1Red Casino - Player’s account has been closed after winning.

Hello casinoguru! I found your site and I understand that you can help players when they have problems with unfair casinos.

I have made several deposits to 1red casino and never won anything until the last time I played there. I had USD 2055 in my account and tried to withdraw. But they just closed my account and they are not telling me what I have done wrong. I guess that some casinos have this method to just let people lose money and then when they finally win they just close the account and take the money? But this must be criminal behaviour, right? I hope you can help me with this.

Hello mbd03,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 1Red Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what reason did they give you for closing your account?

Looking forward to your answer.

Regards,

Nick

1. I uploaded my documents and tried to withdraw. And this is when they closed my account.
2. Bonus.
3. A couple of days ago. They just say something about "fair play" but don't give me the exact reason.

Hello mbd03,

Please forward any kind of communication between you and the casino regarding this matter to nikolas.b@casino.guru for further review.

Looking forward to your response.

Best regards,

Nick

Hello Nikolas! I have sent you a conversation now.

Thank you mbd03 for all the information provided. As it is still unclear why did the casino decide to close your account, your complaint will be now forwarded to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

I would like to point out that if you did play sports betting and the reason for closing your account was related to that, we will be forced to close the complaint as we deal only with casino related matters.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you mbd03 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 1Red Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Dear Casino Guru Team,

Thank you for bringing this matter to our attention.

After carefully reviewing the player's account and gameplay, we have determined that the player's account was closed due to concerns related to bonus abuse. Our internal systems detected several irregularities in the player's betting patterns, which indicated that the player was exploiting the bonuses provided by the casino.

As per our Terms and Conditions, any form of bonus abuse is strictly prohibited. We take this matter very seriously to ensure fair play for all users. When irregularities in the betting behavior are detected, the casino reserves the right to close the account and confiscate any winnings that were accumulated through such bonus exploitation.

In this case, the player’s account was flagged due to the violation of these terms, and as a result, the account was closed in accordance with our policies.

Please feel free to reach out for further clarification if needed.

Best regards,

1Red Support Team

Thank you for the response 1Red Casino representative, would it be possible to provide me with evidence of the bonus abuse? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Casino Guru Team,

Thank you for your inquiry regarding the bonus abuse case of Mr. (edited by Casino Guru). We appreciate your assistance in addressing this matter.

To further investigate, we have reached out to the player and requested additional verification to ensure the account belongs to the rightful owner. Below is the content of the communication sent to Mr. (edited by Casino Guru):

Dear (Edited by Casino Guru),

We hope this message finds you well.

To ensure that your account belongs to you and for further verification, we kindly request that you upload the following:

1. A selfie where you hold:

• Your ID.
• A piece of paper with the following text: "Hello, [Casino Name]" along with the current date. In the background, your casino account should be visible.

2. A document that confirms your Source of Wealth (SOW). This can be one of the following:

• A document confirming the receipt of monetary compensation, welfare payments, or material support.
• A copy of your employment income or pension releases from the last three months.
• A contract of personal property sale.

3. An additional selfie, where your casino account is visible in the background.

This additional verification is required to ensure that the account rightfully belongs to you and to comply with our policies.

Thank you for your understanding and cooperation.

Have a nice rest of the day.

We are currently waiting for the player to respond with the required documentation, and we will update you as soon as we receive the necessary evidence for further verification.

We are grateful for your cooperation, and we appreciate your patience while this matter is being resolved.

Best regards,

1Red Casino Team

Dear mbd03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of mbd03. We received the following message:

Please open this case again. I have been on vacation and could not respond. And please delete my full name from the message they sent!

If I understand it correct they accused me of bonus abuse when they wrote:

"we have determined that the player's account was closed due to concerns related to bonus abuse. Our internal systems detected several irregularities in the player's betting patterns, which indicated that the player was exploiting the bonuses provided by the casino."

And then casinoguru asked for proof but they could not provide any proof? So now they are making up some new lies???? Haha, what a scam casino!

But OK. I will send the selfies!!! And they will pay me then of course?? Or will they make up another lie????

What is this other thing about proof of funds?? What exactly do I have to prove? I finance my gambling with my crypto funds. How can I prove this?

Thanks for opening again but I still see my full name is still there in 2 places.

And I also noticed one thing they asked for about the selfies. They want me to have my casino account visible in the background but they have suspended my account! Are they just trying to make everything impossible for me??

Dear Casino Guru Team,

Thank you for your continued assistance with the complaint involving player mbd03.

