1Red Casino - Pelaajan hyvityspyyntö on viivästynyt.

Hello!

My account was closed for gambling issues like 5-6 months ago.

But balance never refunded, I contacted 1RED on Sunday 18.11 and ask them to transfer my balance to my crypto wallet that i provided to them. I still did not receive anything, they just saying its processing, but its been almost a week. I dont understand why it takes so long.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the account closure request you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.

Has the casino promised to issue you a refund of £29,000?

Could you please explain what this amount represents? Is it the total of all your deposits made into the casino, or the amount you deposited after you requested the closure of your account?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Im sorry it is 2900, not 29000

I lost my other email and dont have access to it anymore.

I currantly have ongoing ticket with 1red support team, but they dont say anything useful.

This amount I won but closed for gambling issues even tho my account is verified and i just asked them to refund my balance

Could you please provide me with the exact timeline of events that led to the closure of your account? Specifically, I would like to know if you won the £2,900 before requesting your account to be closed. Did you accumulate these winnings with or without an active bonus?

Have you requested the account closure due to gambling addiction while you had an active withdrawal request?

Lastly, could you please forward any evidence of your communication with the casino regarding your account closure request and the promised refund?

Yes, I won 2900 and tried to withdraw it, but faced with issues with KYC, during the process I understood that I have gambling problems and closed account, but completed KYC, it was in February 2025.

I add screenshot that saying that working on my refund but it was 11 days ago.

I won everything from my deposit, not bonus

Thank you for your response.

To proceed with the investigation, we will need solid evidence confirming that you requested self-exclusion due to gambling addiction. Additionally, we require proof that your real-money balance amounted to £2,900 at the time your account was closed.

Please forward me any further communication between you and the casino’s customer support that could serve as evidence of these points at veronika.f@casino.guru.

Dear Maria34,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.