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1Red Casino - Withdrawal request being stalled constantly

REJECTED

Complaint Info

Disputed casino

1Red Casino

Amount

€ 500

Posted on November 14, 2024

In the casino’s terms & conditions it is stated that withdrawals will take 0 to 48 hours to be processed. I have submitted my withdrawal on November 9th at 18:00 UTC. It has at this point in time been more than 4 days and there is still no sign of it being processed. Everytime I contact support they expect it to be processed “very soon”. They’ve been telling me that since November 11th, so those words have no meaning to me anymore. They tell me it is some technical issue sometimes and some other time they talk about a high workload, which gives me the impression they are just trying to stall. I hope you can help me resolve this, as I don’t think it is fair at all. They are in breach either way their own T&C. I am also already verified on the platform.

Posted on November 15, 2024

Dear AskGamblers,

Thank you for informing us about the complaint.

We checked the situation in detail and found out why there is a delay with our client's cashouts.

The fact is that some of the client's deposits were credited manually. Namely:

2024-11-09 13:53:20 500 EUR
2024-11-09 14:23:33 500 EUR
2024-11-09 17:45:10 500 EUR
2024-11-09 17:59:01 EUR 500

This means that these deposits did not reach us, but were credited to the player's balance in advance and he used them to play.
We are currently waiting for a bank statement from the player to check whether the deposits that did not reach us were debited from our client's bank account.

We are waiting for our client's response.

Best regards,
1Red Casino Support Team

Posted on November 18, 2024

Hello,

I've supplied the requested document last friday October 15th. At this point in time 1Red is still telling me that they need more time and to this date I still have not received the withdrawal. When I ask why this is taking so long they keep telling the same thing as before (that it is being processed). This has now been going for another 3 days and they tell me to wait. I think that is ridiculous as I have already provided what they requested of me. They also won't tell me why it is taking so long this time.

Regards,

Posted on November 20, 2024

Dear AskGamblers Team!

We have checked the situation so far and can confirm the following:

The deposits we discussed did not reach the platform. We contacted the payment provider, who confirmed that the transactions were unsuccessful. This means that the funds were either not debited from the client's bank account at all or were debited and returned.

On November 19, 2024, we asked our client to provide a bank statement for the period from November 6, 2024 till today so that both parties could check the flow of funds. However, unfortunately, the client refused to provide the statement. Considering this fact, we rejected the cashout and subtracted the winnings, as they are currently illegitimate.

The player's account is suspended.
If our client wants us to handle this case further, we are missing the bank statement.

Currently, we consider the complaint unfounded.

If you have additional questions, we will be happy to answer them.

AskGamblers
Posted on November 20, 2024

Dear @Stoepie,

The AskGamblers Complaint Team is kindly asking you to assist the 1Red Casino team further and send the required bank statement.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process, therefore please make sure to confirm by posting the public message if you have provided requested information.

Should you refuse sending the required bank statement, or fail to confirm, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.