1Red Casino - Igrački račun ostaje otvoren uprkos zahtevu za zatvaranje.

Hello,

My complaint is about 1red, a site that does not hold the correct license to accept dutch players, but still do via mirror websites like 1red2.com. But that is not my complaint. I requested a refund, because me as a problem gambler asked for my account to be closed on the first of june. i only deposited 100 before that. They simply ignored this and let me play for a lot more. Totalling 850€. Only the second time asking they closed my account on the 8th of july

Hello,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to protect the player.

On the other hand, self-exclusion represents a degree a protection. If a player successfully makes a self-exclusion, the casino agrees not to open this account, or if yes, only under particular circumstances.

• Could you please specify the reason given to the casino for closing your account on June 1st?
• Could you please explain the circumstances that preceded your account closure in the casino on July 8th?
• Kindly support your complaint with evidence, such as the relevant communication taking place. Share screenshots here or send them to my email at tomas@casino.guru

Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

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Stay safe.

Could you please specify the reason given to the casino for closing your account on June 1st?

because i want to quit gambling and the site is not allowed to accept dutch players. I found out about it after visiting the normal 1red.com website instead of the mirrorsite 1red2.com

Could you please explain the circumstances that preceded your account closure in the casino on July 8th?

the same reason, the proof is already added in screenshots. My first email and VIP manager telling me it was closed the second time asking

Thanks for your reply and the explanation.

We believe that online casinos not licensed in your home country still have an obligation to offer a self-exclusion mechanism for players suffering from gambling problems.

To be protected in online casinos with offshore licences, we believe you need to disclose your gambling problems to the casino when requesting self-exclusion.

Since no similar reason was provided to the casino based on the information you shared in the complaint thread, we don't think the casino had an obligation to protect you and won't pursue a refund on your behalf.

If you have accounts open in other online casinos, I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well. Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

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. Please do not hesitate to contact us if you run into issues with any online casino in the future.