1Red Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

I have a problem with this casino( 1red casino),I had a win of 33 thousands euro,I deposited raw money and I never used bonuses,my account was fully verified with all requested documents and I was able to widrawal 5000 euro ,short after this when I wanted to widrawal second time the casino blocked my account and confiscated my remaining funds without a clear explanation or proofs that I did something wrong. I've insisted to get a proof that I did something against the rules and they simply refused any communication! You can see my unsolved complain against this casino on ask gamblers website as well. They failed there to give Informations They refuse any communication with h me on all they're channels. In attachment I've added some of the Proofs that I collected over the time.

Dear nm86nlplay,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with 1Red Casino. It’s clear that this has been a frustrating experience for you, and we appreciate the detailed information you’ve provided so far.

To help us mediate effectively and get a clearer understanding of the situation, I’d like to ask a few additional questions:

• Can you confirm the exact date you made your second withdrawal request, which led to the account block?
• Were there any prior issues or disputes with the casino before this withdrawal attempt?
• Have you received any communication from the casino explaining why your account was blocked or why your funds were confiscated?
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Could you let us know which documents you submitted for verification and whether the casino requested any additional documents after your first withdrawal?

Additionally, if there are more relevant communications, screenshots, or other supporting documents that you believe could help us investigate this case, please forward them to petronela.k@casino.guru at your earliest convenience.

Your cooperation is essential for us to proceed with this case. The more details and evidence we have, the stronger our position will be when reaching out to the casino to resolve the issue on your behalf.

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 matter further.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

*Hello they blocked my account around midday 15 november 2024.

*I had one delayed deposit that after 2 days reflected in the casino balance.

*They told me that my account was blocked by the platform not by them, initially but after that I've asked proofs and they refused.

*I've played slot games

*Photo of id ,bank statement to check my address,proof of one specific transaction selected by them from my deposits. After I've sent everything they confirmed on email that my account was fully verified and not other documents where requested.

They only told me I can't widrawal second time in the same day and they cancel my second widrawal request that was pending.

After few minutes my account was blocked.

*I've attached few of the screenshots from account, transactions, gameplay.

Hi nm86nlplay,

Thank you for sharing the details of your situation with us. I understand that this experience has been frustrating for you, especially given the significant amount of money involved and the lack of clear communication from the casino.

I’d like to clarify a few points to assist you further in investigating this matter. According to the casino, they have labeled your account closure as a case of "refund abuse" and mentioned that your remaining funds were confiscated after this violation was identified. They also indicated that you were refunded your original deposits, along with additional compensation. However, they did not provide any specific evidence or explanation supporting this claim. The casino made this accusation on another platform, AskGamblers, where you mentioned your unresolved complaint.

Could you provide more insight into the situation? Specifically:

1. Refund Abuse Explanation: The casino mentioned that your account was closed for "refund abuse." Do you have any understanding of what led to this conclusion? Was there anything unusual about your play, deposits, or withdrawals that might have been flagged?
2. Casino's Offer: The casino claims they refunded your deposits and added compensation. Do you agree with this?

Once we have this additional information, we will be able to assist you more effectively in resolving this matter.

Looking forward to your response.

1 .

I don't have any idea what they meant with refund abuse,I simply played at they're casino with raw money,I never accepted bonuses.

Nothing unusual about the gameplay, deposit.

I had a big win with a het of 2 euro on a slot game.

I considered that is time to widrawal my winings and after my account was fully verified with all documents requested they allowed me to widrawal,was strange that when i made first widrawal they asked me if i want to reduce the amount of widrawal and get a huge bonus. I refused because i never play with bonuses.

They approved my widrawal,they didn't mentioned that my widrawal is a compensation. They never communicated that.

2 .

I never asked a refund ,I simply wanted to widrawal my winnings in parts ,they allowed only 5 thousand euro per day and maximum 10 thousand euro per week. I wanted to widrawal every week part of my balance but they simply blocked the access to my account.

They refused any communication with me. No response on emails ,what I know is what you also see on ask gamblers unsolved complain.

They made they're own decisions without my approval,so practically they think they can do anything they want with a client winings.

