Delay withdrawal of 1165 pounds

I am lodging this formal complaint against 32Red regarding a withdrawal of £4,640 requested on 16th October. Despite fully cooperating with multiple consecutive document requests, my funds are being withheld without any clear explanation, timeframe, or communication.

Timeline of Events:

• 16th October: I won £4,640 and initiated a withdrawal. 32Red requested photographs of the two bank cards currently used on the account. I provided these immediately, and they were successfully processed.

• 17th October: 32Red then requested photo ID, a selfie of me holding my photo ID next to my face, and a bank statement for proof of address. I provided all documents, and they were approved within 48 hours.

• 18th October: 32Red issued a third request, asking for photos of three older cards used in the past. I provided photos of the physical cards and uploaded an official PDF statement for my Chase card (which is a numberless card) via live chat to ensure full compliance. I was advised that processing takes 24–48 hours but could take up to a week.

• Current Status: It has now been 10 days since submitting those final documents. My account remains unverified, and my withdrawal is stalled.

Lack of Communication & Regulatory Concerns:

I submitted a formal internal complaint to 32Red on Wednesday, 22nd October, and a follow-up complaint on Monday, 26th October. 32Red has entirely ignored both emails and failed to provide even a basic acknowledgment of my formal dispute.

Furthermore, front-line live chat agents refuse to provide any updates, stating only that the "whole account is being looked into" and that there is "no timeframe" for a resolution.

While I understand that UKGC-licensed operators must conduct routine compliance reviews, holding a player's balance indefinitely while completely shutting down communication and ignoring formal complaints breaches the UKGC's principles of fairness and social responsibility.

I have fully verified my identity, my address, my current payment methods, and my historical payment methods. There is no legitimate reason for this check to take 10 days with zero customer outreach.

Desired Resolution:

I require a senior manager or compliance officer at 32Red to immediately review my submitted documents, complete the verification check, and approve my withdrawal of £4,640.

My account was frozen while I was playing blackjack online, with £695 in my balance, on the 24th of march. I've contacted them many times, and every time I get a response saying I need to wait for an email from the team. They will not give me a time frame and I feel like no one is looking into it properly. I have been waiting for an email and have received nothing and the customer service is no help at all. I have £695, which I cannot even withdraw from the account. Please help me get my money back from 32red.

I have been chasing my withdrawal of £6500. I had been asked upon withdrawal to send over proof of verification so they first asked me to send over my payslip which I did and they approved on the 21st of March 2025 I was asked for my bank statements which I sent on the 26th of March march 2025 it clearly states when you upload this document that it takes typically up to 48 hours and a maximum of seven working days every time I contact the team they just give me generic answers and have now resorted to saying that there is no specific timeframe I mentioned so that means it could be a year or 10 years to which they replied. It depends on the teams workload the fact that they asked me for these documents in bits as opposed to asking me all in one go it would have been so much easier than to make it even more frustrating when I emailed them they say they have the documents and are working on it when I go onto the live chat until the documents are not uploaded and I have to re-upload them which I’ve done about three times now via emails on the website funny enough when I was told to re-upload them through no fault of my own as they had confirmed, they already have this by email and not to worry I was then told I could potentially be put to the bottom of the queue because it’s from the upload date. I have raised a complaint. I speak to the agents every day and just keep getting generic answers and they clearly do not care one bit. It’s literally a copy and paste job they’ve said they’ve contacted the verification team several times and they are literally refusing to help and I’ve just been told it is what it is and it can take however time they need but in their conditions it clearly states 48 hours and below being the minimum and seven days being the maximum it’s also interesting that they only asked for this information when I withdrew my funds I have been with them for almost 3 years and in the past I have verified my ID and what not with no issues in fact they approved my ID proof of address and source of wealth within two working days but the bank statement it just seems to be the most upsetting back-and-forth. All I’ve asked them is to just kindly reach out to the team for someone to have a look as they have already passed the designated timeframe but I no one wants to take initiative at all. I mentioned I am a loyal customer and it’s easier for just somebody to have a look at the emails because the support team do not know what’s going on and the verification team are not allowed to talk to customers and neither our managers which I find really bizarre so all they have to do to resolve this complaint is look at the final document they requested it’s very simple what they requested two months worth of bank statements which I’ve already shared and they should enable them to just approve my withdrawal. They should’ve said at the very start there is no specified time for us to verify these documents but it clearly states 48 hours to 7 days and I known this is how long it takes I would’ve gone with another provider that is more proactive and polite to their customers. In fact the chat agents at 32 red casino are incredibly rude and not helpful at all. I would just like my withdrawal approved and paid and my documents verified which is not a big deal because it’s only the last document they requested. The only delay is they have not reviewed my documents and I'm sure if they do this matter is easily resolved.

