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I self excluded myself from the casino for 1 year a few weeks back and confirmed . I requested my account to be reopened and all I had to do was email a line saying " I take full responsibility " however it was reopened the next day . Their own terms says self exlusion cannot be undone for the time period of time and even my " vip manager " told me it can be undone but only after 7 days . My account was opened the next day ( all screenshots to prove it ) . I have submitted a format complaint but I keep getting the same " we are looking into it " so I can requesting the 920 euros back which I later deposited when my account should not of been reopened

Dear Clarkyboy27,

Thank you very much for submitting your complaint.

I’m sorry to hear about your situation with the casino. I understand why you are frustrated, and I appreciate you providing details about what happened.

To get a clearer picture of your case, I’d like to ask a few questions:

• When you first requested self-exclusion, what reason did you give for wanting to block your account?
• Did the casino confirm in writing that your account was successfully self-excluded for one year?
• When you requested the reopening, did they mention any waiting period before they processed it? Or did they immediately agree to reopen it?
• You mentioned that your VIP manager told you the reopening should only be possible after seven days—was this in writing, and do you have a copy of this conversation?
• Since submitting your formal complaint, have they given you any meaningful updates, or is it only generic responses?

If you have any emails, chat logs, or screenshots related to this situation, please forward them to petronela.k@casino.guru so we can review them.

Your cooperation is crucial in helping us assess what happened and determine the best course of action. The more details and evidence we have, the stronger the case we can present to the casino.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

All screenshots sent let me know if I’ve missed anything you need

I have now emailed you 1red email which they are literally just making it up . Vip has you will see confirmed my account can’t be reopened until 7 days and obviously there own terms say it can’t be undone at all u less the time of the exclusion lapses . They are now saying because it was a 1 year exclusion that’s why they opened it up after 24 hours . Literally just made stuff up

Hi there,

Thank you for your patience. I’ve created a timeline based on the information we’ve gathered so far. Could you please confirm if everything aligns with your experience? Here's the timeline:

1. 9th January 2025: You requested a self-exclusion (SE) for 5 years. You mentioned reading reviews about the casino, not trusting it, and that you would be playing in other casinos instead. There was no mention of a gambling problem. You were in contact with Gabe, a VIP manager, at this point.
2. 27th February 2025: You requested your account to be reopened, and Gabe promptly reopened it.
3. 28th February 2025: You received an email stating, "Your SE period has been disabled."
4. March 2025: Gabe mentioned that had you requested a permanent SE, they would have given you 7 days to reopen your account. Since your SE was only for a year, your account was reopened within 24 hours.

Please confirm if this timeline is accurate, or let me know if any adjustments are needed. Once we confirm, we can proceed with any next steps.

Yes that’s correct .

as you will see from emails I told him many many times to close it permanently not just to close it time after time . I didn’t say the reason I did say I wanted a break from the casino which you will see from the emails . I have also had 2 emails which I sent you still trying getting me to play since I’ve raised these complaints .

the 7 days which the screenshots confirm my account should not be reopened anyway according to terms unless the self exclusion lapses I did tell him 5 years but when I reopened I had to say " I take full responsibility to remove the 1 year self exlusion " but weather it’s 1 year or 5 years . They have just made terms up whenever they feel like it. Not only does the terms say ot won’t be undone until the time lapses which has been completely broken the vip confirmed it can be but can be reopened after 7 days cooling off like period as you will see was opened after 24 hours and they have literally just made up " because it was done for 1 year it can be 24 hours " no where does it say that but your timeline is absolutely right yes

Dear Clarkyboy27,

Thank you for confirming the timeline and for providing more details about your situation.

From what we can see, you never explicitly mentioned a gambling problem in your requests. This might have led the casino to treat your self-exclusion request as less urgent or not requiring immediate action. However, according to the casino’s terms and conditions (https://www.1red.com/terms-and-conditions), an account should only be reopened after a 7-day cooling-off period following a written request to revoke self-exclusion. In your case, this rule was overlooked, and your account was reopened straight away.

• To further investigate and strengthen your case, could you please provide your cashier history showing when you placed deposits after your account was reopened? This would help us better understand the impact of the early reopening and how it affected your gameplay.

Thank you in advance for your reply.

unfortunately they have now closed my account so I.l can’t access it but I have sent my emails confirming deposits and bank deposits.

Yes I will submit via my bank on your point on reopening as you will see even my own " vip" confirmed wouldn’t be opened until after 7 days

don’t forget the discriptor is diffirent as most gambling sites use different names on transactions

the casino comes up as " Terrvers London gbr

even when you make a deposit you don’t always get emails telling you but I attack my screen shots of bank .

I did get 3 emails from the various values but there are few that I didn’t get

Hi Clarkyboy27,

Thank you very much for your reply and for providing additional information about your case.

I’m sorry to hear about the situation you’ve encountered with your account and the self-exclusion request.

I would like to kindly ask you the following:

When you communicated with the casino and requested the self-exclusion, do you think there could have been any misunderstanding or unclear information regarding the duration of your request?

From the information we have so far, it seems that you asked several times for the self-exclusion period to be "permanently for 5 years", but you never mentioned having a gambling problem. Could you please confirm if this is correct and whether you believe your request was clearly understood by the casino?

I didn’t say I had a problem .

I said I wanted a break but to me there terms are very clear .

self exclusion cannot be undone until time lapses also yes as you can see I told them 5 years well I actually said permanent however I don’t know it was 1 year until this complaint was raised

even if they only excluded 1 year only then after my vip confirming the 7 days rule cooling off period it still shouldn’t of been reopened

Dear Clarkyboy27,

Thank you for your patience while we reviewed your case in detail. After thoroughly assessing all the provided information, we regret to inform you that we must reject your complaint for the following reasons:

1. Lack of Gambling Problem Mention – At no point during your communication with the casino did you state that you were experiencing gambling-related harm. Casinos treat self-exclusion requests differently when a gambling problem is explicitly mentioned.
2. No Clear Request for Permanent Self-Exclusion – While you requested your account to be closed multiple times, you did not clearly specify that it should be a permanent self-exclusion. Instead, you mentioned that you wanted a "break" from the casino. This distinction is important, as standard account closures do not follow the same strict rules as self-exclusions.
3. Acceptance of the 24-Hour Reopening Policy – When you requested to have your account reopened, the casino informed you that it would be done within 24 hours. You did not dispute or object to this at the time, which suggests that you accepted the conditions under which it was reopened.
4. Consistent Requests for Reopening – It is important to note that you requested your account to be reopened. While the casino’s self-exclusion policy states that an exclusion cannot be undone until the time lapses, this only applies when a formal self-exclusion is requested. In your case, you requested account closure and later asked for reopening, which the casino processed accordingly.
5. You Never Requested Self-Exclusion – At no point in your communication with the casino did you ask for self-exclusion. Instead, you requested a general account closure, which does not follow the same strict rules as self-exclusion. The casino acted on your request accordingly, treating it as a standard closure rather than a gambling-related exclusion.

We understand your frustration, and we encourage you to be as clear and precise as possible in future communications with casinos. If you intend to self-exclude, it is crucial to explicitly state that you are requesting self-exclusion due to a gambling problem and that you wish for the exclusion to be enforced strictly.

Given these circumstances, we are unable to pursue this case further. Thank you for your understanding, and we wish you the best moving forward.

Best regards,

Petronela

Head of Complaint Resolution Center

Casino.Guru