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Unjustified confiscation of winnings and account closure by 1Red Casino

I am writing to file a formal complaint against 1Red Casino regarding the unfair confiscation of my balance and the permanent closure of my account.

I registered as a new player and claimed the Welcome Bonus. With this bonus, I played the following slots:

• Notre-Dame

• Golden Fish Tank

After completing the wagering requirements (or during the process) and achieving a win, I requested a withdrawal. However, the casino rejected my request, confiscated my entire balance, and closed my account.

The only explanation provided by the casino was a vague email (attached) claiming "Bonus Abuse / Fraudulent Activity" according to their Anti-Fraud Policy and Terms.

I strongly contest this decision for the following reasons:

1. Game Selection: The games I played (Notre-Dame and Golden Fish Tank) were not listed as excluded games for the bonus I used.

2. Betting Rules: I strictly adhered to the maximum bet limit allowed during the bonus wagering.

3. No Strategy Violation: I did not use any prohibited strategies, such as delaying bonus rounds or exploit-based play. My gameplay was purely recreational.

4. Lack of Evidence: The casino has failed to provide any specific proof or point to any particular transaction that justifies "fraud."

I have attached the screenshot of the email I received. I request Casino Guru to intervene and ask 1Red Casino to provide my game logs and the specific evidence they claim to have. I am a fair player and simply want my legitimate winnings to be paid

Important notice:

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you passed the full KYC verification at this casino, or at least submitted any identity documents to this casino for verification?
• Did you play only the mentioned two slots while your welcome bonus was active?
• Have you noticed any bugs or technical inconsistencies during your gameplay?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

Thank you for your reply and for assisting me with this matter. Here are my answers to your questions:

• Have you passed the full KYC verification?

Yes, I have already completed the full KYC verification process. I have submitted all the required identity documents to the casino.

• Did you play only the mentioned two slots while your welcome bonus was active?

Yes, as far as I remember, I played only those two specific slots while the welcome bonus was active.

• Have you noticed any bugs or technical inconsistencies during your gameplay?

No, I did not notice any bugs or technical inconsistencies during my gameplay.

I hope this information helps to resolve the issue. Thank you for your support.

Thank you for your reply. Please request the casino customer support through email to send you the entire gaming history in Excel format, and then forward the document to me at veronika.f@casino.guru. I appreciate your cooperation.

Dear miya11no,

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,
Veronika
Casino.Guru