1Red Casino - El retiro del jugador se retrasa debido a errores de cuenta.

Hello,

Not sure if it's too soon to submit a complaint since my withdrawal request was only submitted about 12 hours ago but this sequence of events seems extremely fishy to me. Never had this particular issue crop up ever in the dozens of casinos I've tried withdrawing at previously and support has been deflecting and giving automaton- standard replies to al straightforward questions.

Anyway, to the point: I made a very small deposit and claimed a bonus, 20€ via USDT. I had initially selected the first deposit welcome bonus in the deposit tab and later was told by support that I could not claim that as this was In fact my third deposit with them.

True enough I dug up my transaction history and did gamble here- albeit in 2023. I had deposited twice previously and even successfully made a small withdrawal ( roughly 180 euros). So this makes it even better . I've already cleared KYC etc and have history with this casino so I felt good going into my session. The customer service I was speaking to even suggested that I claim the third deposit bonus for casino and that's what I did. The numbers here aren't really relevant . Like I said I just deposited the minimum 20€ required to claim the bonus and after a 75% match I start with 35€ roughly to play some low- stakes slots.

Fast forward 10 hours later I've cleared the bonus wagering requirements and my account has 578 euros. Not too bad. I'm tired by this point but am on such a roll so I decide to try withdrawing 500 € and leave the rest to donk away later or maybe play some roulette. The screenshots attached shows basically the errors and weird prompts that I've never ever seen .

First SS shows some weird prompt asking me if instead of withdrawing the 500 I had entered whether i would like to use a portion of that money to buy into another bonus. Honestly I don't even completely understand what it is trying to convey so just surmise from the screenshot.

Second screenshot shows me getting an error message after I had entered and tried submitting my withdrawal details. Again, have never encountered this anywhere else before for this kind of matter.

I approach CS . First guy tells me to clear my phone cache, restart, use incognito browser etc. I do so but I know that's not the issue. After reconnecting , I painstakingly explain the problem to another support staff. He eventually tells me it is likely a technical matter & he has referred the matter to the "relevant department" who will contact me via email blah blah blah.

So here I am now after half a day , having just spoken to the latest guy who has also given me the run-around and I just have this bad feeling this issue isn't going to pan out well so let's see how it goes.

Sorry for the absurdly long rant, I'll attach the screenshots of my withdrawal tab. If you guys require or want the Convo with

Customer support let me know and I will

send them. Thanks a lot.

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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. I’m sorry to hear about your negative experience with 1Red Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your account accessible to you?
• Have you registered a new account, or have you played with the same player's account as in 2023?
• Have you used the same address for withdrawal as for your deposit?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas and thanks for your reply .

1. Yes, my account is accessible to me still. At least for the time being.

2. This question is tricky, the reason I say that will be clear later ; but yes it is the same account that I had and played with in 2023.

I suspect this casino might have changed ownership or overhauled/ taken over / sold etc

I vaguely remember this casino last time and I'm not surprised i have transacted with them in the past. What is shady

though is that when I tried depositing yesterday, the interface at the deposit page made it look as if I was a new player etc. For example, I could select and apply the first deposit bonus while depositing. It was only after my credit came in and my bonus wasn't there that I asked support and discovered about my history in 2023.

3. Same address for deposit and withdrawal? I used the same wallet address that I used to withdraw in 2023. So I'm pretty sure that's not the issue.

4. I'll send them to your email Tomas, as there are quite a few . Cheers.

Thanks for the detailed explanation of the situation and the information provided via email.

• Was the casino able to remedy the situation and allow you to withdraw your winnings?

Please let me know.

Hello Tomas,

Unfortunately, the situation has yet to be resolved. They are giving me the same standard replies i.e the relevant department is looking into the issue etc. Nothing has changed.

Regards,

James

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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.

Dear laneboy777,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 1Red Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear All,

Thank you for your continued communication regarding this case.

After a detailed internal review, we would like to provide the following clarification:

In accordance with the Terms and Conditions of our website, specifically section "Who Can Play," point 1:

"The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player's sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website."

Furthermore, the Terms clearly state:

"The Casino cannot guarantee successful processing of withdrawals or refunds in the event that a player breaches this Restricted Countries policy."

The "error messages" experienced by the player were generated by this automated protection mechanism — a regulatory safeguard, not a technical issue.

The Casino acted strictly within its rights and regulatory obligations.

Kind regards,

1Red Casino

Dear laneboy777,

Could you please provide us with information about the country from which you registered at the casino?

Dear 1Red Casino representative,

thank you for your response. We kindly ask you to provide a screenshot containing the player’s detailed account information.

Dear laneboy777,

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,
Jana
Casino.Guru