1Red Casino - Player's account has been closed and funds confiscated.

I registered on this casino site on August 25th, used the bonus money, and managed to clear the conditions to withdraw around $6000.

During the KYC process, I was told that my driver's license was invalid and was asked to provide documents with Latin characters. When I tried to submit my passport the other day, I found that my account had been closed.

I had been in contact with my personal manager, Kim, but I received a response stating that the site administrators had decided to close my account and, as a result, would not be refunding my funds. I am seeking help here because of this.

They have not explained what terms and conditions I violated, and have only informed me of the account closure and the confiscation of my balance by the site administrators.

While I do not intend to contest the account closure decision, as it is their prerogative, I cannot accept the confiscation of my balance.

I have adhered to the terms and conditions and have confirmed my gameplay with support in advance.

If they are going to confiscate my funds, I would like them to explain which terms and conditions I violated.

Hello kassan7,

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 since when exactly is the verification process ongoing? Were you playing with a bonus or real money? Were any of the documents submitted approved? When was the last time you spoke to the casino and what was it about?

Would it be possible to forward the documents to nikolas.b@casino.guru as well?

Looking forward to your answer.

Regards,

Nick

I looked back through the email but I can’t find it.

I think that somewhere between August 25th and August 30th, I received an email requesting documents in Latin characters.

The last time I spoke to the casino was on 9/2 when I tried to authenticate.

Then I noticed the site was blocked.

I still have all the correspondence with Kim, her personal manager, so I've taken screenshots of it all.

Please confirm

Dear kassan7,

Thank you for the information you’ve provided so far. As it remains unclear which specific rule the casino used to justify blocking your account, we will need to conduct further investigation. I will now forward your complaint to my colleague Peter (peter.c@casino.guru), who will be assisting you moving forward.

I wish you the best of luck in resolving this matter.

Kind regards,

Nick

Hello there,

Thank you kassan7 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 winnings confiscated.

Thank you!

I want to know the answer too

I asked where I violated the terms of use, but I didn't get a response.