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I made a large profit (€520,000). Payouts of the first €120,000 went well and quickly. But now the payout times are very long. In April, a payout of €5,000 took a full four weeks. Between April 2025 and now, according to the terms and conditions, a payout of €45,000 would have been possible, but because of the very long wait, it was only €8,000, according to my manager, the finance department is at full capacity. I am still waiting for a response to my request for a higher payout limit, as stated in the terms and conditions (payout point 5). A request to possibly pay out a higher amount has been rejected. I can understand that the tax authorities have a lot to do, but this cannot be at my expense. I won the money normally and now I REQUEST a solution.. Kind regards

Ich habe einen grossen Gewinn ( 520 000 € ) gemacht. Auszahlung der ersten 120 000 € liefen gut und schnell. Jetzt aber sehr lange Auszahlungszeiten . Im April dauerte eine Auszahlung von 5000 € ganze 4 Wochen. In der Zeit von April 2025 bis jetzt wären laut der AGB 45 000 € Auszahlung möglich gewesen , durch die sehr lange Wartezeit waren es dann nur 8000 € Aussage meinen Managers , Finanzabteilung ist ausgelastet. Weiterhin warte ich auf eine Antwort meiner Anfrage eines höheren Auszahllimit Wie es in den AGB steht ( Auszahlung Punkt 5 ) Eine Anfrage evtl einen höheren Betrag auszuzahlen wird abgelehnt. Ich kann verstehen das die Finanzbehörde viel zu tun hat aber das kann doch nicht auf meine Kosten gehen. Ich habe das Geld regulär gewonnen und BITTE jetzt um eine Lösung.. MfG

Dear Sven.gr,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Sven.gr, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please provide me with a history of your withdrawals?

Also, are you withdrawing according to any specific withdrawal limits, or not?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hello ,

I will answer your questions via email

Hallo ,

Ihre Fragen beantworte ich über die Mail

Dear Sven.gr, has the casino provided any reason for reducing your withdrawal limits?

Have you received any response regarding your request to increase these limits?

Have there been any movements or updates regarding your withdrawal requests?

I have not received any communication from the casino about this matter. Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Hello ,

I have already replied by email

Hallo ,

ich habe bereits per Mail geantwortet

Thank you very much, Sven.gr, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.

Hello, Sven.gr!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Hello and nice to hear, a solution must be found urgently.

This simply cannot continue

LG Sven

Hallo und schön zu hören , hier muss jetzt dringend eine Lösung gefunden werden.

So kann es einfach nicht weiter gehen

LG Sven

Hello, dear CasinoGuru team!

Thank you for letting us know about your complaint.

Regarding the situation that happened: we did have different withdrawal limits before and the player withdrew according to the old limits without any delays. As you can see on our website in April, we changed the withdrawal limits and the limits now depend on the player's activity, that is, the higher the player's level, the higher his withdrawal limits. The player has been informed that if he wants to get higher limits, he needs to get a higher level.

In May, we conducted additional verification of the player with the provider and other departments, which is why there were some delays, but now the player is receiving withdrawals according to the updated limits.

If you have any additional questions, we will be happy to answer them.

Best regards,

1Red Casino Team

Hello, so far so good. That just means if I keep playing I get a higher payout limit. It doesn't matter how high my winning limit was? I understand that player checks are carried out, but this cannot be done at the expense of the players. Simple calculation: From April 2025 to today, according to the limits, a winnings payout of €60,000 would have been possible, but only €15,500 was paid out (due to long waiting times). The last payout also took 12 days. A request to Red Casino about a higher one- or two-time payout amount of €30,000, as stated in the terms and conditions, has so far remained unanswered.

If that were still possible, I would be happy.

Appendix to the General Terms and Conditions refers here to point 11

Best regards

Sven

Hallo , soweit so gut . Das bedeutet nur wenn ich weiter Spiele bekomme ich größere Auszahllimit. Es ist egal wie hoch mein Limit beim Gewinn war ? Ich verstehe das man Überprüfungen der Spieler macht nur kann das nicht auf den Rücken der Spieler gemacht werden kann Einfache Rechnung : Seit April 2025 bis heute wären nach den Limits eine Gewinnauszahlung von 60 000 € möglich gewesen , ausgezahlt wurden aber nur ( wegen langer Wartezeiten ) 15500 € Auch die letzte Auszahlung dauerte wieder 12 Tage. Eine Anfrage bei Red Casino über einen höheren ein bis zwei maliger Auszahlungsbetrag , wie es in den AGB steht von 30 000 € ist bis jetzt unbeantwortet.

Sollte das dennoch möglich sein wäre ich zufrieden.

