1Red Casino - Igrač zahteva povraćaj novca nakon problema sa nalogom.

Hello, I was able to register and make a deposit at 1Red Casino despite a self-exclusion due to gambling addiction.

The casino did not enforce my self-exclusion and told me that my problem would be resolved and that I should wait. After four weeks, I received only a dubious response today with some excerpts from the terms and conditions.

Although the casino stated that it was striving to resolve my issue and initiate a refund, this was not done.

I am requesting a refund of all my deposits, as I should never have been able to open an account and make deposits at the casino.

Hallo, ich konnte mich bei 1Red Casino trotz eines Selbstauschlusses aufgrund von Spielsucht anmelden und Einzahlung tätigen.

Das Casino hat meinen selbst Ausschluss nicht bewirkt und mir gesagt, dass mein Problem gelöst wird und ich abwarten soll. Nach vier Wochen habe ich heute nur eine dubiose Antwort erhalten mit irgendwelchen Auszügen aus den Geschäftsbedingungen.

trotz der Mitteilung des Casinos, dass es bestrebt ist, meine Angelegenheit zu lösen und eine Rückerstattung einzuleiten, wollte dies nicht getan.

ich verlange eine Rückerstattung aller meine Einzahlungen, da ich bei dem Casino nie ein Konto eröffnen und Einzahlungen hätte tätigen dürfen

Dear xSerious169,

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. 

• Could you please forward your initial self-exclusion request to me? If the casino sent you a confirmation please forward it as well.
• Could you please confirm you registered a new account using the same accurate personal information as in the previous account?
• Could you please share with me your communication with the casino that supports your claims? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello, I am sending the self-exclusion to your email.

I mean, I just received an acknowledgement of receipt of my email and that it was being processed, after that I didn't receive anything until I sent my refund request to the casino.

Unfortunately, I can't find this email anymore because I probably deleted it because it didn't seem important to me.

I was able to open an account using the same personal information that I provided during my self-exclusion.

Hallo, ich schicke den Selbstausschluss an deine E-Mail.

Ich meine, ich habe nur eine Eingangsbestätigung für meine E-Mail erhalten und dass diese bearbeitet wird. Danach habe ich nichts mehr erhalten, bis ich meine Rückerstattung Forderung an das Casino geschickt habe.

Jedoch finde ich diese E-Mail leider nicht mehr, da ich diese vermutlich gelöscht habe, dass sie mir nicht wichtig erscheint hat.

Ich konnte ein Konto eröffnen, mit denen selben Daten, die ich auch bei meinem Selbstausschluss als persönliche Daten hinterlegt habe.

Thank you very much, xSerious169, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.  

Thank you!

Vielen Dank!

Hello xSerious169, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of 1Red Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if you can provide us with any and all relevant evidence. ANy sensitive information can be sent directly to me on my e-mail matej.l@casino.guru.  

Thank you for your patience and cooperation in advance.

Dear CasinoGuru!

Thanks for informing us about the complaint.

We have carefully reviewed this case regarding the client's recent account activity and his request for a refund.

After conducting a thorough investigation, we found no record of any prior communication from the client on or around October 26th, or at any other time, requesting a self-exclusion or a ban from registration due to gambling-related concerns. Additionally, there were no indications in our system that the client had previously been known to us before his registration in January.

As a regulated casino, we take responsible gaming very seriously. When the client informed our support team about gambling issues in January, we acted immediately by closing the account in accordance with our responsible gaming policies. However, since no prior request for self-exclusion was made, and the client voluntarily registered and played on our platform before notifying us of any gambling concerns, we rejected the refund request.

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

Best regards,

1Red Casino Support Team

Hello,

I provided the casino with several pieces of evidence for my sent email.

I also requested and received an official confirmation of the successfully sent email to the casino from my email provider Web.de and presented it to the casino.

If the casino says they didn't receive an email from me, the error is definitely on the casino's side.

Hallo,

Ich habe dem Casino mehrere Beweise für meine gesendete Email vorgelegt.

Auch habe ich bei meinem Email Provider Web.de eine offizielle Bestätigung der erfolgreich gesendeten Email an das Casino angefordert und erhalten, sowie dem Casino vorgelegt.

