1Red Casino - O reembolso do jogador foi adiado.

They said the would issue me a refund in email asked for KYC which i provided and now its been over a month and aren't issuing the refund.

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 share the communication where the refund is promised and under which circumstances you requested it?
• Is your account in the casino accessible to you, or was it closed?
• Have you unsubscribed from the casino's marketing communication?
• When was the last time you were in contact with the casino regarding the issue? Have you tried contacting live chat support to learn more?
• Please send evidence supporting your complaint to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I even double-checked. This has caused me serious mental and financial harm and so to inform a refund is being processed, and then nothing happened i awful and caused me even more harm.

Thanks for your reply and information submitted via email and in the thread.

Could you please provide the date when you informed the casino of your gambling addiction, and when the casino allowed you to deposit?

Send the evidence of informing the casino of your gambling addiction to my email at tomas@casino.guru

I have sent it

did you receive it

Anynews

Anynews

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Hi Kubo

hi Kubo

what happening regarding this

Anynews

Anynews

Dear malachicoote,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from 1Red Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear 1Red Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's refund.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Still informing me to wait

Still waiting!

been a whole week

what now?

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 in more detail: the player was denied a refund because there were no valid reasons for it.

The player created an account on 14 January 2025, made several deposits, and on 16 January 2025 stated that he had a gambling addiction and demanded a refund. We immediately closed the player's account after this message, and he made no further deposits.

We have also sent you the correspondence with the player regarding the closure of his account. We hope this will help resolve the situation.

Best regards,

1Red Casino Team

This is completely untrue, why are you just making up lies. Crowley told me a refund was being processed and you took my documents for it as well.

Please address the attachments sent

AWAITING A RESPONSE

Dear 1Red Casino,

Thank you for your clarification and for providing additional context regarding this matter.

Dear malachicoote,

After carefully reviewing your case, I must inform you that, from our perspective, you are not eligible for a refund of your deposits. All of your deposits were made prior to contacting the casino’s support team, and the casino closed your account within approximately 30 minutes after your request.

Please note that refunds under the self-exclusion policy apply only to deposits made after a player has explicitly informed the casino about a gambling problem and requested account closure on that basis. Deposits made before such a request are not covered by the self-exclusion policy.

In this case, the available evidence indicates that your deposits were made before any mention of a gambling problem or self-exclusion request. As a result, the casino’s actions were in line with its responsible gambling policy, and no breach has been identified.

For these reasons, I have no other option but to reject your complaint as unjustified.

Thank you for your understanding. I regret that we could not reach a more favorable outcome. However, if you encounter any further issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best Regards,

Kubo