Anhang der AGB hier gemeint der Punkt 11

Viele Grüße

Sven

Hey, Sven.gr, although I do not fully understand why only 15 500 EUR was paid out since April and not 20 000, but most probably it was due to already mentioned verification delays. I can see that in the German version of terms there is still 30 000 mentioned in the rule 11, however, in the English version (which prevails) it is 10 000. I believe that you must either increase your loyalty level to receive higher limits or withdraw 10k monthly. Also, try to request the maximum amount of 1000 EUR for 10 days one after another so you withdraw it as fast as possible.

Hello, I've been verified for a long time. The first €100,000 were paid out quickly. But since April there have been repeated long delays. According to my VIP manager, my withdrawal limit is €2,000. Requesting a withdrawal every day is not possible because the previous request is only possible after the previous request has been approved. Example: I request a withdrawal amount on Monday and then it is still pending processing the next day; a new request is immediately rejected. I was unable to submit another request in April (payment took four weeks) during this four-week processing time. Currently, I have requested a withdrawal of €2,000 on June 7th, which was paid today, which means I can only request it again tomorrow... It doesn't matter because there are two weeks in between. I would be very grateful if you could clarify a larger one-off withdrawal amount.

Greetings Sven

Hallo , Verifiziert bin ich ja schon lange. Dier ersten 100 000 € wurden ja auch schnell gezahlt. Nur seit April kommt es immer wieder zu langen Verzögerungen. Mein Auszahllimit liegt laut meinen VIP Manager bei 2000 €. Jeden Tag eine Auszahlung anzufordern geht nicht da erst wieder nach Genehmigung des vorhergehenden Antrag möglich ist. Beispiel : Ich beantrage Montag einen Auszahlungsbetrag der dann am nächsten Tag noch auf Bearbeitung steht , wird ein neuer Antrag sofort abgelehnt. Ich konnte im April ( Auszahlung dauerte 4 Wochen ) in dieser 4 wöchigen Bearbeitungszeit keinen weiteren stellen. Aktuell habe ich zum 7.Juni 2000 € Auszahlung beantragt der heute gezahlt wurde , bedeutet ich kann erst morgen wieder beantragen...Es ist egal da da 2 Wochen dazwischen liegen.. Über eine Abklärung Ihrerseits über einen grösseren einmaligen Auszahlungbetrag wäre ich sehr Dankbar

Gruß Sven

1Red Casino Team, is it possible to set up player's withdrawal limits in such a way that they can withdraw maximum monthly allowed amount? It seems that with their daily limits and possibility to have only one active withdrawal at a time they cannot withdraw according to this limit.

Hello,

This month, the player receives withdrawals according to the limits, and over the weekend he successfully received 2 withdrawals.

The next withdrawals will be made according to the available limits.

If you have any additional questions, we will be happy to answer them.

Best regards,

1Red Casino Team

Hello dear team,

I admit that the payouts are going pretty well again at the moment, and I'm happy with it. My original question, however, hasn't been answered. In April 2025, I received a payout of just €5,000 from the potential €40,000 payout, according to the terms and conditions, because of the four-week processing time. According to the terms and conditions, Red Casino reserves the right to pay out a higher amount for larger winnings (German terms and conditions: €30,000 - English terms and conditions: €10,000). My question is, can that happen to me? My winnings were €520,000, and the outstanding amount is €378,000.

I think a one or two special payments as compensation for April could be a good agreement for both sides

Best regards

Sven

Hallo Liebes Team ,

ich gebe zu das es momentan wieder ganz gut mit den Auszahlungen klappt und ich so zufrieden bin. Nur meine ursprüngliche Frage ist nicht beantwortet. Im April 2025 habe ich von , nach den AGB, mögliche Auszahlung von 40 000 € wegen der 4 wöchigen Bearbeitungsdauer gerade mal 5000 € ausbezahlt bekommen. Laut den AGB behält sich red casino vor bei höheren gewinnen eine höhere Summe auszuzahlen ( Deutsche AGB 30 000 € - Englische AGB 10 000 € ) Meine Frage ist einfach ob des nicht bei mir passieren kann ? Mein Gewinn war 520 000 € noch zu Zahlung offener Betrag 378 000 €

Ich denke eine 1 oder 2 malige Sonderzahlung als Ausgleich für April könnte für beide Seiten gutes Abkommen gehandelt werden

Viele Grüße

Sven

Sven.gr, I do not know the exact date on which the casino had changed their terms from 30000 to 10000, but at the moment the actual limit applies. The casino reserves the right to apply it on the basis of the prevalence of the English version above the German version.

I also believe that it would be a good idea to match the April withdrawal with one of 5000 now, since the player had withdrawn only half of the limit then, but I do not think that the casino is bound to do this since the delay was caused by other factors, so I will leave it to their discretion.

