1Red Casino - Spillerens udbetaling er blevet forsinket.

Dear Support Team,

I hereby officially file a complaint, as my requested payment has not been made to date.

I have properly requested a withdrawal of my balance via my player account. All required verifications were completed fully and on time by me. Nevertheless, the amount has neither been paid out nor have I received a plausible explanation for the delay.

Multiple attempts to contact customer service unfortunately did not lead to a satisfactory solution. Instead of concrete information, I only received general or evasive answers.

The payout status has been "In Progress" for 7 days.

Sehr geehrtes Support-Team,

hiermit möchte ich offiziell Beschwerde einreichen, da meine beantragte Auszahlung bis zum heutigen Zeitpunkt nicht erfolgt ist.

Ich habe die Auszahlung meines Guthabens ordnungsgemäß über mein Spielerkonto beantragt. Sämtliche erforderlichen Verifizierungen wurden meinerseits vollständig und fristgerecht durchgeführt. Dennoch wurde der Betrag bisher weder ausgezahlt noch habe ich eine nachvollziehbare Begründung für die Verzögerung erhalten.

Mehrfache Kontaktaufnahmen mit dem Kundenservice führten leider zu keiner zufriedenstellenden Lösung. Statt einer konkreten Auskunft erhalte ich lediglich allgemeine oder ausweichende Antworten.

seit 7 tagen steht bei der auszahlung (Im Gange)

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 within 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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear snuggle69,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru