1Red Casino - Håndtering af spillerens konto fører til en anmodning om refusion.

Summary of the dispute

I am a UK-based, GAMSTOP-registered player with gambling-blocked payment cards. Despite that, 1RED accepted my registration with full UK details (address, phone, GBP currency) and allowed me to make multiple deposits and gamble freely. My card payments were processed in ways that did not show as gambling transactions, meaning they bypassed my gambling blocks.

During this time, I made it repeatedly clear in live-chat conversations that I could not deposit any more money. Instead of recognising that as a sign of problem gambling or directing me to self-exclusion options, the 1RED agents actively encouraged me to deposit again, frequently tempting me with "bonus offers" or "free spins if you deposit more." This pattern happened several times. Each time I said I couldn’t afford to deposit, I was met with more incentives to do so.

This is not responsible gambling. It is predatory conduct that targets a known vulnerable player and completely contradicts the responsible-gambling principles their website claims to follow.

When I realised the extent of my losses and the harm this caused, I contacted 1RED to request a refund of all deposits (approx £4,600). They acknowledged my request and said a decision would be made within seven business days. That period has now long passed, and I have received only generic replies such as "as soon as we have information we’ll let you know." No explanation, no decision, no refund, and no transparency about my deposits.

Why this is unacceptable

UK access and self-exclusion: I was on GAMSTOP before creating the account. Any operator observing even basic compliance standards should have automatically blocked my registration.

Predatory encouragement: The casino’s staff pressured and tempted me to continue depositing after I explicitly said I couldn’t. That is reckless and unethical.

Failure to intervene: There were numerous red-flag indicators—escalating deposits, clear signs of distress, statements that I couldn’t deposit more—yet they failed to step in or apply any protection measures.

Disguised payments: My deposits did not appear under gambling MCC codes and bypassed the card-issuer gambling blocks. This suggests improper transaction classification.

Broken promises: They told me to expect a refund decision in seven business days, but weeks later I still have no resolution.

What I’m requesting

A full refund of approx £4,600, representing all deposits made.

A complete transaction statement (dates, times, amounts, merchant descriptors, MCC codes, and payment processors).

A compliance review explaining why UK players are accepted and why staff encouraged deposits from a self-excluded, problem-gambling player.

Final note

I’m sharing this publicly because I’ve had no meaningful response from 1RED despite clear evidence of negligence and harm. The casino’s actions pushed me into severe distress and they continue to ignore the complaint. This case shows how irresponsible and dangerous these practices are for anyone struggling with gambling addiction.

I ask Casino.Guru to assist in mediating this dispute and to ensure 1RED is held accountable for their actions.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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.

• Have you informed the casino at any point about your struggle with controlling your gambling or other gambling problems? Would you be able to support this with evidence? Please send this information to my email at [email protected]
• Could you please advise when the last time the casino allowed you to deposit?
• Do I understand correctly that your account is currently closed? When was your account closed? Have you unsubscribed from the casino's marketing communication?

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. Thank you very much in advance for your reply.

Best regards,

Tomas

i informed them on multiple occasions via live chat that I couldn’t afford to deposit more money. Looking back, at this point they shouldve taken action to prevent me making more deposits. Instead they kept tempting me with more deposit bonuses - free spins etc if I deposit just another £50 for example.

i last deposited approximately one month ago.

My account is now closed after I emailed them saying what financial mess they had got me into.

Thanks for your reply.

If you have records of your communication with the casino where you expressed a need for help or protection, please share them with me with timestamps. Send the information to my email at [email protected]

Looking forward to your reply.

Dear Casmc1999,

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,
Tomas
Casino.Guru