1Red Casino - Das Konto des Spielers wird geschlossen und die Gewinne einbehalten.

I registered with this casino, received the bonus money, won about $6,000, cleared the wagering requirements, and tried to withdraw it.

When I tried to log in to the casino, I found that my account had been closed, so I inquired about it and immediately provided the personal information and playing details that were requested.

After several exchanges, I was told that the site's decision was final, my account would be closed, and no funds would be refunded.

I have not violated any of the terms of use, and even when I asked for an explanation, they just insisted on closing it down and confiscating it.

I cannot accept at all the actions of casinos like confiscating winnings and closing accounts.

I don't mind closing my account at this point, but I would like my winnings returned.

I am not convinced at all so I came to ask for your help.

このカジノに登録をし、ボーナスマネーを受け取り約6000$ほどを獲得し賭け条件をクリアし、引き出そうとしました。

その際、カジノにログインしようとするとアカウントが閉鎖されており、問い合わせをし、求められた個人情報、プレイ内容をすぐに提出しました。

その後数回やり取りをしたのですが、サイトによる最終決定であり、アカウントは閉鎖、資金の返金もしないとのことでした。

利用規約にも違反していませんし、理由の説明を求めても閉鎖と没収の一点張りです。

勝ったときに勝利金も没収し、アカウントを閉鎖するといったカジノの動きには全く納得できません。

アカウントの閉鎖はこの際構いませんが、勝利金は返していただきたいです。

全く納得できないので助けていただきたいと思い相談させていただきました。

Dear kubotarou,

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 advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Dear kubotarou,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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

Message from the player:

I will send you the exchange I had with the casino.

I didn't save many screenshots etc, but I would appreciate it if you could take a look.

Dear kubotarou,

Have you saved the communication in which the casino justifies the confiscation of your winnings and the communication in which the casino provides a reason for closing your account?

Please forward this communication to my email at tomas@casino.guru

Dear kubotarou,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.