Gambling helpGambling Help Online, Lifeline Australia
A reply you did not accept
1red Casino takes it one level up
A written trail and a named regulator, so a dispute never ends with one closed chat window.
Say what went wrong
Tell support what went wrong and what you expected instead. Replies come back with reasons, and nothing is closed until you say the answer fits.
1red Casino case reference
Ask for a reference number on every exchange. That number follows the case, and you gain a date, a time and a name to quote later.
A second set of eyes
Still unresolved after that reply? Say plainly that you want the case reviewed higher up, and the person handling it passes it on with your file attached.
Take it to the regulator
Once the internal route is spent, you take the matter to the Gaming Control Board Curaçao. Bring the reference numbers and the replies; they carry the whole story.
Right desk, first time
Which e-mail actually gets read?
Every day one address handles one job here, so nothing waits behind the wrong queue.
Worry about chasing a reply for hours, answered honestly in a few lines
trustDo I need to check any licence before I play?+
Yes, 1red Casino N.V. holds a licence from the Gaming Control Board Curaçao, number OGL/2018/1589/193, issued to the operator at Heelsumstraat, Willemstad. That is the licence that covers your account. You do not need anything further from your side.
trustCan I get verified before I request a payout?+
Once all three documents are in, verification finishes in about 31 hours. Proof of identity, proof of address and payment method confirmation are the three items we compare. Nothing is paid out until that check closes, so sending them early saves you a wait.
trustWhere do I ask for my account to be closed?+
Where you close it depends on why. Send the request from your registered email address to [email protected] and it is actioned; if you would rather pause play than leave for good, a cooling-off period or self-exclusion does the same job without losing your account.
trustWhat if the answer I get is not satisfying?+
If a reply does not settle the matter, say so in the same thread and it moves to a senior handler. When that still leaves you unsatisfied, [email protected] takes it formally, and from there the Gaming Control Board Curaçao is the next step outside the operator.
trustWhy is English the first option on the chat tab?+
Why English first, because that is the language this site and the Australian phone line run in. German, French and Finnish are also staffed, so you can write in any of the four and be read in the language you chose rather than pushed through a translation queue.
trustWhat if I want my personal data copied or deleted?+
What if you want a copy of everything linked to your account, or want it erased? Write to [email protected] from your registered email and the request is handled without a long explanation. Ask for a copy or ask for deletion, whichever you need.
Know whom you deal with
1red Casino is run from Curaçao
After this table you will know who holds the licence and where to send a written query.