1Red Casino - La cuenta del jugador ha sido cerrada.

I have an account with 1redcasino and made deposits totaling £3950. I had previously tried to withdraw funds however my account was only partially verified as I kept getting the payment documents rejected, which I understand. Once the account was fully verified I tried to withdraw £342. This was later rejected due to having multiple accounts. I was unaware that this was not the only account I had with the casino. The Casino later confirmed I had another account was closed due to gaming addiction.

After looking into it, the casino was correct I had an account set up using a different email address but all other details the same including deposit card details.

I am still unable to withdraw the £342 and then requested a refund on all deposits made due to previously been self excluded and being allowed to deposit. This refund was rejected and I have £342 pound in the account. The Casino must have known I was previously self excluded when they started performing the verification checks and I went on to deposit more funds.

Dear player,

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.

Were you fully verified on the previous account that was closed due to gaming addiction?

Could you please check and forward to me any emails related to the closure of that previous account — for example, account closure requests or confirmations from the casino?

Was the first account closed at your own request, or was it initiated by the casino?

Could you confirm whether the casino refunded any of your deposits from either account — or have you not received any refunds at all?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello

Yes the previous account was fully verified and I was able to make a withdrawal.

No refunds have been received from either account. I did not request a refund from the previous account and I did receive the withdrawal I requested.

The original account was closed at my own request due to gambling issues.

Thanks

Dear player, could you please confirm whether you entered the same personal details — such as your full name, date of birth, and phone number — when creating the new account, as you did in the previous one that was closed due to gambling issues?

Hi

Yes, I entered the same full name, date of birth and phone number for both accounts. They do have different email addresses though.

Thanks

Thank you very much 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 Rabbit100,

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 allowed to create a second account - has there been a circumvention of your procedures or a technical issue? Thank you in advance for providing us with your view of the matter.

Dear CasinoGuru,

Thank you for informing us about this complaint.

We would like to describe the situation in more detail: the player's account was previously closed due to gambling addiction, after which he created a new account and made new deposits. As soon as our system detected that this was a multi-account, his account was closed as a duplicate.

Also, I want to inform that in our Terms and Conditions also state:

"Each player is allowed to create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account."

The player violated these rules, which is why he was denied withdrawal of funds.

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

Best regards,

1Red Casino Team

Dear casino representative,

thank you for your response. Just to clarify, at which point and with which procedure did the casino system detect the duplicate account?

Dear Rabbit100,

have you used the same payment method for both of your accounts? Which verification procedures have you undergone before the account was closed?

Hi

Yes, the same payment method was used for both accounts.

The identity and address verifications were accepted quickly and further deposits were made. The payment verification took quite a few attempts but was accepted in the end and full verification was approved.

Dear CasinoGuru

I would like to inform you that player is able to withdraw the winnings and funds from his balance, and he was informed of this on 9 July, but unfortunately, the player has not created a withdrawal request yet.

As soon as he creates a withdrawal request, the withdrawal will be processed immediately.

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

Best regards,

1Red Casino Team

Dear casino representative,

thank you for clarifying the matter for us.

Dear Rabbit100,

are you now able to withdraw your funds?

Dear casino representative,

we have been informed by the player that his withdrawal has been rejected. As per your latest response, is there any chance you have mixed him up with a different player? If it is truly the case, we will have a few more questions regarding this complaint.

I requested the withdrawal £342 and this was cancelled by the casino on 14th Jul 25.

The Casino has not acknowledged the question with regards to when the system picked up duplicate accounts. Large deposits were made after partial verification was approved. In total £3950 were deposited before and after partial verification.

Dear CasinoGuru,

This withdrawal was cancelled due to technical issue from the bank side, and the player was informed about it.

So, he need simply to create a new withdrawal request and it will be processed immediately.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for your answer.

Dear Rabbit100,

were you able to create a new withdrawal request?

Hi

I have tried to make a withdrawal via bank transfer however it keeps being rejected. There are apparently technical error preventing a withdrawal via bank transfer. They said they will let me know when technical errors are resolved. Looks like it been like it a few days. I will let you know if the withdrawal ever happens

Dear Rabbit100,

thank you for your continued cooperation. I believe the most important thing right now is to wait, and not to play your balance any further.

Dear casino representative,

I would kindly like to ask you for more information regarding this matter. What is the exact issue with the payout process?