Also, Sven.gr, given that the disputed amount of this complaint is substantial, it would take quite an extensive time period for you to withdraw the whole balance. While we can do so, it would be inefficient for us to hold the complaint opened this long. The way we do this in such cases is closing the complaint as resolved, and then, if player has any delays again, they can come back and ask for the reopen, and then we would ask the casino for reasons behind such delays. Would this be a suitable way of dealing with it for you?

For me, that would obviously be a sign of trust. I was expecting €10,000, but that's OK. Especially since Red Casino stated that the player's verification was completed in May. The waiting period, however, was in April.

I don't know if Red Casino would do that, but it would certainly be fair. Thank you for your help, and I certainly agree with the suggestion. Payouts are currently very fast, so let's hope it stays that way.

Thanks and greetings

Sven

Für mir wär das natürlich ein Vertrauensbeweis , ich ging zwar von 10 000 € aus aber ok. Vor allem weil Red Casino ja schrieb das eine Überprüfung des Spielers im Mai geschehen ist. Die Wartezeit war aber im April.

Ich weis nicht ob Red Casino das machen würde , wäre aber sicher fair. Ich danke für die Hilfe und bin natürlich mit dem Vorschlag einverstanden. Zur Zeit läuft die Auszahlung ja sehr zügig, hoffen wir das es auch so bleibt

Danke und Gruß

Sven

Hello,

The player receives his withdrawals according to the available limits. Therefore, I think we can stick to your option and, if necessary, the player will be able to reopen the complaint, but we don't think this will be necessary.

If you have any additional questions, we will be happy to answer them.

Best regards,

1Red Casino Team

Thank you 1Red Casino Team!

Sven, I hope that your payouts continue to be swift and timely. Now, I am closing the complaint according to our agreement. If there are any delays or any other problems, do not hesitate to send the reopen request!

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,

Pavel Kaczynski

Casino.Guru

We reopened this case by the request form the player.

Dear 1Red Casino, the player has stated in their reopen request that their VIP level was decreased overnight along with their withdrawal limits. Could you, please, provide more information about it?

After the complaint was processed, the payout went smoothly. But now the requested payouts are taking a long time again. For example, a payout from January 3rd, 2026, is still pending. At one point, I was told that the company handling the payouts was very busy due to high demand, causing the delays; now it's supposedly my bank's fault again. On top of that, I've now been informed that my level status has been reduced, and I can only request a payout of €1000 per day.

Nach der Bearbeitung der Beschwerde klappte es auch prima mit der Auszahlung. Aber Jetzt beginnt schon wieder das die angeforderten Auszahlungen lange dauern. Z.B. dauert eine Auszahlung vom 03.01.26 bis jetzt an. Einmal hieß es das der Beauftragte Unternehmer für die Auszahlung wegen hoher Anfragen sehr ausgelastet ist und es daher zu Wartezeiten kommt , jetzt liegt es wieder angeblich an meiner Bank. Dazu kommt nun auch noch die gemeldete Tatsache das meine Levelstatus heruntergesetzt wurde und ich nur noch 1000 € pro Tag als Auszahlung anfordern kann.

Dear CasinoGuru,

We have just sent you an email explaining the situation and attaching a screenshot.

If you have any further questions, we will be happy to answer them.

Best regards,

1Red Casino Team

1Red Casino, thank you for the explanation!

Dear Sven.gr, the casino informed us that current delay in payments is caused by issues from the payment provider's side. The casino also provided an evidence proving it, so we have a reason to believe them.

Regarding your Loyalty level decrease, it was caused by an automatic reset of Loyalty levels which happens every three months. Given that this policy is mentioned on the website and is applied to all players on a regular basis, we consider such decrease to be fair.

As for the question of how to proceed further, I would suggest to give it a couple weeks and see if you will begin to receive your payments again. If it does not happen, I will ask the casino to contact the payment provider and learn the cause of delays and if there is anything you can do.

Would that be okay with you?

Okay, then I'll accept that answer. Although I find it a bit strange, since there hasn't been a downgrade since my last complaint (6 months ago). Furthermore, I find it rather sad that this is happening, as it simply means "Keep playing or you'll have to wait for your winnings."

As far as I'm concerned, this complaint can be closed again, with the request to clarify what the attached screenshot (Terms and Conditions) means. When I ask my VIP manager about it, I'm told that this isn't currently possible and depends on the VIP level. Which contradicts this statement. Thank you for your help.