Restricted my account, and don’t respond to emails or answer phone.

Live chat, they make different excuses.

I’m fully verified.

I’m not sure what I can write. I just want my money, and it’s really affecting me.

I work hard for my money every day, I feel like they’re just stealing from me

I withdrew my money on 06/11/22 and they have asked me for multiple documents which I have submitted (some multiple times) the last time I submitted anything was 14/11/22 and every time I speak to them, I am told to await someone replying. I have now waited 6 days for anyone to reply and I’m getting nowhere with it. I was told yesterday that this was only submitted to the relevant team on Sunday which doesn’t make sense. Within the 2 weeks, I have been told twice that it has been sent to payment just to be paid and then the next day they tell me it hasn’t and that it’s still awaiting review. I don’t understand why it takes so long and why I haven’t yet received my withdrawal after 2 weeks.

Looking for some help with this. I Requested a withdrawal on 31/08/22, was asked to provide proof of id, bank statement, address etc on 03/09/22 that I have done. It's now 10 days since my withdrawal and they don't work or process anything over the weekend so that will be another 2 days added. I contacted live support and all they say is we apologise for the delay someone will be looking at it soon as it's the verification team that needs to look at it. My withdrawal has been sitting at work in progress for around 8 or 9 days.

Hi, I have deposited over £8,000 with 32Red. They had no problem taking those funds without question. 2 weeks ago, I made a withdrawal for £4400. This money hasn't arrived and 7 days ago I was asked for verification documents. A lot more extensive than other casinos too. I was told this could take up to 5 working days. This time is now up and they are saying they can't give me a timeline. I need this money and only bet more as I thought my withdrawals would be on the way. Their customer service is so arrogant too, making my blood boil. I thought that these were good casino, but sadly they are proving me very wrong.

I joined 32Red on the 11th of May 2020 depositing a total of £1,500 in May and not winning anything.

I did not log in again until August 2021. I recently upped my level of play depositing amounts between £100- £1,000 and winning various amounts. However, on Friday the 19th of November, I deposited a total of £1,700 into my 32red account (initially £700 followed by £1,000) and won playing on roulette. I requested 2 withdrawals on the 19th of November, the first for £4,500 and the second for £1,500 and logged out of my account. I later logged back in and got a message along the lines that I have been prohibited from making further deposits. Notwithstanding, I continued playing as I had funds leftover in my account and did not need to deposit anymore funds. I won a few more hundred pounds and logged off for the night.

I logged back in on the morning of Saturday the 20th of November still getting the message prohibiting deposits but was allowed to play. I won between £500-£600 and logged off. When I tried logging on again later the same day, I got a message saying that my account had been locked. I called 32red and was advised that an email had been sent to me on the night of Friday the 19th of November requesting various documentation and until the receipt of the said documentation, my account will remain locked. When I enquired about my requested withdrawals, I was told that none of my funds will be released until receipt of the requested documentation and completion of 32reds review.

I sent the requested documentation electronically to 32red on Monday the 22nd of November via email timed at 11:18am and 14:17 respectively. I sent a further email on Monday the 22nd timed at 16:17 requesting confirmation that I had now supplied all requested documentation and to be given an indication of how long the process will take but got no response. I sent a further email on Tuesday the 23rd of November timed at 10:43am saying that it would be helpful and courteous to get a response to my email of Monday the 22nd of November timed at 16:17 but still got no response to date.

I have called the customer support team on three separate occasions but they have not been able to give any information other than that the matter is being dealt with by the relevant team who will get back to me once they have completed their review but they are unable to shed any light as to when this will be.

I subsequently got various emails from the support team apologising for the delay in responding to my earlier emails but 32red are unwilling to give any indication of how long the process will take. Today is exactly 7 days since I sent 32red the requested documents which they have confirmed receiving but still review is pending in a queue and funds will not be released until review has been completed when this will be is unknown.

The situation has left me frustrated and furious as 32red are holding onto my funds totalling just over £8,000. They have not provided me with any indication of how long the process will take or when they will release my funds.

Whilst I appreciate the rationale behind the account verification process i.e., for money laundering and social responsibility checks particularly in light of 32red being hit with a £2m penalty for failing to protect a problem gambler. But to leave me in abeyance whilst holding onto my money is unacceptable.

32red have had ample opportunity to undertake checks on me but only sought to do so after a large win giving the impression that they do not want to pay out large wins.

All I want is for 32red to complete their checks and release my funds.