Denied my winnings

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

On the 10/12/23 I trudged to making a withdrawal which was then reverted because my payment method ending in 0354 can’t accept inbound payments from 32red.com.

Later on in the day I found out that my 32red account was permanently closed without any form of communication as I had to find out by starting several chats with agents who wouldn’t even tell me what was going on. I ended up having to call the Uk support phone number to find this out. I was then told that my withdrawal will be processed and that my bank statement is needed which i uploaded to the live chat agent at the time which I’ve sent a screenshot of the chat showing this.

The next day on the 11th even though the withdrawal that was made on the 10/12/23 was declined by the method ending 0354; it was made to the exact same card without my knowledge and it was declined again; I only found out about this by live chat as they lied stating that they emailed me which they did not as 32red have a reputation of poor communication with customers. My bank statement was sent in order to have my £1165 paid to me by bank transfer but nobody has deposited to my emails and every time I ask the live chat agent they always tell me to be patient which is ridiculous.

It clearly states on 32reds website that withdrawals are processed in less than 24hrs but in my case it’s been over 72hours. I would please like askgamblers to step in and sort this out please so that I can have my £1165 paid to my virgin money bank account that I was told to supply a bank statement for. As 32red are very notorious for making withdrawals difficult for customers as they do not communicate at all

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.