1Red Casino - Player is facing issues related to responsible gambling.

Good day ,

i have a problem . I have a gambling restriction wich I went to Rehab . In Rehab I signed with the board of gambling commission Gauteng a on line restriction as also all the casinos in gauteng. Now my partner found out and needed to tell him the truth. So he went on my emails and statements . He said the casino didn’t took responsibility for safe gambling while seeing and approved my SA ID . The casino is aware . But they take there hands of .

before we report them to the gambling commission. I hope that guru can give me advise .

Dear Beast777,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Red Casino.

Please note the online casino is not licensed under the specified regulator, Gauteng Gambling Board. seem to be a licensor to offline gambling establishments only.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise since when have you been a player of the casino?
• Have you informed the casino about any gambling issues? Has your account been closed as a result?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Thomas ,

thanks for the message . Yes I did told the casino and sent the papers from the gambling office . I will also sent you all communication. I play there more then a year for now . The ViP manager was aware that I had problems . You will see that on the private emails . But every time they came with bonus , even I wrote a bad review . The ViP manager offered me lower wager and cash spent , after I told him multiple times I want to close . . I will sent everything you might need . Otherwise please ask me .

regards .

Dear Guru ,

As you can see it’s was difficult with the temptation. Also that I have a problem . Tried to close so many times . And I did sent you private ( sorry for the inconvenience and inconvenience about the email address . I think I have sent you guys everything. It’s not really helping when you have a restriction with gambling . So everytime they offered me not close my account.

please let me know if I can help you ?

Thanks Tomas .

responsabele gambling is not really working .

Regard

Over here some conversations between closing my account .

this is not protecting for responsible gamble .

regard

as you can see , you can’t close you’re account by yourself ? I tried it many times .

Hi Tomas ,

I ask the casino for a timeline this is the last email I received from my VIP manager from

1 RED .

Kind regards ,

not sure if I sent you this one also . Wrote a review ( and as a problem gambler I was so stupid to do . But afterwards I deleted everything. Also for extra spins he would give me .



Hi Tomas ,

this is the conversation about the review . I have so many screenshots that i unnest don’t know what is important for you to get a good overview about the difficult situation. So I try to do my best . Please bare with me if I already have sent it to you . Wrote you also in private .

thanks for guiding me Tomas .

regards .

Thanks for your patience.

Could you please explain when exactly did you receive this email from the casino?

Was your account later reopened?

Hi Tomas ,

the last one was when I sent them the papers from self exclusion commission here in South Africa . No after that message my account was not reopened .

regard

Hello Tomas ,

I sent the papers around a week ago . Most probably same date I submitted the complaint with you . And afterwards I did not reopen .

I checked my sent items it was on the 15 October that I sent them with explanation.

regards ,

Hi Tomas ,

i sent it on the 15 October to the casino . Then it was not reopened .

kind regards

so basically withholding me from closing my account . And even offer spins or free money etc is allowed for the casino VIp . So making up there own rules now . So only after sending my papers the account was possible to close . But often when I requested during deposits he is allowed to convince me to keep it open. . Also giving free spins after I wrote a review . They contacted me when I had a cool of period .

that all helps with " responsible gambling " then I would say … why not let everyone know the conversation between the casino VIP open .. so people can see what’s going on . Now they only see the written things . So the covered him now with this answer . So the casino can keep there customers in there gambling problems . And when I signed the agreement I assumed it was also on my South African ID .

but again …. They have now all the power . To left or right keep you gambling . the can breached every rule with this answer .

let me know Guru her / his opinion

So asking for good reviews in change for cash of free spins , offer cash money not to close you’re account . The many times I requested a self exclusion ( but the proof is all there is the screenshots . Still the casino scores above average for safety . And reading the reviews not the only on. I really hope that Guru take a good look at the screenshots between my ViP manager . But now at the end everything is the players default . So that’s how they operate.

this is additional information ( couldn’t edit the previous post.

Regard

hi Tomas ,

I asked my VIP manager this questions after he denied my claim . This are the questions and his answer .

