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.

Dear Casino Guru Team,

Thank you for bringing this matter to our attention. We have carefully reviewed the account and gameplay of the player Kassan7.

Upon investigation, it was determined that the player’s account was closed due to concerns related to bonus abuse. Our internal systems flagged several irregularities in the player’s betting patterns, which raised concerns about the exploitation of bonus offers. As stated in our terms and conditions, it is prohibited to abuse any bonuses provided by the casino. If such activity is detected, the Casino reserves the right to confiscate any winnings gained through the abuse of bonuses.

However, after a thorough review, we have decided to reopen the player’s account, allowing them to continue the verification process. Should the player successfully verify their account, they will be able to proceed as usual, provided there is strict adherence to the casino's rules moving forward.

We would like to emphasize that the decision to initially close the account was based on a comprehensive review of the player’s activity, and we kindly ask for your understanding in this matter.

Should you require any additional information or clarification, please do not hesitate to reach out.

Best regards,

1Red Casino Team

I'm curious about the term "cheat" - what is it about the game I played that could be an issue?

I would like you to disclose here what part of my gameplay this time raised concerns about fraud.

I was just playing within the terms of use, but if the result is that I have to make such a complaint to get the results overturned,

Wouldn't it be enough to just add a prohibited game to the rules?

Also, could you please let me know if the email notification regarding the resumption of certification was sent to my email?

I've checked it out but haven't found it yet

Thank you both, Nick and Peter.

I think the issue will be resolved soon, so please continue to support me.

Thank you to the both parties for the response.

Dear kassan7, I advise you to continue with the verification process and keep us updated about any new developments or if you require any further assistance. Thank you in advance!

I accessed the site today and was able to log in.

I have submitted my KYC documents again

I'm not sure if I'll get my money back yet, but thank you so much.

I have progressed to the point of requesting a withdrawal.

I haven't received any money yet, but I'll let you know when I receive the full amount.

All withdrawals have been completed

Thanks to the efforts of both Nick and Peter.

thank you

Dear kassan7,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter