1Red Casino - Se retiene el retiro del jugador.

They are withholding my withdrawing I have been back and forth with emails and live chats and uploaded my documents but they are all getting declined , not giving a proper reason for it, this is really upsetting me and impacting on my mental health as I need this money.

Dear Reggie9193,

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.

• Could you please list which documents you have already provided, and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please share the communication between you and casino support? Send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Hi I have uploaded screenshots of my deposits and I tried uploaded some last night and it keeps getting declined they are giving me no reason why, they are all in the correct format as well.

thanks

tamisha

Also just wanted to add 1red are leaving my documents on pending and declining certain ones and I don’t know why

tamisha

Thanks for your replies and the provided information.

Have you uploaded your monthly bank statement to the casino with the required information available on the statement?

Have you used a payment method that belongs to you to deposit in the online casino?

Hello just to let you know this has now been resolved and I managed to get the money

Dear Reggie9193,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru