1Red Casino - Player’s account has been closed without explanation.

The casino has closed my account without any explanation. When I contacted them via email, I received only a brief and unhelpful response. I am requesting your assistance in obtaining a clear and detailed explanation from the casino, as their current handling of the situation feels extremely disrespectful.

I played with first deposit bonus.

I did not passed verification as account was closed before any request for verification and any attempt for withdrawal.

P.S Email from casino:

"Dear Eliar,

Thank you for contacting our customer service.

We wanted to inform you that your account has been closed based on a decision made by our casino. As stated in our terms and conditions, our casino reserves the right to close any account at its discretion.

We understand this may be disappointing news, but please note that this decision is final. If you have any further questions or need additional clarification, feel free to reach out to us. 

If you have any additional questions, do not hesitate to contact us, we are happy to help. 

Have a nice rest of the day.

ID: 75ANDZ

Dear muradelon,

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. 

• Do I understand correctly the 1200€ represents your winnings from the first deposit bonus?
• Have you completed the wagering of the bonus?
• Did the casino issue any refund of your deposits? How much have you deposited in the casino?
• Could you please share your communication with the casino? 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

Yes 1200 is the winnings from the first deposit bonus.

Yes I completed wagering.

Casino did not issue nothing. The text from last email from casino is posted.

Thank you

Thank you very much, muradelon, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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 muradelon,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a 1Red Casino representative to join this conversation and participate in resolving this complaint.

Dear 1Red Casino,

Could you comment on this?

Thank you in advance for providing the information.

Dear Casino Guru Team,

We hope this message finds you well.

We would like to inform you that we are willing to reopen the player's account, provided that the player agrees to complete the full verification process, which includes video confirmation.

Furthermore, we have already contacted the player and are currently awaiting their response. Below is the message we sent to the player.

We hope this resolves the issue promptly. Please let us know if you need any further information.

Best regards,

1Red Team.

Dear 1Red Casino,

Thank you for your response and the information provided.

Hello muradelon,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Yesterday I provided the requested video.

Got message from casino :

"Dear Eliar Muradaliiev,

Thank you for reaching out to us.

We want to assure you that we have received your request and are currently in the process of handling it. Our team is working diligently to ensure a prompt response, and we aim to address your query as soon as possible. Your patience during this time is greatly appreciated.

We are here to help with any questions or concerns you may have, so please don't hesitate to get in touch.

Have a nice rest of the day.

ID: 75ANDZ"

Hello muradelon,

Thank you for your response and the information provided.

Dear 1Red Casino,

Could you give us a statement about whether the player's account was reopened?

I'll be awaiting your reply.

Dear Casino Guru Team,

Thank you for your response and for providing the necessary information.

We would like to inform you that we have already processed the player's request for reopening their account. The account should be reopened within the next 24 hours.

Below, we provide a screenshot of the email sent to the player.

If you have any further questions or need additional information, please feel free to contact us.

Best regards,

1Red Team.

Hello muradelon,

Please, let me know once your account is reopened.

I'll be awaiting your reply.

I dont know what is going on, but my account is still locked! More than 24hours has past.

Hello muradelon,

Has the casino reopened your account? The 24-hour time frame has passed.

I'll be awaiting your reply.

My I account is still disabled.

Here is reply from chat agent in casino,

Walter: "I would like to inform you that the request to open your account is still being processed, please wait a little longer, as soon as it will be reopened you will receive an email about it. Unfortunately, we need a little more time to process your request."

I am really confused.

Dear 1Red Casino,

Could you comment on this?

I'll be awaiting your reply.

Dear Casino Guru Team,

Thank you for your patience and for bringing this matter to our attention.

We would like to inform you that the player's account has now been reopened. The player has successfully logged in and is currently using our services without any issues. We have fully addressed and satisfied the request for reopening the account.

If you have any further questions or need additional information, please feel free to contact us.

Best regards,

1Red Team.

Hello muradelon,

Could you confirm if you were able to log in to your account?

I'll be awaiting your reply.

Yes my account was finally reopened. After they requested additional verification documents and information. At the moment it looks like they verified my account and I am waiting for my winnings to be paid. When I will get my winnings I will post responce.

Thank you.

Hello muradelon,

Thank you for your response and the information provided.

Please, keep us updated.

I'll be awaiting your reply once you receive the payment.

They still did not pay.

They told account will be reopened in 24 hours and it was reopend in more then 72 hours. Now they say withdrawal will be paid in 24 hours... Since I made wihtdrawal more then 24 hours already has past.

Hello muradelon,

Please be aware that the withdrawal can take up to 14 days.

Let me know once you receive the payment.

Your patience is much appreciated.

Yes of cause I will inform you. Lets wait.

After I provided all requested documents and video verification my account was verified. I made withdrawal on 23.07.24 to the same LTC I made deposit. My winnings still not paid. Tha email responce from casino is:

"Dear Eliar,

We hope this message finds you well.

We assure you that your funds will definitely be paid out. Your withdrawal is still being verified by our finance department. This is to prevent fraud and to maintain your security and privacy.

We are here to help with any questions or concerns you may have, so please don't hesitate to get in touch.

Have a nice rest of the day.

ID: BQYZIW "

There is no any reason for such long time frame to pay crypto.

I was paid. Thank you very much for help. You can close the complaint.

Hello muradelon,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan

Casino.Guru