1Red Casino - Player requests full withdrawal and disputes casino's claims.

I made an account on 1red and made deposit of 54,29€ in USDT and just asked a withdrawal of 129,29€ while self excluding permanently myself because in fear of not losing control. So I sent an email to the casino saying that I'm ready to provide any documentation needed for the kyc check but to my surprise all my emails got neglected and I haven't got no updates till today where they decided out of nowhere to only refunding me the deposit made saying that I didn't make the KYC Check on time and that i didn't met the wager requirements of the bonus although I'm more than certain that I haven't use any kind of bonus. It's pretty ridiculous from the casino such a behavior and even by going through their terms of use there's nothing mentioning that by a self exclusion i'm only entitled to get simply my deposit refunded. You will find attached the history of transactions and the email conversation i had with them and the last update i got today. I'll be really asking for your assistance to get the full amount of 129,29€ to be withdrawn since if it was the case where i lost the amount they won't even care at all and don't provide a simple penny back.

Thank you for your attention to this matter

Dear rad234,

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

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

Was any bonus activated on your account without your knowledge? Are you able to check the bonus history of your account?

• Is your account currently accessible to you?
• Has the casino requested any particular documents from you?
• Have you informed the casino about your gambling problem? Could you please forward your request for permanent self-exclusion to me?
• My email is tomas@casino.guru

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

Hello Tomas,

As far as i know there was no bonus activated unless there was something tricky and hidden from the casino. But I haven’t accepted/activated any kind of bonus.

At this time I can‘t check the bonus history since my account is already closed permanently in relation to the self exclusion.

No the casino didn’t request any kind of documents and as i attached initially to you the short communication I had where I informed them if any documentation is needed for the kyc check I‘m more than ready to provide it.

Yes I already informed them and got self excluded and I‘m sending you the request separately via Email.

Just a point I would like to add the withdrawal was pending before even the account got closed.

Thank you for your attention to this matter and I‘ll be looking forward to hearing from you back.

Best regards,

rad234

Thank you very much, rad234, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 rad234,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 1Red Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Alpha Affiliates representatives,

I would like to address certain issues, that you as the casino representatives here, simply providing information that is misleading and damaging to your credibility.

After a thorough review of his account, we found that the player did not meet the necessary wagering requirements for his deposit of €54.29 in USDT. Additionally, Sami did not complete the required KYC (Know Your Customer) check, despite our requests for the necessary documentation. As per our terms and conditions, these steps are essential for processing any withdrawal requests.

To clarify, here is the complete wagering history, which is 100% accurate:

- I started with a €15 bet, which was a loss.

- Then I placed a €15 + €15 (double down) bet, resulting in a win of €60.

- Next, a €20 bet resulted in €40.

- Finally, a €40 bet resulted in €80.

All these bets were placed on Evolution Live Blackjack at a Russian table. 

In total, I wagered €105, which represents 1,934 times my initial deposit.

According to your terms and conditions, there is no clause that voids my withdrawal if the wagering is less than three times the deposit. Specifically, section WITHDRAWALS FROM THE ACCOUNT, point 15, states that if a gambler requests a withdrawal and the sum of bets made since the last deposit is less than three times the size of that deposit, the casino reserves the right to charge the gambler the costs of transaction processing, including deposits and withdrawals.

Moreover, can you provide proof of when and how you requested me to complete the KYC check? You claim "despite our requests," yet I was the one who expressed my readiness to provide any necessary documentation, and my request per email was ignored. Your statements are false, and your behavior has been inexplicably rude.

Regarding your statement that you fully support responsible gambling, I must disagree. I acknowledged my gambling disorder back in December 2022 to one of your affiliated projects (Golden Star Casino), which you supervise through the management team of Alpha Affiliates. I self-excluded myself using the same credentials I used for 1Red and Golden Star Casino. Additionally, and even I self-excluded on March 2024 from another project belonging to you, Bets.io, sharing the same corporate Bets Entertainment N.V. and affiliate team.

I can provide evidence that I informed you about my gambling disorder, which you neglected, allowing me to create accounts across multiple projects under the same credentials. Had I lost my deposit, you would not have refunded me a penny. Now, you are justifying your actions by claiming fairness in these circumstances, which is far from true. 

I have lost approximately $1385 USD in XRP on bets.io, despite your awareness of my gambling disorder. When I requested a refund via email, you dismissed my case. Now that I have won a derisory amount on 1red and self-excluded, you are finding irrelevant reasons to refund only my deposit. This is ridiculous and contradicts your commitment to responsible gambling. In a fair and safe environment, I should not have been able to create further accounts under the same credentials linked to your projects directly or indirectly.