Hello,

We're sorry for such a situation with withdrawal, but we had some issues with the payment provider. It's already fixed now, so you can create it again and it will be processed

Best regards,

1Red Casino Team

Dear Rabbit100,

please let us know whether you able to withdraw your funds. Also, as I recommended before, please do not play your balance any further.

Still not able to withdraw the funds. I am asking for the withdrawal via bank transfer.

Dear casino representative,

the matter still remains unresolved, even though we have received numerous assurances that all the issues have been fixed.

In order to make progress, please provide us with more information regarding this case. Which steps should the player take in order to withdraw his funds? Alternatively, do you believe the player is at fault here?

Please provide us with more information regarding this matter.

Dear CasinoGuru,

We are in constant communication with the player, but the player is creating withdrawals to other bank details that are not verified and these bank details is incorrect. We have asked him three times to create a withdrawal to the bank details he used previously.

As soon as he creates a withdrawal to the correct bank details, it will be processed immediately.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for clearing up the matter.

Dear Rabbit100,

please proceed as requested by the casino representative. In case you need any specific assistance, please reach out to the casino's support, or message me at martin.l@casino.guru.

Dear CasinoGuru,

Just want to inform that player created a withdrawal on correct bank details and received his withdrawal. Hope it's solved now.

Best regards,

1Red Casino Team

I can confirm that the payment of £342 has now been received. The same payment method was used that had previously been rejected but this time it was successful.

Thanks

Dear Rabbit100,

I am happy to hear you have received the first part of your funds.

Dear casino representative,

thank you for your cooperation so far. However, we now need to address the main issue in this case. The player’s previous account was closed due to gambling addiction, yet your system still allowed the creation of a new account, to which he was able to deposit 3950 GBP. Why didn't the self-exclusion prevent the player from registering a new account with the same personal details and payment method? How was this circumvented?

We kindly request a detailed response on this matter, as it directly concerns responsible gambling obligations.

Thank you in advance for your cooperation.

Dear CasinoGuru,

Yes, we will explain this case in more detail:

Unfortunately, we do not have mechanisms that prohibit registration with the same first or last name, our platform simply does not have this feature.. We can only prohibit registration with the same email address.

In this case, the emails were completely different, with no hint of similarity.

As soon as we noticed this multi-account, it was immediately closed and the player was informed.

I would also like to remind you that our terms and conditions include a rule prohibiting players from creating multi-accounts, and in this case, the player agreed to these terms and conditions twice.

If you have any further questions, we are always happy to answer them.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for your response. However, from our point of view, it seems the casino's measures are not entirely sufficient from a responsible gambling perspective.

To our knowledge, on the second account, the player entered the same full name, date of birth, phone number, and even used the same payment method as before. These identifiers should have triggered internal safeguards and prevented registration or deposits. Relying solely on email checks does not provide adequate protection for self-excluded players.

In this case, the player should never have been able to open a second account and deposit the disputed funds. Therefore, we believe he is entitled to a refund of all deposits made on the second account, minus the money he has already received of course.

Best regards,

Martin

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We would like to inform you that unfortunately, the platform doesn't provide the option to prevent players from registering multiple accounts. We have communicated with the platform on this issue, but they have informed us that it is currently not technically possible.

I would also like to reiterate that as soon as we noticed that a player had multiple accounts, we immediately closed them. I would also like to reiterate that our terms and conditions state that creating multiple accounts is prohibited, and the player agreed to these terms and conditions.

Therefore, in this case, we believe that our decision to refuse a refund was correct, as the player read and accepted the terms and conditions.

If you have any further questions, we are always happy to answer them.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for your response.

To further expand on our point of view, I would like to emphasize, that we are treating this case as a responsible gambling issue. The user's addiction overrides the multiple accounts rule.

To summarize, even though the player had been excluded, he was later able to open a new account using the same full name, date of birth, phone number, and payment method, with the account differing only by an email address. We do not believe only checking the email address is a sufficient internal safeguard. Therefore, as things stand, our position is very firm. We believe, that the player is entitled to the remaining 3608 GBP - unless there have been more withdrawals made on this second account, other than the 342 GBP one.

In case you have any additional information, which could influence the outcome of this case, please let me know.

Dear CasinoGuru,

We understand your point of view, but we would like to explain our position in detail.

The player was informed that he was not allowed to create a second account, but he created a second account anyway, and in our opinion, this is entirely the player's responsibility, as this is often a practice of refund abuse, as it appears to be in this case, since the player is in the red on his first account.

