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I made a withdrawal request on the 3rd of December this was my second withdrawal request after waiting 14 days for my first withdrawal and was told any future withdrawals wouldnt take as long. I have made a formal complaint to the casino which was quickly dismissed saying that the withdrawal was in its final stage and would be paid out in a day or 2 . This was five days ago . I have contacted support again and again and no one will give me any answers as to how long it will be . They have also admitted that it is a unacceptable delay

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Dear Amanda068,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To fully understand the situation, could you please clarify the following:

• Could you please confirm the exact date when you submitted the withdrawal? Was it on 3 December?
• Was your account fully verified at the time of the withdrawal (ID, proof of address, and payment details)?
• If additional verification was requested, when did you submit the documents, and did you receive confirmation?
• Does your account history show any pending or processing withdrawals, partial payments, or reversals?
• Which withdrawal method did you choose for this request? Was it the same method you used previously?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your cooperation.

Best regards,

Petra

I was fully verified at the time of the withdrawal request on the 3rd for 400 and another on the 5th for 1000 . Both still saying pending but getting excise after excuse . I had to choose bank transfer as card wasn't offered to me . Can I add this isn't my first withdrawal

I now want to add that today being the 19/12/2025 ive had am e mail from 1 Red saying that my 400 withdrawal has been cancelled and asked to request the withdrawal again via a different method ie .. skrill or bank card, neither of which are available for me to select i only have bank transfer option which takes the maximum time plus it would have to be verified again ... I am still waiting on the 1000 that was requested on the 5th of dec to be paid or maybe they will cancel that too so in now total i have been waiting 30 days for 2 withdrawals .. 1 was paid and 1 cancelled

Om now on day 17 still nothing has been paid to me .. could I please have an update

I used this payment method for my first successful withdrawal .. im now on day 19 for a 1000 withdrawal which was requested on the 5th .. I would have thought because it was just days after the 400 that was requested on the 3rd that it would have now reached its place in the queue but now they are saying extra delay because of high volume .. they have now cancelled the 400 due to technical errors on their side .. with no attempt to rectify .. so both withdrawals are sat in my account waiting to be processed . I chose bank transfer as no other was offered to me other than crypto currency . My account was fully verified at the time of all withdrawal requests and had an email mail stating so at the time of verification . The 400 that has been cancelled was requested on the 3rd of December and a further 1000 requested on the 5th of December .. they are not giving me any clarity on my status

Dear Amanda068,

Thank you for your reply and for providing the previous details.

• Have you received any communication or proof from the casino confirming that your account and payment method were fully verified?
• Do I understand correctly that you have used this payment method in a previous withdrawal, and it was fully accepted?
• Were any additional verification steps requested, and if so, when?
• Could you provide copies or screenshots of any messages, chat transcripts, or emails from the casino where they stated that the withdrawal was in the final stage or admitted the delay? Please feel free to attach redacted screenshots if needed. You can send all documents to petra.h@casino.guru or upload them directly to this thread.
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you again for your cooperation.

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.

I recieved msgs saying I am now fully verified and the payment was too . . I would have to be to make my first initial withdrawal which I recieved in early December before I requested these further 2 . I have used bank transfer on all my requests including my successful withdrawal . I have not needed any additional verification as I supplied everything on my first successful withdrawal . I shall send all screen shots to the above .. I did ask for transcripts of the chat but they said i would have to go through extra verification to get that .. as it will only show me so much chat history

All requests are still pending although the request made on the 3rd Dec was cancelled and re requested on the 19th again

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

Dear Amanda068,

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,

Petra