So can you just stop playing the fool here and provide concrete and reasonable information instead of escapism behavior that's simply decreasing your credibility !!

Dear Michal,

if you need any proof that justifies my position, I'm more than ready to provide it to you through email.

And could you please blur my real name and the email address and the email they sent me on the casino's post ? It appears that they don't align with GDPR regulations too which is strange somehow.

Best regards,

rad234

Dear rad234,

Just to summarize, can you tell me the following dates:

1. When exactly have you asked for self-exclusion due to a gambling problem?
2. When exactly did you make the deposit of 54,29€ in USDT?
3. When exactly did you get the confirmation from the casino that your account was successfully self-excluded?

I will be waiting for your reply.

Dear rad234,

I want to react to your following statement:

"Regarding your statement that you fully support responsible gambling, I must disagree. I acknowledged my gambling disorder back in December 2022 to one of your affiliated projects (Golden Star Casino), which you supervise through the management team of Alpha Affiliates. I self-excluded myself using the same credentials I used for 1Red and Golden Star Casino. Additionally, and even I self-excluded on March 2024 from another project belonging to you, Bets.io, sharing the same corporate Bets Entertainment N.V. and affiliate team.

I can provide evidence that I informed you about my gambling disorder, which you neglected, allowing me to create accounts across multiple projects under the same credentials. Had I lost my deposit, you would not have refunded me a penny. Now, you are justifying your actions by claiming fairness in these circumstances, which is far from true. 

I have lost approximately $1385 USD in XRP on bets.io, despite your awareness of my gambling disorder. When I requested a refund via email, you dismissed my case. Now that I have won a derisory amount on 1red and self-excluded, you are finding irrelevant reasons to refund only my deposit. This is ridiculous and contradicts your commitment to responsible gambling. In a fair and safe environment, I should not have been able to create further accounts under the same credentials linked to your projects directly or indirectly."

Did you find, on any of the mentioned sites, any information explicitly stating that a self-exclusion will be applied to all of the site casinos?

Also, going through the terms of 1Red Casino, the following rule states:

"8. To successfully make a withdrawal, a player must play through their deposited funds at least three (3) times before the withdrawal, i.e. to stake a total amount of bets that is three times bigger than the deposit. This procedure is in line with our anti-money laundering policy."

According to this rule, you should not be able to withdraw your funds due to unfulfilled wagering requirements.

Hello Michal,

Thank you for your reply.

There's no explicit information stating that self-exclusion will be applied to all of the site casinos, but it's more than clear that 1red and bets.io are under the umbrella of the corporate Bets Entertainment N.V., and all of the three projects with GoldenStar Casino are under the same management team of Alpha Affiliate, according to the information I got from LCB.

I've always used the same credentials, so it should be easy to identify me by my email address or phone number.

Furthermore, I must disagree with your following statement where you said that I'm not able to withdraw the funds due to unfulfilled wagering requirements because the same terms and conditions of 1red state in point 8 of section ANTI-FRAUD POLICY:

Any deposit has to be wagered 3 times (the player must place bets three times the amount of their deposit) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, the player has to wager the total amount of these deposits prior to withdrawal. Otherwise, the Casino has the right to charge a fee for the processing of deposit and withdrawal, which is at the sole discretion of the Casino.

And again it is mentioned in point 15 of WITHDRAWALS FROM THE ACCOUNT:

If a Gambler requested a withdrawal of the funds, but the sum of made bets since the last deposit is less than 3x (three) times the size of that deposit, the Casino reserves the right to charge the Gambler the costs of transaction processing, including deposits and withdrawals.

So, the casino should charge me fees while processing the payment, not voiding my withdrawal again according to these rules.

I kindly ask you to reconsider your position.

Best regards,

rad234

Dear 1Red Casino,

Would you be able to provide me with evidence that you contacted the player with the request for documents for the KYC completion, to which he did not comply?

Dear Casino Guru Team,

We hope this message finds you well.

We are writing to provide clarity regarding the recent issue involving the player, rad234, and their withdrawal request at 1Red Casino.

When a player's withdrawal request is declined, our system automatically sends a message outlining the necessary steps for completing the Know Your Customer (KYC) verification process. This automated response ensures that players are promptly informed of the actions required to proceed with their withdrawal.

Please note that this message is sent by our system and not manually by our team. Attached below is a screenshot showing the time at which the automated response was sent to the player, along with the details of the required steps for KYC completion.

