1Red Casino - Player's unable to play or withdraw his deposit.

Upon creation of my account, I quickly realized that I was not allowed to play any casino games or place any sportsbets. When I asked on livechat support, I was told that my account was suspended and they could not tell me the reason.

I tried withdrawing my funds, but got a message saying I need to rollover 3x my deposit AND verify my account. How am I supposed to complete a rollover when I am banned on every single game on their casino/sportsbook??? I just want my initial deposit refunded

Dear basedschalke,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you could not place any bets after you deposited?
• Did you activate any bonuses on top of your deposit?
• Have you tried contacting the casino regarding the refund?

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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

You are correct, I got an error message when placing any bets on casino/sportsbook after my deposit. The livechat confirmed that was account was suspended but could not tell me the reason.

I did not activate any bonuses when depositing but the casino still game me some for some reason? Now that my activity is suspended, they also removed all the bonuses.

I have passed the verification process but the casino still wants me to rollover 3x to be able to withdraw. I have explained to them that I cannot complete that requirement because of the suspension and am waiting for their reply.