Wenn das Casino sagt, dass es keine email von mir erhalten hat, liegt der Fehler definitiv auf der Seite des Casinos.

Thank you for the responses!

xSerious169, could you please provide us with the above mentioned evidence, please? From the previous screenshots you have sent, I can only see casino confirmation of some kind of refund request.

Thank you.

I have sent you the email that I also forwarded to the casino with the evidence

Habe dir die Email, die ich auch ans Casino mit den Beweisen weitergeleitet

Thank you for your message, xSerious169.

Would you be able to send me a screen recording that would show the e-mail in the 'sent items' box? Screenshots of messages are not sufficient evidence, I'm afraid.

Also could you confirm whether you have sent more than one message about the self-exclusion, to the proper e-mail address?

Thank you.

I sent you an email with the screen recording.

Ich habe dir eine Email mit der Bildschirmaufnahme gesendet.

I can confirm the reception of said video, thank you. Also, is this the only selfexclusion request message you have sent to the casino?

Yes that was my self-exclusion request to the casino.

and this was not processed by the casino.

Ja das war meine Selbstausschluss Anfrage an das Casino.

und diese wurde seitens des Casinos nicht bearbeitet.

But was this the only self-exclusion message you have sent to the casino?

I then asked again in the live chat whether my request had been received, but they just said it was being processed.

Nevertheless, I proactively sent this self-exclusion request to the casino.

If it is not possible to exclude me beforehand, then the casino could have contacted me within seven days, then I would have created an account

I know they will now say I should have tried harder, contacted the casino, sent multiple requests, been persistent, and so on.

However, I would like to tell you that it is extremely difficult to live with gambling addiction and you try to have as little contact with this issue as possible.

I sit down at my laptop every day when I don't feel like playing, check to see if there are any new casinos and exclude myself from those casinos. I do this in moments when I don't feel like playing, but know that I can control myself and just want to use the opportunity to exclude myself.

If you now say that I should have shown more commitment or dedication in order for my self-exclusion from the casino to be processed, that is simply wrong. Because then you are telling a gambling addict that he should have dealt with the topic of gambling more intensively.

Unfortunately, no apps or software work for me, so this is the most effective way for me to exclude myself.

A lot of casinos do this too or at least respond that I should please create an account so that they can block me.

For me, this is the easiest way to exclude myself.

And I sometimes write to 20 casinos a day, so keeping track of everything is very difficult. I can't check 20 casinos every day to see if I've really been blocked or not. It's just so time-consuming on a large scale that it's not even possible.

So again: I have sent the casino a legally binding self-exclusion due to gambling addiction in accordance with the terms and conditions.

The casino's job is to either block me directly or, if that is not possible, to inform me about it, then I would have created an account.

Neither of these things happened, so I don't see it as my fault, but rather the casino's.

This is also the reason for my refund request, as I have done everything in my power to inform the casino about my gambling addiction and exclude myself

Ich habe dann noch einmal im Live Chat nachgefragt, ob meine Anfrage eingegangen ist, dort hieß es nur, es ist in Bearbeitung.

dennoch habe ich diese selbstauschluss Anfrage proaktiv an das Casino gesendet.

Wenn es nicht möglich ist, mich vorher auszuschließen, dann hätte mich das Casino innerhalb von sieben Tagen kontaktieren können, dann hätte ich einen Account erstellt

Ich weiß, dass sie jetzt sagen werden, ich hätte mehr Einsatz zeigen sollen, das Casino zu kontaktieren, hätte mehrere Anfragen schicken sollen, hartnäckig bleiben sollen und so weiter.

Dazu möchte ich Ihnen aber sagen, dass es extrem schwer ist, mit der Spielsucht zu leben und man versucht, so wenig Berührungspunkte mit diesem Thema wie möglich zu haben.

ich setze mich täglich an den Laptop, wenn ich gerade nicht das Verlangen habe zu spielen, schaue, ob es neue Casinos gibt, und schließe mich bei diesen Casinos aus. Das tue ich in Momenten, in denen ich nicht das Verlangen habe zu spielen, sondern weiß, dass ich mich beherrschen kann und einfach nur die Möglichkeit nutzen möchte, mich auszuschließen.

