1Red Casino - A conta do jogador foi encerrada e os ganhos retidos.

Good afternoon. I played at the 1red casino. Now my account is blocked. 1red refuses to pay out my winnings in the amount of 1347 euros. 1red gives this answer: "According to the rules of our site, we are not obliged to provide an exact reason for blocking an account." Please help resolve this issue. Maybe additional information is needed? Write what exactly.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue as evidence of the incident? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello. My account was created on December 18, 2025. I was blocked about 10 days later. I can't say for sure. No one notified me about it. I couldn't log in. That's how I found out about the block. I only played one slot, called Royal Hot. I didn't place any bets anywhere else. My current balance is a prize from participating in a tournament from the provider Gamzix.

Dear Rostyby,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 1Red Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 1Red Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 CasinoGuru,

We would like to clarify the situation with this player. Yes, his account was indeed closed due to forged documents, but we offered to return his deposit. The player provided his details and we are already processing the refund of his deposit.

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

Best regards,

1Red Casino Team

Hello. This is the first time I've heard that my account was blocked due to forged documents. The casino hasn't provided me with any evidence, proof, or anything. This is the first time I've heard that they offered to refund my deposit. Since contacting Casino Guru, I've only received one email. I've provided a screenshot. The email is dated January 15, or 12 days ago. I don't know what refund the casino is processing. Maybe I'm blind or can't read. Where is the information about refunding deposits and forged documents?

Dear 1Red Casino,

I would appreciate it if you could kindly send the documents you mentioned to my email address, romana.r@casino.guru. This will allow my team to verify the information you have provided.

Thank you very much for your assistance.

Respectfully,

Romi

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 user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi