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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.

Update : The casino is still insisting that I complete a 3x rollover to be able to withdraw my funds. I keep telling them that there is not a single game that I'm allowed to play on the casino. They are not offering me any solutions.

Another update : Over a week now since I've asked the casino to refund my deposit considering I'm not allowed to play. My account is fully verified. They have not provided me any updates on the case for over a week now.

Thank you very much for your reply, basedschalke. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, the only communication I have had in the past week is this :

``''I have asked the higher department and they are still working on your request, I am sure we will get an answer soon''

I got this message on christmas day and on 28/12 the same message. No new messages since

Thank you very much, basedschalke, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

I got this email yesterday :

"Your refund request has been approved by the administration. The rest of your balance will be returned to the bank account you specified earlier."

My casino balance is still at 1000 cad so I don't think the refund has been processed yet. I will update once I receive the funds, it might take a couple of days I believe.

Hello basedschalke,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can sympathise with you that the casino should not allow players from restricted countries to create accounts and deposit their funds, we are actively advocating for this change across all casinos. However, it's important to note that this hasn't yet become a universal standard within the industry. Therefore, it remains the player's responsibility to carefully read and comprehend the terms and conditions of each casino before creating an account to minimise this kind of situation. I will contact the casino to see how I can assist you.

We would like to invite 1Red Casino to join the conversation.

Dear 1Red Casino,  

I recognise that you have the ability to limit any player registered from a restricted country. However, can you please explain how the player can fulfil the 3x rollover requirement necessary for withdrawing their deposit if they are unable to place any bets on your platform? It seems that a practical solution could be to either allow betting in the casino section or to eliminate the rollover requirement and process a direct refund of the deposit. 

Which of these options is the most suitable for you and could be implemented swiftly?

Hi,

You have completely misunderstood this case. I am NOT from a restricted country as it shows on your website AND on their T&C that players from Quebec, Canada are accepted on 1red. My account was suspended for other reasons that were not disclosed by the casino?

Dear basedschalke,

I'm sorry. My previous response was indeed not fully accurate. I somehow thought that the issue arose in regard to a country restriction, as you are not able to place any bets, which usually happens when an account is created from a restricted country, and the casino system flagged this.

On the other hand, it would be beneficial if you would forward us any communication you had with the casino team that would give me a better idea of the situation. You can send this to my email, michal.k@casino.guru. I will await the response from the casino as to why, even though your casino account was verified, you are not able to place any bets and thus are not able to fulfil the 3x rollover. I would like to know if it's just a technical issue or if you have been flagged for any potential rule violation.

Hello,

I am happy to say that the refund has been made and I have received my full deposit back! You can settle this complaint as resolved.

Thank you so much for all the parties involved

Dear basedschalke,

Thank you for your confirmation. I'm glad to see that our intervention helped to resolve the situation and that you received the refund. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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,

Michal

Casino Guru