Wenn sie jetzt sagen, ich hätte mehr Einsatz oder Engagement zeigen müssen, damit mein selbst Ausschluss vom Casino bearbeitet wird, ist das einfach falsch. Denn dann sagen Sie einem Spielssüchtigen, er hat es sich intensiver mit dem Thema Glücksspiel auseinandersetzen müssen.

Da bei mir leider keine Apps oder Software etwas bringt, ist dies für mich der effektivste Weg, mich auszuschließen.

Sehr sehr viele Casino tun das auch oder Antworten zumindest, dass ich doch bitte einen Account erstellen soll, damit sie mich sperren können.

Das ist für mich der einfachste Weg, mich auszuschließen.

Und ich schreibe teilweise 20 Casinos täglich an, hier einen Überblick zu behalten ist auch sehr schwierig. Ich kann ja nicht täglich bei 20 Casinos nach prüfen, ob ich wirklich gesperrt wurde oder nicht. In der Masse ist es einfach so zeitaufwändig, dass es gar nicht möglich ist.

Also noch mal: ich habe dem Casino einen rechtskräftigen und anhand den Geschäftsbedingungen entsprechenden Selbst Ausschluss aufgrund von Spielsucht gesendet.

Das Casino hat er entweder die Aufgabe, mich direkt zu sperren, oder wenn dies nicht möglich ist, mich darüber zu informieren, dann hätte ich einen Account erstellt.

Beides ist nicht geschehen, somit sehe ich hier keine Schuld bei mir, sondern beim Casino.

Das ist auch der Grund für meine Rückerstattung Anfrage, da ich alles in meiner Macht stehende getan habe, um das Casino über meinen Spielsucht zu informieren und mich auszuschließen

Dear xSerious169,

As it has been pointed out in your previous complaints, casinos are not obligated to keep a database of people who are not their customers. Keeping such private data like this could go against GDPR policy too. As you noted yourself, sending only one e-mail with no follow ups is not considered a sufficient effort by our standards.

Furthermore, the way you attempted to manage this situation raises concerns. Requesting self-exclusion before even registering - when "not feeling like playing" - then subsequently depositing funds into your account, is highly suspicious. Such behavior typically suggests an attempt to exploit responsible gambling policies for unfair advantage, with the expectation of "no-risk play." If a player wins, they may not notice any issue since the self-exclusion request would not be linked to an active account. However, if they lose, they may claim that they should have been excluded, as you have done, and demand a refund.

The self-exclusion policy is clear: it applies only to players who have registered, agreed to the casino’s Terms & Conditions, and have an active account. Unfortunately, this does not apply to your case, as you were not a registered user at the time you submitted your self-exclusion request.

Regarding online caisnos, there are hundreds of casinos, with new ones popping up nearly on a daily basis. You say you have a gambling problem, yet you actively engage with casinos and give yourself ample opportunities to slip and get back into the habit. I personally do not consider this a good approach to your issue, as it is a never-ending battle that you cannot win. Same way as I would advise an alcoholic who has a pub on his way from work, to change his routes to avoid it - I would also recommend you to to stop engaging with online casinos and stay away much as possible. To minimise the temptation.

There are plenty of apps and programs both for your mobile and PC that can help you with this. For instance BetBlocker (https://betblocker.org/) been showing some great results. Althought you mentioned that doesn't work for you, yet you could install and activate them with a family member or a friend present. Having them to create a secure password (that will not be shared with you) and activate the block, you would not be able to deactivate them yourself, keeping you safe in times when the addiction kicks in.

Lastly, if you are struggling with the addiction, I would recommend you to seek out professional help. If you use the following link: https://casino.guru/problem-gambling-help-centers#cnt_84=true, you can find a centre in Germany closest to you, and even chose the preferred way of treatment - remote or in person. They can help you kick the habit, so you can stop spending your days sending numerous e-mails to casinos, and instead focus on something more productive, that would bring you joy in life. I am sure they could also advise you on how to avoid online gambling and get excluded the proper way.

Due to the aforementioned reasons, this complaint will now be 'rejected'. Thank you for your understanding, I am sorry we could not be of more help on this occasion.