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Hi,

I used one red casino and at the start of May I emailed them and informed them I had a severe gambling issue and I needed to close the account.

They said they would do that and my account was closed. Around 2 weeks ago I had an episode of depression and due to my gambling addiction I emailed them and they allowed me to open up my account again and I lost over £4000.

They should not of allowed me to reopen my account as I had already informed them of my severe gambling addiction.

i have attempted to make a complaint and they keep saying they have sent it to higher ups and that is the same response I keep getting every day with no update. The complaint is I want the money I deposited when they reopened the account back as they have allowed a vulnerable customer to reopen the account when they should never have allowed it as they had the information I was a severe gambling addition.

i have also asked them for copies of all the correspondence and emails I have sent to them for the last 3 months. I have submitted the request and again they keep saying they are waiting for an update.

i would like you to escalate this matter please.

Dear Phillipo1990,

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.

• Following the lifting of your self-exclusion request, have you contacted customer support?
• Could you please share your self-exclusion requests with me? Please share the information to my email at katarina.d@casino.guru.
• Could you please advise when was the last time the casino allowed you to deposit?

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible.

Looking forward to your reply,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

The self exclusion was done via email and I did have copied however I accidentally deleted my trash box. I have requested copies of my emails from the casino which they said they would get them sent over to me but they keep stalling and not sending them over.

the last time I made a deposit to the casino was Sunday the 1st of June.

the last time they allowed me to deposit was the 1st of June and they closed the account then again on the 3rd of June on making the complaint

I am still having no joy with the customer services, they keep telling me they have informed higher ups, same message I keep getting everyday.

Dear Phillipo1990,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include any communication mentioning your gambling addiction struggle.

Looking forward to your reply.

Katarina

I am also having replies that the emails I send you are being returned and I don’t think you are recieving them?

Been emailing them again several times this week.

still saying it’s with these supossed higher ups.

still haven’t received any update on complaint.

still have not been provided with correspondence history between us.

Dear Phillipo1990,

thank you for your reply.

I have reviewed your emails. Regrettably, they do not contain the information I require. Would you be able to provide screenshots of your communication with live chat? Kindly forward them to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

What I have sent you is what I’ve got.

i have requested copies of the email i sent to them which had the self exclusion and then them reopening the account. I accidentally deleted them my end.

the customer services keep telling me it’s with the higher ups? What more can I do?

I need you to add the customer services to the car so they can actually tell me what’s going on?

This is just dragging on now and I need your help that’s why I have come to you.

Thank you very much, Phillipo1990, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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 Phillipo1990,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the 1Red Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? As the player had previously self excluded, why was he allowed to play again? Was there a technical issue, oversight, or is there a completely different reasoning? Thank you in advance for providing us with your view of the issue.

Thanks.

i have also requested copies of the emails which I send back and forth to them which they have not given to me.

i have also contacted them for over 3 weeks now and they keep saying its with higher management. Same reply I get everyday.

Dear CasinoGuru,

Thank you for letting us know about this complaint.

We would like to clarify this case in more detail: the player was not closed due to gambling addiction, he just took a cooling off period for 6 months. The reason for the closure was that he lost his entire balance due to a delay in withdrawal.

I would also like to clarify that the withdrawals were made in accordance with the available limits on the site, and all payments were sent to the player in less than 24 hours from the moment of the request.

Therefore, after the player submitted a request to reopen his account, we successfully processed it and the account was reopened in accordance with our rules. After that, the player reported a problem with addiction and his account was closed immediately afterwards.

It's also worth noting that at the time of the first closure, the player had withdrawn much more funds than he had deposited.

If you have any additional questions, we will be happy to answer them.

Best regards,

1Red Casino Team

No that is lies. I emailed your colleague and said to close the account first of all saying that I had a major gambling addiction.

if you provide me with copies of those emails as requested you will then see the reasons of why I asked for a permanent exclusion, then the supposed vip manager said I would be better off with a cooling off period.

cooling off periods etc are not designed to be reopened, they should only reopen after the period has finished.

please provide me with the copies of emails sent between me and the vip manager please? Then casino guru can actually see that I said to you via email prior to the cooling off period that I had a major gambling addiction!

The emails would be between me and Daniel the vip manager.

Dear Martin from CasinoGuru,

I've just sent you a proof of the player's closure request by email.

Hope it can help you to solve this case.

Best regards,

1Red Casino Team

I have requested all emails prior to closure via email whereby I say about my gambling addiction?

I am not allowing you to pick just one. Please share with myself

Why have you not provided me with the copies of emails which I requested off you on the 6/6/25?I have attached screenshots of the request. Whereby you replied asking me what details I needed and I sent them to you.

1 red casino please provide me with all the copies of the emails which I have requested?

stop ignoring my request which is now nearly 4 weeks old, I have nearly 50 emails I have sent to your customer services asking for an update and for the documentation whereby they keep saying it’s with the higher ups.

i assume you are the higher ups, so please provide me with all the emails I have requested off you?thanks

I’m still awaiting all copies of the emails which I requested?

not just pick and choose, this needs to be dealt with fairly and honestly.

Dear casino representative,

I can confirm I have received the your message. I would also like to ask the casino for permission to share the contents of the attached file with the player inside this thread, as I believe it might help to clear the situation up.

Dear Phillipo1990,

I fully understand your position and frustration. However, we unfortunately do not have any evidence of you proclaiming you are a gambling addict to the casino, prior to the temporary account closure. To our knowledge, the cool-off period on your account was initiated due to your dissatisfaction with the site's services. While the casino should honor their proclamations - that you won't be allowed to deposit for 6 months, we can not really penalize them, as we do not have any proof that this was a responsible gambling matter.

In case there is no additional evidence available, I will have to reject this complaint.

There are emails which they have where I said that I had a gambling addiction?

they need to share all the emails which I have requested from them not just 1 email???

Hello casino guru.

i am still awaiting all copies of the emails which i requested which will show that i did say i had a gambling addiction?

they aren’t providing all the emails as they know what’s on them, they have been selective by showing you one!

once they give me all the copies which I’ve asked for it will show?

I am still waiting for them??

Dear Phillipo1990,

as I mentioned before, after reviewing all available evidence, I have to reject this complaint. I understand this is not a resolution you were looking for, but we genuinely can not proceed with the resolution process, unless we are provided with enough evidence of your claims.

Before we part, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, so you have nothing to lose, only gain. If you feel like more personal approach would be needed to help you with the struggle, if you e-mail me your town of residence, I can search our database for a help centre near you, that can help you fight the addiction in more effective way.

Thank you for your understanding, I am sorry we could not be of more help on this occasion.

So you are going to let them get away without providing me with copies of the emails sent between us?

I have requested them because it has evidence of me saying I have a gambling addiction? That’s why they will not provide them to me.

please can’t you see this?

Dear Phillipo1990,

unfortunately, I have to say that burden of proof is fully on your side in this case. If you are able to provide any chat logs or emails with the casino, where you have disclosed your gambling addiction, we will be more than happy to assist you further, as we have with many players in the past. In this particular case however, the only piece of evidence came from the casino - and the email we were provided with shows, that you have not disclosed your gambling addiction before the cool off period was set - at least not in that particular exchange.