We appreciate your assistance in this matter and are happy to provide any further information or documentation needed.

Best regards,

The 1RED Team.

Dear All,

I need to address a significant issue regarding the manipulation of the truth in this situation !!

It is astonishing to see a casino go to such lengths to falsify evidence over a mere €129 !!!

I did not realize that such a casino could be so desperate and ridiculous...

First and foremost, I have never received the email in question, and the evidence provided by the casino is entirely disconnected from reality.

The timestamp on the screenshot shows 23:54 UTC, which translates to 01:54 German time. By that time, my account was already self-excluded. If it was indeed an automated response by the system, I would not have been able to access it through their platform since the casino have been aware of my self-exclusion and closed my account accordingly. Why wasn’t this sent to me directly via email? This inconsistency is both strange and unsettling. And why ignoring my email request where I showed a clear willingness to provide any requested documentation for the kyc check ?!

Additionally, I created a random account on 1Red to investigate and navigate their website. I discovered that there is no such email feature available, which further proves that the casino is fabricating information to avoid paying €129.

Even I had a conversation with customer support employee who confirmed that any updates or KYC check requests are communicated through email.

In conclusion, this casino's actions are the epitome of dishonesty and incompetence. Everyone should steer clear of it !!

Nick in case any evidence that justifies my position is needed, I'm more than ready to provide it to you.

Best regards,

rad234

Dear 1Red Casino,

Could you comment on the fact that, as the player states, he was not able to receive and therefore acknowledge the message informing him about the needed KYC procedure, because his account was already closed at that time?

Dear Casino Guru Team,

We hope this message finds you well.

We are writing to provide clarity regarding the recent issue involving the player, rad234, and their withdrawal request at 1Red Casino.

The fact that the player did not receive the email does not affect our Terms and Conditions.

The essence of the solution lies in the fact that the player's acknowledgment of having a gambling problem does not cancel the wagering requirements. Given that the player has admitted to their dependency, we cannot process a full refund, but only return the amount of their deposit. Casino rules require wagering the deposit, and since the player admitted to the problem, they cannot meet this requirement and thus cannot receive their winnings. We are making concessions and are ready to refund the player the amount of their deposit.

We appreciate your assistance in this matter and are happy to provide any further information or documentation needed.

Best regards,

The 1RED Team.

Dear rad234,

It is only the casino's goodwill that they are willing to refund you your deposit. As was mentioned above, the casino's AML policy is to be respected when making a withdrawal, and in this case, you did not meet the necessary wagering requirements to complete your withdrawal.

As the casino mentioned above, the self-exclusion request can not be used as an excuse to cancel the wagering requirements.

Would you be satisfied with your deposit being refunded to you?

Hello Michal,

Thank you for your response.

I remain unconvinced about the situation. If the roles were reversed and I had lost money and being self-excluded, I doubt I would receive a single penny back.

Additionally, I still need clarification on the terms and conditions. There is no mention of voiding winnings for not meeting the 3x wagering requirements, but it's stated that the casino reserves the right to charge fees.

I have thoroughly reviewed again their terms of use and attached is the screenshot from their website for reference. It appears the casino is being dishonest over a mere 129€, and this has nothing to do with goodwill honestly speaking.

Looking forward to hearing from you back.

Best regards,

rad234

Dear rad234,

Our position in this case will not change. As I have mentioned above, the offered refund of your deposits is a goodwill gesture from the casino, since you have not fulfilled the wagering requirements, which are 3 times the deposit, as is clearly mentioned in the casino's terms and conditions.

The rule you keep referring to, states that the casino "reserves the right", which does not mean that it will happen automatically. It means the casino will do it if they feel it is necessary.

On the other hand, the rule mentioning the required wagering of 3x the deposit to make a successful withdrawal states that the players "must" complete this wagering, which is self-explanatory.

So, there are 2 options. You either accept the refund from the casino, which would result in this complaint being marked as resolved, or you will insist on your claim of the full amount, which would result in rejecting the complaint.

The self-exclusion has nothing to do with this situation. I politely ask you to please reconsider your claim, with all of the information available.

Hello Michal,

Thank you for your response.

I will be escalating this case to their master license holder.

While you are free to reject the complaint, please keep in mind that the casino’s actions so far are not related to any kind of goodwill gesture.

What is happening here is clear evidence of unlawful conduct, which is damaging their brand image and proving their shady business !

Thank you for the dedicated time and for the provided assistance.

Best regards,

rad234

Due to the reasons mentioned in my last message and the messages above, 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 any issues with this or any other casino in the future.