Frequently Asked Questions

This version is organized around situations. Pick the one that matches what you’re trying to do, then follow the short “what to know” and “what to do” notes. Everything here aligns with Dutch rules for games of chance and OneRed’s duty of care.

I’m new and want to start

What to know
OneRed is for adults who meet the Dutch legal standard for participation in games of chance and who act only for themselves. The service is entertainment, not a source of income.

What to do
Open the sign-up flow in web or app, read the key policies, and enter truthful details. Keep them current so checks finish smoothly.

I’m seeing a message about CRUKS

What to know
CRUKS is the national exclusion register. When a person is listed, gambling features are blocked across licensed operators in the Netherlands.

What to do
You can still browse safer-play resources and general information. If you need a stronger pause, use the self-exclusion guidance in your account.

I can’t log in

What to know
Security controls may lock access after unusual activity or repeated errors. This protects you from misuse.

What to do
Use the in-product recovery steps, reset your password, and confirm recent activity. Avoid reused passwords and sign out on shared devices.

I’m being asked to verify again

What to know
Verification is not a one-time hurdle. Laws, licence conditions, or changes to your settings can require fresh checks.

What to do
Provide the requested documents promptly. Typical requests confirm identity, place of residence, and that a payment method is yours.

I want to deposit or withdraw

What to know
Only payment methods in your own name are accepted. Ownership may be checked before money moves.

What to do
Choose a method shown in your account. If a withdrawal is pending, let security and banking checks complete; you can track progress in the payments area.

A payment was reversed

What to know
Unjustified reversals can harm account security and may be treated as misuse.

What to do
Check with your provider, then open the payments view to see the latest status. OneRed may deduct the amount, pause features during review, and seek recovery where needed.

A game froze or ended early

What to know
Digital titles rely on certified random number generators, and live products use approved systems. Interruptions are settled under the game rules.

What to do
Reopen the title and check the round history. If an outcome cannot be confirmed fairly, the round may be voided and the stake restored according to the procedure shown in the game panel.

I want to set limits or take a break

What to know
Limits and reminders help play stay balanced. OneRed has a duty of care and may nudge you if patterns look risky.

What to do
Open your account’s safer-play area. Set deposit preferences, loss and stake caps, session reminders, or a time-out. For a stronger barrier, consider registration with CRUKS.

I’m worried my play looks risky

What to know
Risk indicators can trigger guidance or temporary restrictions. These are protective steps, not punishments.

What to do
Review your limits, take a break, and read the support tips in the safer-play section. Independent counselling links are available at all times.

I want to join a promotion

What to know
Promotions are optional and require an explicit opt-in. Clear summaries explain contribution by game type, limits on wagers with promotional funds, expiry rules, and any exclusions.

What to do
Read the summary and full terms before joining. If something is unclear, skip the promo until you are comfortable.

My bonus disappeared

What to know
Bonuses can be removed if systems detect misuse such as coordinated accounts, chip-dumping, or attempts to unlock rewards without genuine play.

What to do
Check the promo terms and your account messages. Fair-play adjustments may be applied, and access to future offers can be limited.

I want fewer marketing messages

What to know
You control promotional contact. Service notices related to security, policy, or transactions may still be sent.

What to do
Open preferences in your account and adjust marketing choices. Changes apply going forward and partners acting on OneRed’s behalf are asked to honor them.

I care about privacy

What to know
OneRed acts as the controller under European and Dutch data protection rules. Personal data includes identity details, payment ownership signals, device and session information, gameplay records, safer-play settings, support transcripts, and your analytics or marketing choices. Special category data is not sought.

What to do
Use the privacy tools in your account to request access, correction, deletion in appropriate cases, restriction, objection to processing based on legitimate interests, or a portable copy. If an automated decision has a meaningful effect on you, request human review.

I’m seeing a cookie banner

What to know
Essential technologies keep sessions secure and the platform usable. Optional categories support measurement and limited personalization.

What to do
Set your choices in the consent panel. You can revisit them at any time, and your browser provides extra control.

I want to understand fairness

What to know
Games are audited. Digital outcomes come from certified random number generators, and live experiences follow approved procedures with oversight. Change control and independent assessment support integrity.

What to do
Open the information panel inside each game for plain-language explanations of mechanics, volatility, and bonus behavior.

I’m having technical trouble

What to know
Browsers and apps can cache stale files or block needed resources. Maintenance windows can also affect performance.

What to do
Refresh, clear cached data, and confirm your browser or app is current. Disable blockers for the session, try an alternative browser, or launch the app. Check the status banner for maintenance notes and use the in-account help panel if issues remain.

I want to change details or close my account

What to know
Some fields update instantly, while others require checks for safety and compliance.

What to do
Open the profile area to edit details, or choose the closure option to end access. Withdrawable balances are released after required steps complete. For a firm pause, use CRUKS.

I need to raise a complaint

What to know
Complaints are handled through a structured process. The Kansspelautoriteit supervises the market but does not usually decide private contractual disputes.

What to do
Submit a complaint through your account. You will receive an acknowledgment, an investigation, and a reasoned reply. If still dissatisfied, you can seek independent advice or bring the matter before the competent Dutch courts.

I’m curious about reporting to authorities

What to know
OneRed follows anti-money-laundering and sanctions rules. In certain cases, reports must be filed and the platform may not be allowed to tell you that a report was made.

What to do
Continue to use only payment methods in your own name and avoid circular transfers. If you receive a request for information, respond promptly so reviews can close.

Final tips

Keep details current. Set limits that match your mood and budget. Take regular breaks. Be cautious with unexpected messages. If something feels unclear, slow down and read the help text shown at the moment of decision. Entertainment works best alongside care, clarity, and respect for personal data.