1Red Casino - El retiro del jugador se retrasa debido a un problema de verificación.

Hello everyone,

Unfortunately I have a huge problem with 1 Red Casino.

I created an account yesterday, no problem, when I won €900 I went through the verification process.

Traveler's card was accepted, as was my credit card... an invoice on which my address was clearly stated was simply not accepted!

Electricity bills, telephone bills, letters from the court and even from the doctor, I am at my wits' end and urgently need support

Best regards

Bruno E.

Hallo zusammen, 

Ich habe leider ein riesiges Problem mit 1 Red Casino.

Ich habe gestern ein Konto erstellt, alles kein Problem als ich 900€ gewonnen habe, habe ich den Verifizierungsprozess durchlaufen. 

Reisende wurde angenommen, Kreditkarte auch… eine Rechnung bei der meine Adresse klar verzeichnet wurde wird partout nicht angenommen! 

Sowohl Stromrechnungen als auch Telefonrechnung als auch Briefe vom Gericht und selbst vom Arzt ich bin mit meinem Latein am Ende und bräuchte dringend Unterstützung 

Mit freundlichen Grüßen 

Bruno E.

Dear bruno0505, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Do I understand correctly that only your proof of address has not yet been approved by the casino? When exactly did you send your utility bills to the casino for verification? What is the current status of these documents? Have you provided them on time and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Dear bruno0505,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.