Frequently Asked Questions
This version organizes answers by intent. Each heading states what you’re trying to do. Open the one that matches your situation and you’ll find a short, plain-English explanation aligned with Dutch rules and safer-play guidance.
I want to create an account
Do I qualify?
Accounts are for adults who meet the Dutch legal standard for participation in games of chance and who act only for themselves. The service is for personal entertainment, not professional or organized play.
How do I sign up smoothly?
Follow the on-screen flow in web or app, provide accurate identity details, and confirm acceptance of the core policies. Keeping information current helps later checks complete without friction.
Why am I asked about the national exclusion register?
A check against CRUKS is required before gambling features are enabled. If the register lists your details, play is not permitted across licensed operators. You can still view safer-play resources and general information.
I need to verify my identity or payment method
Why verification at all?
Dutch law and licence conditions require checks that confirm identity, eligibility, and that a payment method belongs to you. This protects players and the platform and helps prevent misuse.
Can re-verification happen later?
Yes. Verification is ongoing. We may ask for updates when circumstances change, when limits are reviewed, or when rules evolve.
What can be requested?
Proof of identity, indicators of residency, and evidence that the payment method is in your name. In some cases we may ask for context to meet anti-money-laundering and sanctions duties.
I want to deposit or withdraw
Which payment methods are allowed?
Only methods displayed inside your account and held in your own name. Ownership may be checked before funds are released.
Why is my withdrawal pending?
Security and eligibility checks must complete, and banking partners may need processing time. Progress appears in the payments area of your account.
Do balances earn interest?
No. OneRed is not a bank; account balances do not generate interest.
What if my provider reverses a payment?
Unjustified reversals may lead to deduction of the amount, temporary restrictions during investigation, and steps to recover related losses.
I want to play safely and set limits
What tools keep play in balance?
Deposit preferences, limits on loss and stake, session reminders, and short breaks. You can tighten settings at any time.
What happens if my play looks risky?
Patterns suggesting rising risk can trigger a gentle nudge, a recommendation to pause, or temporary restrictions consistent with our duty of care.
How do I take a longer break?
Use in-account time-out tools or enroll in CRUKS for a stronger barrier that applies across licensed operators.
I want to understand fairness and how games work
How are outcomes kept fair?
Digital titles rely on certified random number generators. Live products use approved systems. Independent assessment and strict change control support integrity.
A round was interrupted. What now?
Interrupted sessions are resolved under the game’s rules. When a fair outcome cannot be confirmed, the round may be voided and the stake restored according to those rules.
Are there pooled or progressive prizes?
Some titles include prize pools that grow through play. Each participating game explains eligibility and settlement inside its information panel.
I want to join a promotion without surprises
How do promotions operate?
They are optional and require an explicit opt-in. Before joining, you’ll see a clear summary and a link to full terms covering contribution by game type, limits on wagers with promotional funds, expiry logic, and any exclusions.
Why could a bonus be removed?
If systems detect misuse such as coordinated accounts, chip-dumping, or attempts to unlock rewards without genuine play, OneRed may remove a bonus, adjust balances for fairness, restrict access to future offers, or close the account where necessary.
Can I change marketing preferences?
Yes. Use the settings in your account to opt in or out. Service notices about security, policy updates, or transactions may still be sent because they are essential.
I’m concerned about privacy and data use
Which privacy rules apply?
OneRed follows the General Data Protection Regulation and Dutch implementation rules and acts as the controller for personal data processed on the platform.
What personal data do you handle?
Identity and residency details, payment ownership signals, login and session data, device and network attributes, gameplay records, safer-play settings, support transcripts, and choices about analytics and marketing. We do not seek special category data. If you share sensitive information with support, access is restricted and retention is limited to the purpose of helping you.
Do you use cookies?
Essential technologies keep sessions secure and the site functional. Optional categories help with measurement and limited personalization. A consent interface lets you manage non-essential choices at any time, and your browser offers additional control.
Can I access or delete my data?
Yes. All of your rights to access, rectify, erase (in some cases), limit, object to processing based on legitimate interests, and obtain a portable copy of your data are at your disposal. If an automated decision significantly affects you, you have the option to request a human review of the decision.
I need help with security
How is my account protected?
Additional checks for critical events like withdrawals or payment modifications, robust credential rules, device recognition, and session controls. You may aid the situation by selecting a distinct password, logging off on shared devices, and being wary of strange messages.
Why did I receive a security alert?
Unusual behavior, several failed login attempts, or modifications to critical settings will prompt alerts.
I’m troubleshooting a technical issue
A game will not load. What should I try first?
Please ensure that your browser is up-to-date, try refreshing the site to see if it helps, and verify that your internet connection is stable. To see if there are any maintenance notifications, try using a different browser or app, disable any blocking software, and see if it helps.
The site looks odd or slow.
Clear cached data and restart the session. If issues persist, open the in-account help panel and share the game title and a short description of what you saw.
I want to know who regulates and what happens with reports
Do you file reports with authorities?
Where required by law, yes. We follow anti-money-laundering and sanctions rules and may report unusual transactions. In some situations we are not permitted to inform you that a report was filed.
I want to change details or close my account
How do I update personal information?
Open the profile area in your account to edit permitted fields. Some changes may require fresh verification.
How do I close the account?
Use the closure option in your account settings. We complete required checks and release any withdrawable balance in line with our rules. If you prefer a stronger barrier, consider registering in CRUKS.
What happens to my data afterward?
Legislation pertaining to gaming, finances, taxes, and safety mandates particular record retention durations. Data is either erased or rendered anonymous after the specified time frames, in accordance with retention policies.
I want to submit a complaint or ask for review
How do complaints work?
Open a complaint through tools inside your account. We acknowledge, investigate, and answer with a reasoned outcome. If you remain dissatisfied, you may seek independent advice or bring the matter before the competent Dutch courts.
Final guidance
Keep details current, set limits that match your budget and mood, and take breaks. If a choice feels unclear, pause and read the help text at the moment of decision. Entertainment works best alongside care, clarity, and respect for personal data. If you want this FAQ adapted for an app help center, a landing page, or SEO snippets, tell me the target format and tone and I’ll reshape it.