I never asked refund of my deposits!!

I never asked compensation.

I simply asked to get my winnings in parts , instalments.

Thank you very much, nm86nlplay, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear nm86nlplay,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1Red Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1Red Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Dear CasinoGuru Team!

Thanks for informing us about the complaint.

Regarding the situation that happened: our client created an account, made deposits, and used them, but was then closed by the platform due to the reason "refund abuse". Yes, funds remained on the client's balance, but since the player was banned for violating the rules of the platform, the winnings were subtracted.

The amount of deposits was 2360 EUR, however, we confirmed the player's cashout of 5000 EUR, so we fully refunded the amount of his deposits and added 2640 EUR as compensation.

Of course, we wanted to continue cooperation with our client, but there was a violation of the rules of the platform and the account was closed by the decision of the administration.

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

I can confirm that I didn't requested any refund,I simply played with raw money without accepting any bonuses.

I didn't used my funds completely,and I managed to win approximately 33 k euro .

After that I've talked with vip manager to arrange weekly payments.

I got first payment and soon after that my account was blocked without any explanations and without any Proofs that I broke terms and conditions from the casino.

I can state that I've provided all documents necessary for verification and my account was fully verified.

I'm still shocked about the casino decision and about the fact that they confiscated aprox 27 k euro real balance left.

I can provide if is necessary all correspondence with vip manager, support team, I can proof anything is needed. I opened the casino account and I accepted all terms and conditions without breaking any rules.

They wrote exactly the same copy paste answer like in ask gamblers website complain that I made and after they refused any other communication and the complain was closed like unresolved.

I can stand up with any Proofs have my in email all the correspondence.

Please tell me red1 casino where and how I broke the rules? I never asked any refund from you're casino , you're the one who talks about refunds,not me.

I've agreed with terms and conditions, I've deposited only raw money, you're statement that I've used my funds is completely false,I always had real balance on and after a long gambling session I win approximately 33 thousands euro.

After my account was fully verified with all documents requested I planned to widrawal my balance in parts, instalments. I saved all the correspondence with vip manager.

All my actions where made in acknowledgment with you're terms and conditions and with the best intentions ever .

You're accusations don't have a strong ground and if you have proofs please show to the website complain team.

I can state that I have all proofs necessary on my side ,I can show all my bank statements, transactions,part of gambling history, screenshots of my gambling, winnings and with the real balance of my account as well with the widrawal requests.

If you accuse me of having in the past accounts with other casinos from the same network that is totally different,I have all documents necessary and all proofs on my side.

If is necessary I can involve a lawyer specialized in this because the amount of my real balance confiscated is huge.

Dear 1Red Casino,

Thank you for your message. Could you kindly clarify what you mean by "refund abuse" in detail?

Dear CasinoGuru Team,

We would like to inform you that we are actively working on gathering all the necessary information and documentation to address this case thoroughly and accurately. While we are collaborating closely with the relevant departments, the platform’s response time regulations unfortunately require more time than initially anticipated.

In light of this, we kindly request an extension of the investigation period to ensure we have sufficient time to receive the required responses and provide all the necessary evidence for a complete resolution.

We sincerely apologize for the delay and any inconvenience this may have caused. At the same time, we would like to assure you that withdrawals are continuing to be processed in line with the platform’s established weekly limits.

We truly appreciate your understanding and patience as we finalize our review. We remain committed to providing a detailed update at the earliest opportunity.

Best regards,

1Red Casino

Dear 1Red casino,

I would like to bring up a matter that seems to have been repeated from last December on the AskGamblers website in the complaints section.

Is this issue related to the non-disclosure agreements I signed years ago with your sister casinos? If so, I want to clarify that this should not affect my ability to maintain an account with a new casino. Since December, I have been requesting proof of the accusations against me, as I believe this should not be based on rumors or unsubstantiated claims.

When I created my account with 1Red Casino, I agreed to the terms and conditions, and I have never used any bonuses or requested refunds. I simply played, won, and requested to withdraw my funds.

If your department is targeting players who win fairly, this approach is completely unjustifiable.

I kindly request a thorough and fair review of my case and look forward to your prompt response.

Best regards,

Dear 1Red Casino,

As the player pointed out, you previously posted the same message on AskGamblers two months ago. Since then, according to the further thread posts, you have also been in direct communication with AG’s team via email. Given this, I assume you already have the necessary information.

Please feel free to share it at your earliest convenience.

Dear CasinoGuru,

Could you please provide your email address for sending further information? As this is sensitive information

Best regards,

1Red Casino

Dear 1Red Casino,

Thank you for your response. I kindly ask that you communicate directly with CasinoGuru to provide the sensitive information they have requested.

Additionally, I would like to mention that I have my own evidence and correspondence regarding this case, including non-disclosure agreements with your sister casinos from the past. These agreements should not affect my current situation with 1Red Casino or the issue regarding the withdrawal of my real balance.

I would like to emphasize that my account was fully verified, and I accepted all terms and conditions during registration. My registration was completed smoothly, and before verification and confirmation, I provided all documents requested by your team.

Please let me know how we can proceed to resolve this matter.

Best regards

Dear 1Red Casino,

Thank you for your response. Please send all relevant evidence to my email address at jakub.m@casino.guru.

I appreciate your cooperation.

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 1Red Casino,

I provided you with my email address a week ago but have not yet received any message from you. Could you please send the relevant information at your earliest convenience?

Dear Kudo,

Thank you for your efforts in addressing my complaint. I would like to point out that 1Red Casino displayed the same behavior last year in December on the AskGamblers website by failing to respond to a similar complaint I raised.

This repeated lack of communication highlights a concerning pattern and demonstrates their unwillingness to engage in resolving disputes. I hope this additional information will underline the importance of holding them accountable.

Please let me know if further details are required.

Dear 1Red Casino Team,

I am following up on my open complaint, which has remained unanswered since January. I am deeply disappointed by the lack of communication regarding my case, especially when I see other complaints being addressed on this platform.

To reiterate, my account was blocked, and €27,000 was confiscated, despite previous resolutions with your sister casinos, where agreements were made, and refunds were provided for deposits related to illegal activities in the Netherlands. This raises serious concerns about your practices and transparency.

If this issue is not resolved promptly, I will have no choice but to escalate this matter further with regulatory authorities and share my experience on other consumer protection platforms. Such continued behavior could lead to your platform being perceived as unreliable or even fraudulent by the wider online gaming community.

I strongly urge you to address this matter immediately and provide a fair resolution.

Thank you for your attention.

Dear nm86nlplay,

I apologize for the delay. I am still awaiting additional information from the casino. I have been in communication with a casino representative who has assured me that the issue will be addressed as soon as possible, but a bit more time is required.

To accommodate this, I am extending the timer by an additional week.

Thank you for your patience and understanding.

Dear Kubo,

Thank you for your update and for extending the timer to allow for further investigation. I appreciate your ongoing communication with the casino on my behalf.

While I understand that these matters can take time, I am eager to see this issue resolved as it involves a significant amount of money (€27,000). I hope the additional time will lead to a fair and satisfactory resolution.

Please keep me informed of any developments or if there is any further information required from my side.

Thank you for your assistance and dedication to this matter.

Best regards,

Dear CasinoGuru

Sorry for the long wait, we have sent you the information by email now.

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

Best regards,

1Red Casino Team

Dear 1Red Casino Team,

Thank you for updating CasinoGuru regarding my complaint. However, I would appreciate it if you communicated directly with me to resolve this issue, as it concerns my account and funds.

Please provide me with a copy of the email sent to CasinoGuru or address my concerns transparently here.

Kind regards

Dear nm86nlplay,

Unfortunately, the only information provided by the casino is that your account was closed by the platform, not by the casino itself. However, they have not clarified the specific reasons for this closure.

Without their cooperation, there is little that can be done to resolve this matter.

Due to this, I have no choice but to close this complaint as unresolved.

I understand that this is not a satisfactory outcome. However, the decrease in the casino’s rating caused by unresolved complaints may encourage them to reconsider their approach. Should the casino decide to respond and provide relevant evidence in the future, we will reopen the complaint and notify you via email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

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

Best Regards,

Kubo