To address the concerns raised, we’d like to confirm that we previously requested specific documents from the player to verify their identity and account legitimacy. The requested documentation includes:

1. A selfie holding their ID and a piece of paper with the text "Hello, 1Red" along with the current date. This is to ensure that the account belongs to the rightful owner.

2. Proof of Source of Wealth (SOW), which can include:

• A document confirming receipt of monetary compensation, welfare payments, or material support.
• Proof of employment income or pension releases from the last three months.
• A contract of personal property sale, if applicable.

3.An additional selfie with their casino account visible in the background.

These documents are essential for us to comply with our internal security policies and regulatory requirements, particularly in cases involving potential bonus abuse or irregular betting patterns. However, despite our attempts to communicate and our specific request for the player to respond directly to our email with the required documentation, we have not received any response from the player to date.

We kindly ask the player to provide the requested information in response to the email we sent, as this is necessary to proceed with further investigation. If Casino Guru requires any additional details regarding our internal findings, please feel free to reach out. We are committed to resolving this case transparently and fairly.

Thank you for your collaboration and assistance.

Best regards,

1Red Casino Support Team

I have sent them the selfie with the paper already. Now I want some answers from the casino.

1. Why did you accuse me of irregular gameplay? You could not provide any proof of this when casino.guru asked for it.
2. Why did you change your accusations of me when you realised that I was not abusing any bonus? It is obvious that you are only making up lies.
3. Why are you asking for a selfie with my casino account in the background? You know that you have suspeneded my account and I can not log on.
4. Why are you asking about my finance? I already told you that I fund my gambling with crypto funds. What is it that you want proof of?

Dear mbd03,

Thank you for your response.

In order to proceed with your request, we kindly ask that you provide the remaining documents as outlined below. We have already received:

A selfie holding your ID and a piece of paper with the text "Hello, 1Red" along with the current date.

To complete the verification process, please also provide:

1. Proof of Source of Wealth (SOW), which may include:

• A document confirming receipt of monetary compensation, welfare payments, or material support.
• Proof of employment income or pension releases from the last three months.
• A contract of personal property sale, if applicable.

2. An additional selfie with your casino account visible in the background.

These documents are necessary to ensure compliance with our security policies and regulatory obligations. We appreciate your cooperation in helping us resolve this matter promptly.

Thank you for your understanding.

Best regards,

1Red Casino Support Team

They are obviously not interested in solving this. I have already sent them a selfie with a paper note to their support e-mail. But they demand that I upload it at the casino account. But this is of course impossible because THEY HAVE CLOSED MY ACCOUNT!!!!!

And the casino still have to answer my questions please!

1. Why did you accuse me of irregular gameplay? You could not provide any proof of this when casino.guru asked for it.
2. Why did you change your accusations of me when you realised that I was not abusing any bonus? It is obvious that you are only making up lies.
3. Why are you asking for a selfie with my casino account in the background? You know that you have suspeneded my account and I can not log on.
4. Why are you asking about my finance? I already told you that I fund my gambling with crypto funds. What is it that you want proof of?

Dear mbd03,

Thank you for your response.

To proceed with your request, we kindly ask that you submit the remaining required documents as outlined below. We appreciate your cooperation and understanding in completing this process.

We have already received:

• A selfie holding your ID and a piece of paper with the text "Hello, 1Red" along with the current date.

To finalize the verification process, please also provide:

1. Proof of Source of Wealth (SOW):

• A document confirming receipt of monetary compensation, welfare payments, or material support.
• Proof of employment income or pension releases from the past three months.
• A contract of personal property sale, if applicable.

2. Additional Selfie:

We kindly ask that you try logging into your account again. Send as a selfie with your casino account visible in the background. Please also send the necessary documents to our e-mail address.

These documents are necessary to ensure compliance with security policies and regulatory obligations. We value your understanding and aim to resolve this matter as promptly as possible.

Thank you for your cooperation.

Best regards,

1Red Casino Support Team 

I have now uploaded the 2nd selfie to the casino account.

About the "SOW" I have no idea why a casino is asking about this. I am a student and I do not have anything like this. I already told you that I fund my gambling with funds I earned in crypto.

Dear Casino Guru,

Our team has already reached out to the player via email to address their concerns and are currently awaiting their response. Despite our efforts, we have not yet received a reply from the player. 

Below is a screenshot of the message we sent to the player.

Best regards,

1Red Casino Team.

I dont understand what they want to see. They have to be more specific.

Dear mbd03, as explained in the email you should provide screenshots of your verified crypto wallet and history of your trading where it can be visible how you acquired your funds. Thank you in advance for your cooperation!

Dear mbd03,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.