I struggle with submit things . It seems that what I post is double . Sorry for that .

this is the answer from the VIP manager .

so everything concerning responsibility is covered now with the email I sent you ( there state ment . So everything written about this still makes him ok to do all of those things .

all the screenshots I sent you with asking for positive review on Guru offer me money to open my account. So they have zero interest in taking responsibility. I really hope and stated before that even for a non profit company like guru ( and you can see my details it’s not the first casino I complain and took actions . Ofcourse they say , they are not responsible. Who is taking care of the defaults of the casino ? We have a platform like you guys to know the truth behind . That’s why I save all communication.

I really wonder what you as a specialist thinks about the whole situation.

thanks and kinds regards,

Dave

Didn’t want to withhold his last email .



Hi Tomas ,

Just wondering if you had ever feedback to you as a complaint manager from the Casino . About this matter …. Or did they only contacted me ?

Regards ,

Dear Beast777,

Thanks for the confirmation and for the extensive explanation of the situation.

Please understand that the GCB is a license that oversees offline gaming venues and establishments. Such self-exclusion might not apply to an online casino.

If the contact person of the corresponding license WCGRB is unsure whether self-exclusion applies, it's impossible for us to argue it does.

From our point of view in this situation, it's important the know that you contacted the casino directly and informed them about a gambling problem. The result we expect is the casino closed your player's account shortly after and doesn't allow you to play further.

Please let me know if your account was closed shortly after you informed them and whether it stayed closed. We can't ask the casino to refund any deposits made before that happens.

I'll await your reply.

Hi Tomas ,

Thanks for the reply . Only after I sent the papers of the self exclusion is was closed . It never got reopened again . But !!!!!!! As you can see on all the communication about closing account etc . The account has been open even during cool down periode . I needed to give them the following message ( that I take full responsibility of me opening the account . I think i still have somewhere a email that it was open again after 24 uur after giving him the answer to reopen again . So yes before that I had cool down and middle of the cool down I was able to reopen it again . But I need to dig deep . My other concern is that the way the VIP manager manipulated the closing part , asking for good review etc … I can’t imagine this is responsible gambling from there side . But after I sent the papers on the 15 October we had a lot of emails between the VIP and me . It’s goes two ways . You can’t say we take responsible gambling seriously and on the side of casino they offer me cash money not to close .

but that’s my opinion.

if I find that email I will sent it asap .

thanks so far .

regards

I had a fixed cool down request of 6 months but it was easy to open during the cool down as you can see .

request from my side to close it . But never happend



And normally a cool down is not permitted to reopen before the date of ending . That’s with all the casinos . I had a cool down for 6 months .

So basically to get to the point . The account was reopend after my first attempt. And only after I sent them the papers it was not possible to reopen again . So I don’t know how you want to see this . But this is what I have from all communication. But again all this is as a experience gambler totally not responsible from the casino . But that’s really my point of view .

so with sending the papers then they closed it permanently. But still keep mind , from my side there where several attempts to close . And you see the communication from the ViP it took me 24 hours to reopen . Only when I did a official email and request they closed it .

I really appreciate that GURU take in considering the actions from the VIP manager also .

Thanks !

have a good weekend

And no I didn’t informed them the first time about a gambling problem. As additional information.

this is coming from the government representatives

important info !!!!!!!!!!!!



Hi Tomas ,

1RED casino is now also reported with all the National boards and Western boards of racing and Gambling .

As soon I have feedback I will share . But the are working unlawful in South Africa .

Regards

Thanks for your replies.

Please note the casino agreed to open your account only under particular circumstances during the cool-off period, and you as a player took responsibility when requesting to reopen the account.

We don't interfere in matters regarding the licensing of online casinos. As long as the casino accepts players from a certain country and pays players their winnings, we respect the decisions of players who choose to play in such casinos. We display the license status of each online casino in our review as best as we can.

After taking into account the presented information we unfortunately can't proceed with requesting a refund on your behalf.

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 casinos.

Please check responsible gambling resources found on our website:

https://casino.guru/problem-gambling

Above all, if gambling 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#cnt_200=true)

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.