1Red Casino - Povlačenje igrača je zaplenjeno i račun maltretiran.

Won money done all verification past and accepted then it was nt accepted they then cancelled all withdrawal s and made loads different excuses , but we screen shot every message I’m. 80 years old they ended up bullying me and I had to spend a day in hospital but luckily enough my daughter is a lawyer and she s for very good friends in fraud department s government and we are now pursuing them we have passed all our evidence to them and they have gone through it they think they will easily shut them down and prosecute them easily with the evidence we have , iv just lost my husband and they knew that and still was nasty and abusive the gaming commissioner is involved as well we will pursue this action asap and togeather we will end them and then we will also pursue compensation, we have still gave them time to pay £4,300 , I wish could up load the screenshots . We gave a big following now they don’t realise how far my daughter will go . Absolutely disgusting behaviour and scammers

Dear Janetwin,

Thank you very much for submitting your complaint. Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information. Could you please elaborate? Did the casino confiscate your winnings? Or has your withdrawal been delayed?

I will be patiently waiting for your reply.

Best regards,

Kristina

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

They confiscated my winnings and use the word refunds etc and iv just found some stuff on there basically telling you they are going to scam you not so many words please work togeather to stop them but tbh my legal team have got so much evidence they will be finished they have multiple sites , I gave heard that they also sell for money your data

This is on there sites basically saying you won’t receive your money and that your going to get scammed

Thank you very much for your reply, Janetwin. Have you received any explanation from the casino regarding this situation? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

No explanation just different excuses one was it was bonus money which I can prove not then saying verification which was all passed then not playing in the rules etc different excuses and on Trustpilot every player from the uk 🇬🇧 has the same thing happened to them

so why have they excepted me and took lots of deposits off me

Janetwin, please allow me to ask you a few more questions, so I can understand the whole situation completely. 

• In one of your screenshots, I see a balance of £4,300. Is this your current balance or is it an older screenshot?
• I also see that the casino requested you to verify your account, and in your initial message, you mentioned that the verification was ultimately not accepted if I understand correctly. Have you recently provided any documents to verify your identity?
• Do I understand correctly that you have not accumulated these winnings with a bonus?
• Lastly, which games did you focus on - slots, live casino, sports betting, etc.?

Thank you.

It was on slots Big bass hold and spin

Here’s another excuse I’m an 80 year old lady with very bad health and was treated like a nobody piece of scum I have all the nasty emails and excuses they used they even changed the terms and conditions and also changed my account around to look like I was doing things wrong and self excluded me and said I done that, this is what I mean by that they cover things up to get out of paying withdrawal and they also said it’s not a withdrawal it’s a refund?

Could you please forward me the email in which the casino informed you that your account was self-excluded? My email address is kristina.s@casino.guru. Thank you.

Iv sent you screenshots

Thank you very much, Janetwin, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Janetwin,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 1Red Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

As from today the casino is now emailing me offering me bonuses and saying they missed me?

Dear CasinoGuru Team,

The account was closed following significant concerns regarding the player’s behavior during the verification process. The player emphasized the urgency of their withdrawal and described their situation in a way that appeared intended to create pressure on our team to bypass standard verification procedures and responsible gaming policies. 

They also referred to their age as a reason to expedite the process, despite our team providing clear explanations and offering alternative solutions. Unfortunately, the player chose not to engage constructively, which made it impossible to proceed with the necessary steps.

Their communication appeared aimed at pressuring us to bypass established verification procedures, which are designed to ensure compliance with industry standards and responsible gaming practices. Despite multiple explanations and the provision of alternative solutions, the player chose not to engage constructively, further complicating the resolution of their case.

Given the circumstances, the account was closed in accordance with our Responsible Gaming Policy to safeguard the player and prevent any potential harm.

We will provide all supporting evidence and relevant details to the email address provided. Please let us know if you require any further clarification.

Best regards,

1Red Casino Team

Absolute lies again

Thank you for your response and additional information, 1Red Casino Team.

Unfortunately, I have not received any email regarding the matter yet. Can you please send the relevant details and supporting evidence to my email address (branislav.b@casino.guru)?

Thank you. Looking forward to hearing from you.

There now playing games with me, they said I can withdraw so I tried then they blocked it , and now they closed my account again there just big scam who are playing with peoples health and heart and have no idea how there hurting and lying with nastiness, they have no concern or morals in customers they have stolen there deposits

Dear CasinoGuru,

We would like to confirm that we have sent the relevant details and supporting evidence to your email address branislav.b@casino.guru.

If you do not receive it, please let us know, and we will be happy to resend the information.

Looking forward to your confirmation.

Best regards,

1Red Casino Team

Thank you for your email, 1Red Casino Team.

Although I received it, and it mentions documents and details, unfortunately, I was unable to find any in the email. I could see only the email body, but nothing else to be reviewed.

Can you please look into it once again and send me the necessary details/evidence? Use my email as before (branislav.b@casino.guru).

Thank you.

Dear CasinoGuru,

We have supplemented the provided evidence with additional details regarding the player, ensuring a comprehensive view of the situation. This includes the full conversation history, supporting documents, and any relevant information for an objective assessment.

The requested materials have been sent to your email address branislav.b@casino.guru. 

Best regards,

1Red Casino Team

Dear Janetwin,

Unfortunately, the casino provided us with sufficient evidence supporting its claims and decision regarding your account.

After gathering all the necessary information and documents, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - you were not able or willing to pass the KYC/verification, providing absurd reasons for not providing the requested documents/photos, which made the process impossible. Unfortunately, verification is mandatory to withdraw anything from a casino account, and due to your non-cooperation during the process, it was not completed at all.

As for your claims about their license - it is the players' responsibility to make sure the casino has a valid gaming license. Otherwise, they take the risk of losing funds legitimately/knowingly by playing at such online casinos. It is too late to refer to such a fact after any of your previous deposits were lost by playing. As for your last deposit and the disputed winnings - it was already explained. Incomplete verification = impossibility to withdraw any funds from the casino account.

The casino acted in accordance with the terms and conditions you accepted upon registration.

Thank you very much, 1Red Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru