terribly back then, but worked out in the end with a decent delay (and thanks to AskGamblers' help, in my complaint).

Now I wanted to play online again.

I deposited €50 on July 15, 2025, and played my balance up to €5557.55.

I tried to withdraw €4000 on July 16, 2025. This was rejected as the daily limit is now 1k, the monthly limit is 10k. Apparently, my on-site level is not high enough, and live games (BlackJack, for example) do not contribute to level up.

So I tried to withdraw 1k instead.

Since then, it's been on "pending," and it doesn't seem to be paid out easily.

Although their own ToS says they will pay out within 48 hours.... they don't!

The funniest thing is, when they pay out my 1k, I have to wait 24 hours before I can make another withdrawal (and then I can wait 48+ hours for that one, and so on. So I may well be waiting almost a month for my 5k balance).

This is super misleading from their site. In the meantime, I set myself a loss limit of 1€ on the site, so that I dont gamble it away, cause that's what these guys want!

My account is fully verified, and big withdrawals have been made in the past as well. I didn't use a new payment method, and the one I used is fully verified.

The Support (even VIP Support) is no help at all. I just get the same copy-paste answers all the time.

Dear AskGamblers Complaint Team,

I would like to file a formal complaint against 1RED Casino regarding the unjustified closure of my account and the failure to process my withdrawal request.

Despite multiple attempts to withdraw my balance of €1,006.04, the withdrawal was never processed. I followed all procedures correctly and contacted support several times, yet I never received a clear explanation for the delays or failure.

My account was fully verified, and all necessary documents were submitted and approved. Nevertheless, instead of resolving the withdrawal issue, 1RED Casino has now suddenly closed my account without any warning or explanation.

This is completely unacceptable. I have a right to access my funds, especially after full verification and full compliance with the casino’s terms and conditions.

I kindly request that AskGamblers assist in this matter and urge 1RED Casino to immediately release my rightful funds of €1,006.04 and provide a valid explanation for their actions.

Thank you in advance for your support.

Sincerely,

Hello,

Almost 1.5 months ago (May 8th) I deposited $6,250 CAD. I happen to win about $7,400 so my balance became about $13,650. Since then I have painfully slowly received $6,000 of it. This seems to be a violation of their own T&Cs.

WITHDRAWALS

5. The period of processing requests for withdrawals is from 0 to 48 hours.

&

9.CAD Per day/Month 1500/15000

My latest withdrawal total of 1,500 has been waiting 13 days.

My "vip" manager says "Yes, your account has been verified. The payment is being processed."

But he's been saying things like that all along.

Please ,1RED, give me all of my money in a timely manner according to your advertising.

Complaint Body:

Hello AskGamblers Team,

I am filing a complaint against 1Red Casino. My account was closed without any clear reason, while I was still actively playing. It was my first day and first deposit with the casino.

I had winnings in my account, but shortly after, my account was blocked and I couldn’t withdraw anything.

When I contacted their support, they admitted I have money in my account and promised to return my winnings, but nothing happened. Worse than that, there is clear contradiction and stalling from the support team.

Each employee gives me a different and conflicting answer:

One says my withdrawal is still “under processing”

Another claims it was “successful” and just needs a final step

A third one tells me the winnings “will be added soon”

There is no clear or final solution, and they keep avoiding and delaying me without real action.

This situation is extremely frustrating and unacceptable. I request AskGamblers to investigate and help me get back my money. I have full documentation and screenshots ready to share.

Thank you for your assistance.