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Hello,

I'm an Italian player. I requested a withdrawal of €330, but it was not accepted because my account was not verified.

I have submitted all the necessary documents for verification, but they were not accepted.

I played with the €330 I won, and in total I have deposited €560.

I request that all €560 I have deposited on the site be returned to me.

Thank you,

Salve,

giocatore Italiano, ho chiesto prelievo di 330 € non accettato perché non verificato.

ho inviato tutti i documenti necessari per la verifica e non li hanno accettati.

ho giocato i soldi vinti 330€ e in totale ho caricato 560€.

chiedo che mi vengano restituiti tutti i miei 560€ Depositati nel sito

grazie

Dear Messi992,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 1Red Casino.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

Please understand that whether you are requesting a withdrawal or a refund, verification might be a necessary prerequisite.

• Have you requested a refund of your deposited funds from the casino? What reason have you specified to them? What reply have you received?
• What is your withdrawable balance in the casino at the moment?
• Is your casino account accessible to you? Can you log in?
• Could you please list which documents the casino requested for verification, and which documents you provided?
• 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

Greetings,

I requested withdrawal of €325 which was cancelled, then 1 of €300 which was canceled by them.

I invited the account statement and all the documents necessary for verification (always verified on other sites with the same documents), despite this they did not allow me to collect.

being a problem gambler I deposited €560 in total after they didn't allow me to withdraw my winnings.

since they claim that it cannot be verified, I request all my €560 deposited on their site.

I'm so sad and bitter, I just want to get my deposited money back. They blocked my access to the site, I'm in contact with a casino VIP who has been telling me via email for 6 days to wait, I've been thinking about really bad things.

for once I had set gaming limits, I win €325 (€50 deposit) I ask for a withdrawal and they don't check my account with unreal excuses (I attach the account statement with which I deposited the money on their site ).

please help me to get my deposited money back since they can't verify me according to them.

Thank you

Salve,

Ho richiesto il prelievo di 325€ che è stato cancellato, poi 1 di 300€ che è stato cancellato da loro.

ho invitato estratto conto e tutti i documenti necessari per la verifica ( sempre verificato su altri siti con gli stessi documenti ), nonostante ciò non mi hanno permesso di riscuotere .

essendo un giocatore con problemi di azzardo ho depositato 560€ in totale dopo che non mi hanno permesso di prelevare la mia vincita.

visto che sostengono che non possa essere verificato richiedo tutti i miei 560€ depositati nel loro sito.

sono così triste e amareggiato, voglio solo riavere i miei soldi depositati. Mi hanno bloccato l’accesso al sito, sono in contatto con un mentre vip del casino che da 6 giorni via e-mail continua a dirmi di aspettare, sto pensavo a cose veramente brutte.

per una volta che mi ero messo dei limiti di gioco, vinco 325€ ( 50€ di deposito ) chiedo il prelievo e non mi verificano il conto con delle scuse non reali( vi allego estratto conto con cui ho depositato i soldi presso il loro sito ).

per favore aiutatemi a riavere i miei soldi depositati visto che non possono verificarmi a dett loro .

grazie

I'll add more details...

practically after I won they never checked my profile....they made me lose the amount of money I won that I played.

in a fit of gambling addiction I deposited a total of €560 without them verifying my profile.

I ask that the money deposited be returned to me.

I will open a complaint with the Italian authorities since I am self-banned from all gambling sites

please help me

Vi aggiungo ulteriori dettagli….

loro praticamente dopo che ho vinto non mi hanno mai verificato il profilo….mi hanno perdere la somma di denaro vinta che ho giocato.

in un impeto di di ludopatia ho depositato in totale 560€ senza che loro verificassero il mio profilo.

chiedo che mi vengano restituiti i soldi depositati.

aprirò un reclamo con le autorità italiane visto che sono auto bannato da tutti i siti d azzardo

perfavore aiutatemi

• How did the casino inform you, that your account verification cannot be complete?
• What was your withdrawable balance when your account was blocked and when exactly was your account blocked?
• When did you inform the casino about your ongoing gambling problems, please?

Could you please share the appropriate interactions with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Io casino informed me via email twice even though I had uploaded all the required documents.

they told me the withdrawal cannot be done because you are not verified. (I attach your email)

They told me that the account statement was invalid even though I downloaded it the same day from Revolut online bank and where my deposits were proven.

after losing the €325, why not possible to withdraw or deposit a total of €560 without my account being approved to recover the lost sum.

Afterwards I contacted the VIP service of the casino with which I requested the refund request and explained that I am self-banned for gambling addiction by all Italian sites, they informed me that they do not want to refund me.

but I wonder if the casino says they can't verify my account (without proof) because I provided all the documents, then they should refund my deposits.

