1Red Casino - Igrački nalog je zatvoren bez objašnjenja.

Good day!

I registered at this casino, took a bonus on the first deposit and replenished it with 800 euros. I managed to win the wager and win the bonus, and then win a little more!

I uploaded all the necessary documents that were said in the chat and received a message about the full verification of the account (as in the screenshot) I was even taken to the VIP club of the casino.

And the interesting thing started when I wanted to withdraw funds, I put 999 and 999 euros, I got a cancellation because it exceeds the withdrawal amount per day.

then I put 999 again, and a day later they canceled it because I did not have a confirmed withdrawal address (let me remind you that before that I received a message about full verification) having provided all casino information, I was convinced that there would be no further problems with the payment, but a day later they canceled the payment again.

Motivating this with additional verification and asked me to upload a selfie with a document and a piece of paper in my hands (where the name of the casino is written), I took this photo 15 times (they constantly didn’t like the angle) one still came up and I finished check.

I again deposited 999 euros for withdrawal in the hope of receiving a win.

But when I tried to log in to the account the next day, it was already blocked, without explanation, without good reason, without any violations.

The casino refuses to contact me and replies with prepared phrases.

I hope for your help!

Important notice:

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Dear Kuzmin,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you are experiencing with the casino.

To assist you better and to understand the situation more clearly, could you please provide more information regarding the following:

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please let me know which verification documents you have already provided and when exactly you sent the last one?
• Did the casino inform you of any specific withdrawal limits for your account/player status?
• Have you been informed that your account is under investigation?

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

Best regards,

Petra

1. Slots
2. ID, address confirmation, wallet address confirmation, selfie with document on the street and a sheet of paper Hello 1Red casino(12/22/25)
3. There were no restrictions on payment.
4. There were no reports of an investigation, the account was simply blocked after providing all the documents! (without explanation)

Dear Kuzmin

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

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.

Hello there,

Thank you Kuzmin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1Red Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Dear CasinoGuru,

We would like to clarify the situation with this player. Yes, his account was indeed closed due to forged documents, but we offered to return his deposit. The player provided his details and we are already processing the refund of his deposit.

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

Best regards,

1Red Casino Team

Thank you very much for the update 1Red Casino representative. Would it be possible to provide me with evidence of the forged documents? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Kuzmin, We will keep this complaint open until you confirm your deposits have been refunded. Please keep me informed about any further developments.

Thank you for response,

Just sent the evidence to your email, just check it please.

Best regards,

1Red Casino Team

Thank you for providing me with the information 1Red Casino representative, I have responded to your email and I await your response!

Dear Kuzmin, I will keep you updated about any new developments. Thank you for your patience during this time!

all documents are original and genuine, please note this!

I can provide you with a photo or scan. I don't understand why the casino claims they are not genuine, I sent them 20 photos

Dear CasinoGuru,

We just responsed to your email, we're waiting for your response.

Best regards,

1Red Casino Team

Thank you for providing me with the information 1Red Casino representative, I have responded to your email and I await your response!

Dear Kuzmin, I will keep you updated about any new developments. Thank you for your patience during this time!

Good day!

and at what stage are we now?

after a month of hard work

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 Kuzmin,

I have not received any new correspondence from the casino. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter