UNRESOLVED: 1red isn‘t paying me

Hello everyone,

I made a deposit of 54,29€ in cryptocurrency (usdt trc20) in 1red and just after hitting 129,29€ as a balance i self excluded myself while having a withdrawal of the outstanding balance pending. The problem just after getting my permanent self exclusion i got the feeling that the casino is going to stalk the payment and make unjustified delays where the employee of the customer support forwarded the case to the management instead of giving me a time frame for the withdrawal's execution so now i'm asking friendly the intervention of you Lcb to avoid further delay from casino's side and get promptly the withdrawal executed.

thank you for your attention to this matter and I'll be looking forward to hearing from you.

Best regards,

rexola23

Hello rexola23,

Please send us your casino username via private message and we're going to get in touch with the casino rep to investigate your case. 

Hello tough_nut,

i just sent you the credentials. 
thank you in advance for your assistance 

Hello rexola23,

Thank you for sending your credentials, we're going to contact the casino rep and update you on this thread as soon as we hear back. 

Hello rexola23,

We sent a reminder to the casino rep since we haven't heard back thus far. Keep you updated on this thread. 

hello tough_nut,

I'm experiencing the same here too, where all my emails are getting neglected and there's no updates or progress with my case.

It's somehow strange such a behavior

Hello rexola23,

The casino representative informed us that your account has not been verified yet.

Their support team stated that it is strictly forbidden to approve any withdrawal request before you provide the necessary documents for verification.

Please let us know once you have submitted all the requested documents. If you have any questions, please contact their support team.

Hello tough_nut,

with all my respect they're simply lying to you and stalking for no reason. I sent you privately a proof of the email i sent where i told them in case a kyc check is needed i'm ready to provide it. But no response only pure negligence from them + my account is self excluded as i told you the only option to cooperate with me through email and tell me the exact steps instead of being escapist.

Best regards,

rexola23

Thank you for further details rexola23, we'll refer the casino rep to your latest post and see what their update will be. 

Thank you so much tough_nut.

I hope really they would provide you at least correct information and be honest instead of saying false statements that doesn't reflect the reality at all.

Hello rexola23,

The casino management has decided to refund your deposit. It should be done as soon as possible, and support will contact you regarding the case.

Once the refund reaches your wallet please let us know so we can close the complaint and mark it as resolved.

Hello tough_nut,

thank you for your reply.

sorry but i'm not satisfied with their reply and i will be escalating the complaint to their license masterholder since it's unfair such a behavior. They can't simply void the withdrawal and decide to refund me with no concrete reason. It's honestly ridiculous from them because i communicated since the beginning that i'm ready to provide any documentation for the kyc check and there's no terms in there T&C saying that once self excluded i'm only allowed to get my deposit refunded.

If it was the case where I have been losing the money and self excluding myself they won't even give me a penny back

Hello rexola23,

On their Self-Exclusion Policy page they have the following: 

"You will not be able to deposit or withdraw funds when the limit is active."

If you feel unsatisfied, you can file a complaint with their licensor.

We tried our best to help you and mediate in this situation. Considering that we cannot do anything further to assist you, as the refund was their final decision, we will close this complaint and mark it as UNRESOLVED.