Regards, Sven

Ok , dann gebe ich mich mit der Antwort zufrieden. Wobei ich es etwas komisch empfinde , da nach der letzten Beschwerde ( vor 6 Monaten ) bis jetzt keine zurück Stufung erfolgte. Weiterhin finde ich es schon traurig das dies passiert da es einfach nur bedeutet " Spiel weiter sonst musst du auf deinen Gewinn warten "

Wegen mir kann diese Beschwerde wieder geschlossen werden , mit der Bitte evtl. abzuklären was das im mitgesendeten Screenshot (AGBs) bedeutet. Wenn ich meinen VIP Manager darauf anspreche bekomme ich die Auskunft das dies im Moment nicht möglich wäre und von der höhe des VIP Levels abhängt. Was sich ja dann mit dieser Aussage widerspricht. Danke für Euere Hilfe

Gruß Sven

I would believe that the rule is created to describe cases of changing limits depending on the VIP level, as the manager said.

I will now close the complaint as you have mentioned. Please, send a reopen if you will not receive a payment for a couple of weeks and we will see what we can do.

This complaint has been reopened as per the player request, since there seem to be some delays regarding the frequency of withdrawals.

Hello Sven.gr,

My name is Michal, and I will be assisting you with your case, since Pavel is no longer part of our Complaints Resolution Center. I hope that together we will come to a successful resolution of your issue.

Dear 1Red Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would be grateful if you could share any relevant evidence with us. Thank you for your assistance.l

It's on its way to you via email.

Ist via Mail zu dir unterwegs

I find the casino's behavior truly appalling. I will also reflect this in my reviews. It's already been 18 days of waiting for a payout and processing. Excuses upon excuses, and no clear indication of how much longer this will continue. I paid honestly, I won honestly, and then I was cheated.

ich finde das Verhalten des Casinos richtig schlecht. Werde ich auch in den Bewertungen so weiter geben. Jetzt schon 18 Tage Wartezeit auf Auszahlung und Bearbeitung. Ausreden über Ausreden und keine klare Aussage wie lange das noch weiter gehen soll. Ehrlich gezahlt , Ehrlich Gewonnen und dann Verarscht

Dear Sven.gr,

I would like to acknowledge that I have received your emails. At this time, there is no need for any additional information to be sent to me. I will ensure to keep you updated should any further developments arise.

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 Sven.gr,

Could you kindly let me know how much from the initial sum were you able to withdraw, and also if there are any updates regarding your case?

Of course. The total profit was €520,000.

There is still €137,000 outstanding, plus €20,000 in requested payments that are still being processed (i.e., €157,000).

The casino is currently requesting new verification. I only received €4000 in February 2026.

Payments have been outstanding since then.

Regards, Sven

Na klar. Der Gesamtgewinn war 520 000 €

Offen sind noch 137 000 € zuzüglich 20 000 € angeforderte Auszahlungen die noch auf Bearbeitung stehen ( also 157 000 € )

Aktuell fordert das Casino gerade eine neue Vertifizierung. Ich habe nur 4000 € im Monat Februar2026 erhalten.

Seit dem stehen die Zahlungen aus

Gruß Sven

Dear Sven.gr,

Thank you for your confirmation.

Dear 1Red Casino,

Could you please provide me with an update regarding the current status? Is there any additional information or documentation that you require from the player at this time?

Hello, has the casino responded yet? I haven't received a payout in four weeks, and all they keep saying is it will be soon. I find this bordering on fraud. They should pay out my winnings in full and then leave me alone.

The payout has been ongoing since 2024, and now a review is needed...

Hallo , hat sich das Casino denn bereits geäußert. Ich habe jetzt sein 4 Wochen keine Auszahlung erhalten und mir werden nur Aussagen gegeben das es bald soweit sein wird. Ich finde das jetzt wirklich schon an Betrug grenzend. Die sollen mir jetzt meinen Gewinn komplett auszahlen und mir dann meine Ruhe lassen.

Seit 2024 läuft die Auszahlung und jetzt benötigt es eine Überprüfung...

Well, now I'm not getting any response from either side.

Tja jetzt bekomme ich von beiden Seiten keine Antwort mehr ????

Dear Sven.gr,

I sincerely apologize for the delay in my response. As you can see for yourself, the casino has not yet replied in this thread. I will provide them with one final opportunity to respond here; if they do not engage, I will unfortunately have to close this complaint as unresolved.

And who would help then?

Und wer würde dann weiterhelfen ?

Dear Sven Grosser!

Major changes have recently taken place in our management team, and we have reviewed and improved a number of internal processes, including withdrawal procedures.

The payment process has resumed, and pending requests are currently being processed.

We apologize for the delays you have experienced during this transition period. Withdrawal of funds will resume in the near future.

Best regards,

1Red Casino Team

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Sven.gr,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal