1Red Casino - Pelaajan tili on jäädytetty kotiutuspyynnön jälkeen.

I deposited money and got a bonus amount, hardly any of the games worked for me, there was no prior warning of this. I asked for a refund, they said it was in the terms, it wasn’t and I copied and pasted the terms, they then suspended my account meaning I lost the 50 spins I was due as per bonus however this was on a game that wouldn’t work. They do not answer simple questions and no explanations

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 1Red Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which specific bonus you claimed? Can you please share the link to the bonus or attach a screenshot with the bonus rules?  
• When exactly did you deposit the money and claim the bonus?
• What specific games did you have trouble with?
• Do I understand correctly that your casino account is blocked now?
• Was there any real money balance on your account when your account got suspended?

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,

Natalia

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Dear Juadoo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Natalia
Casino.Guru