Help me please

Thank you

Io casino mi ha informato via e-mail due volte nonostante avessi caricato tutti i documenti richiesti.

mi hanno detto il prelievo non può essere fatto perché non sei verificato. (Vi allego e-mail )

Mi hanno detto che l estratto conto non era valido nonostante lo abbia scaricato lo stesso giorno da Revolut banca online e dove si provavano i miei depositi.

dopo aver perso il 325€, perché non possibili per il prelievo o deposito in totale 560€ senza che il mio account fosse approvato per recuperare la somma persa.

dopo ho contattato il servizio Vip del casino con cui ho richiesto la richiesta di rimborso e spiegato che sono autobannato per ludopatia da tutti i siti italiani,mi hanno comunicato che non vogliono rimborsarmi.

ma io mi chiedo se il casino dice che non può verificare il mio account (senza prove ) perché ho fornito tutti i documenti, allora dovrebbero rimborsarmi i miei depositi.

Aiutatemi per favore

grazie

I am sorry, but we believe the casino can close your account at any time for any reason as long as they don't withhold your funds. The casino is obligated to protect you from depositing and playing after you inform them about any gambling problems.

From the information you provided so far, it's not clear whether you played down your consequent deposits of 560€, or whether these are still on your casino balance being withheld.

Please clarify these details, otherwise we won't be able to proceed. I apologize for the inconvenience.

HI,

the casino did not verify my account.

I requested two withdrawals which were not confirmed.

I spent €560 after they didn't pay me my winnings and with an unverified account still.

the casino clearly stole my money by not allowing me to withdraw it, later out of anger or deposited and spent €560 for my gambling problems.

if you believe that the casino acted in good faith it means that you too are complicit in this fraudulent system that does not pay winnings immediately and leads players towards the abyss.

the casino acted incorrectly and I have provided you with all the evidence, they have no right to cancel players winnings and not verify the account, so even if I had won a considerable sum I would not have been able to withdraw my winnings, clearly the casino did not pay out my winnings.

so I kindly ask you to be reasonable in your judgment and not support the casino but protect the players.

I spent a total of €560 and I ask that it be returned to me for just cause.

Thank you

ciao,

il casino non ha verificato il mio account.

ho richiesto due prelievi che non sono stati confermati .

ho speso 560€ dopo che non mi hanno pagato le mie vincite e con account non verificato tutt ora.

il casino ha chiaramente rubato i miei soldi non permettendomi di prelevale, dopo per la rabbia o depositato e speso 560€ per i miei problemi di azzardo.

se voi ritenete che il casino ha agito in buona fede vuol dire che siete complici anche voi di questo sistema fraudolento che non paga le vincite immediatamente e porta i giocatori verso il baratro.

il casino ha agito in modo non corretto e vi ho fornito tutte le prove, non hanno il diritto di annullare le vincite dei giocatori e non verificare l account, quindi anche se avessi vinto una somma considerevole non avrei potuto ritirare le mie vincite, chiaramente il casino non ha pagato le mie vincite.

quindi ti chiedo cortesemente di essere ragionevole nel tuo giudizio e non appoggiare il casino ma proteggere i giocatori .

ho speso in totale 560€ e chiedo che mi vengano restituiti per giusta causa.

grazie

Dear Messi992,

I am sorry but problems with verification happen for a variety of reasons. We can't conclude there was any malicious intent from the casino. What's more, you are responsible for any gameplay taking place up to the moment you inform the casino about any gambling problems. Since you explained you informed the casino about your gambling problems and your player's account was blocked as a result, we can offer no recourse for you in the matter.

If you have any open accounts in online casinos outside of the jurisdiction of the Italian license, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Additionally, as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

We’ve reopened this complaint at the request of Messi992.

Message from the player:

"As said I attach evidence of the scam, you cannot close this complaint as unwarranted, you chose to do so and help criminals!"

Dear Messi992,

Have the 560€ been withheld on your account or were they played down before your account was closed?

I will try so wrote in English maybe is easier to understand.

the website blocked my withdrawal of 360€ because they told me that my account was not able to be verified.

after this deny of withdrawal I spent in total 560€.

now the question is could you help me to have back my money deposited and played on this scam website ?

if they was not able to verify my account why they permitted me to deposit new money and play on their website,they played with my ludopatich addiction.

Thanks, Messi992 for your reply.

I believe I understand the situation. We acknowledge verification issues might happen and we try to help players when issues during verification occur.

However, when a player with gambling problems wishes to be protected, he needs to inform the casino about their gambling problem in order to be protected. After a player informs the casino the casino should act to protect the player. The funds that were lost before the casino is informed, however, can't be returned.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I encourage you to take advantage of the tools I shared with you earlier.

Best regards,

Tomas

Casino.Guru