As I mentioned earlier, the player's account was closed as soon as we noticed that it was a multi-account.

In this particular case, we believe that we did everything correctly and should not refund the player's funds.

We hope you understand the situation. If you have any additional arguments, we will be happy to hear them.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for your response.

Can you please provide us with timelines of the player's activity on your site? When was his first account active, and when was it closed?

Dear Rabbit100,

are you able to send us any communications regarding self-exclusion from your first account?

Dear CasinoGuru,

The player created his first account on 11 April 2025, after which, as we already mentioned, he went into the red and closed his account on 16 April 2025.

If you have any further questions, we are always happy to answer them.

Best regards,

1Red Casino Team

Hi

Those dates do seem to rally up

I will send the communication regarding self exclusion from the first account.

Dear parties,

thank you for your patience.

Dear casino representative,

Could you please provide us with any records of communication regarding the player’s previous self-exclusion? Additionally, could you confirm whether it was requested via live chat, email, or another channel? If you have stored correspondence with the player on their previous account, we kindly ask you to share it with us.

Dear Martin,

I have just sent a communication regarding the closure of the player's account.

If you have any further questions, we will be happy to help.

Best regards,

1Red Casino Team

Dear Casino Representative,

Thank you for providing us with the requested communication. We appreciate your continued cooperation.

At this stage, it is confirmed that the player requested self-exclusion via live chat, and the casino closed the account shortly thereafter, fulfilling its initial duty.

However, the fact that the player was later able to register and deposit again using identical personal and payment details remains a key issue. We simply believe, that the casino's safeguards are not sufficient. Depositing through the same payment method should not be possible and should always be picked up in our opinion.

We also acknowledge your concerns about the possible fraudulency and abusing the self-exclusion options. However, we have not seen any sign or received any proof that this particular player is operating in such ways.

We therefore stand by our initial ruling. In case there is any other relevant proof, especially regarding the last paragraph, please let me know.

Dear Martin,

We have just sent additional communication with the player to your email address.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for your continued cooperation.

After additional reviews, we still believe there is not enough evidence of the player abusing the self-exclusion protocols. We still believe the safeguards applied were not sufficient, and the player should therefore receive a refund of his deposits.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Rabbit100,

we are extending the timer again, as we want to explore some other ways to re-establish contact with the casino. If there are any new developments on the matter, please keep us updated.

Hey CasinoGuru,

Sorry for the waiting, we're still consulting with the platform and our legal team about this case.

We need a little more time.

Hope for your understanding.

Best regards,

1Red Casino Team

Dear casino representative,

since this is an unusual and quite a specific case, we understand the need of further consultations. However, can you give us an approximate timeframe, in which we can expect a response?

Dear CasinoGuru,

We will come up with a definite answer regarding this case within a week.

We apologise for the long wait.

Dear Casino Representative,

thank you for the clarification. We will be awaiting your decision, I will set the timer for the last 7 days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We apologize for the delay, we are already in the final stages, and we will provide a complete and detailed response in the coming days.

Once again, we apologize for the long wait.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Rabbit100,

Despite the extended timeframe and multiple reminders, we have not received any further response from the casino that would allow us to move this case forward. As a result, we are unable to continue with the resolution process. We are therefore closing this complaint as unresolved.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot because, as they claim themselves: "If a complaint or a pattern of complaints indicates a possible violation of the law, we may take appropriate action against the operator."

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at martin.l@casino.guru

We’ve reopened this complaint at the request of 1Red Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear casino representative,

thank you for getting back to us with more information. Please provide us with the mentioned statement from the platform provider.

That said, I would still like to emphasize we are primarily treating this as a responsible gambling issue. As things stand, we simply believe the player should not have been able to create the new account and his deposits should be refunded.

Dear CasinoGuru,

We have sent a response of the platform to your email address. Please check it and let us know.

Best regards,

1Red Casino Team

Dear casino representative,

thank you for forwarding the platform provider’s statement and further outlining your position.

However, we would like to clarify that this response does not materially affect our position in this case. We believe the platform’s technical limitations regarding excluded players do not override the casino’s responsible gambling obligations towards them.

As previously stated, this complaint is being assessed primarily from a responsible gambling perspective. The fact that the player was able to re-register and deposit using identical personal and payment details remains the core issue, regardless of the platform’s capabilities.

The complaint therefore remains unresolved.