1Red Casino - La cuenta del jugador ha sido cerrada después de una gran victoria.

1red casino disabled my account after i won 10500 dollars. i signed up to their casino on may 27th and opted in for their highroller second welcome bonus (150% deposit match) after losing on their first welcome bonus where i deposited 500 dollars and won 10500 after fully wagering and complying with their terms and conditions on their website. i played the slot game money cart. i then proceeded to submit all the the documents they required to verify my account . and i got fully verified as well. i got an email saying i was verified on may 29th . i then proceeded to request a withdrawal of 1500 because that was my limit . after that my account was disabled . i contacted them on email where they said they can disable my account for whatever reason . now im asking them for an explanation and to get my winnings withdrawn . and they are telling me to wait until they have "news". so far no one told me what happened or why or if ill get the money i won. ive also attached all the screenshots of the communication we had via email

Dear Player,

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.

• Could you please explain how much you deposited to activate the second deposit bonus?
• Could you please list which documents you provided during the verification of your account?
• Do I understand correctly that you continued to play and won more with the balance left over after completing the wagering requirements of the bonus?

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,

Tomas

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.

Could you please explain how much you deposited to activate the second deposit bonus?

i deposited 500 $

Could you please list which documents you provided during the verification of your account?

i cant log in to fully check the website for what i submitted but i believe it was my passport, selfie with passport and deposit proof (screenshot of my bank with deposit)

Do I understand correctly that you continued to play and won more with the balance left over after completing the wagering requirements of the bonus?

i stopped playing after completing the wagering requirement.

Thank you very much, vessjab, for providing the necessary information. 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 vessjab,

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? Why was the player's account blocked? What is the status of his funds? Do you have any evidence of the player's wrongdoing? Thank you in advance for providing us with your view of the issue.

Dear CasinoGuru Team,

We would like to inform you that this request is currently being reviewed. Since the case requires a more detailed review, preparing the full response will take a little more time.

Our team is actively working on resolving the matter, and we truly appreciate your understanding and patience during this time.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for updating us on the matter. We will be awaiting your response.

Dear Casino Guru Team,

Thank you for reaching out regarding the player’s complaint.

We would like to clarify that the player’s winnings have been temporarily delayed due to concerns regarding the legitimacy and fairness of their gameplay. As part of our standard procedures, we are conducting a thorough investigation to ensure compliance with our terms and conditions.

Please note that the player’s account was disabled as a precautionary measure while this review is ongoing. Once the investigation is complete, we will provide the player with a detailed update regarding the outcome and next steps.

We appreciate your understanding and cooperation as we work to resolve this matter. Should you require any additional information, please feel free to contact us directly.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for updating us on the matter. However, is there a particular timeframe in which the check might be completed? Also, are you able to give us more information regarding the nature of the mentioned concerns? In case it is possible for you to share, please let me know at martin.l@casino.guru.

Dear CasinoGuru Team,

Thank you for your patience while we thoroughly reviewed the situation.

We would like to inform you that the player's account has now been successfully reactivated. Upon completing a detailed re-evaluation of the case, we did not find any suspicious or fraudulent activity on the player's part.

As a result, the player is now free to proceed with the withdrawal of their funds.

Thank you again for your cooperation and understanding.

Best regards,

1Red Casino Team

Dear 1Red Casino representative,

thank you very much for the update, I hope the issue will be resolved in the near future.

Dear vessjab,

I will leave this complaint open until we get a confirmation that your withdrawals have been paid out.

Dear vessjab,

as more time has passed, we would like to ask about the status of your funds. Have you withdrawn everything?

hello, firstly i would like to thank Martin for helping me solve this issue and keeping these casinos accountable.

secondly for my withdrawals, im only allowed to withdraw 1500 every 3 days . so there's still 6000 left to withdraw.

Dear vessjab,

thank you for your prompt response. The complaint will of course remain open and we will be awaiting your final confirmation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear vessjab,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin