Frequently Asked Questions
You have arrived to the OneRed support center. Concise answers to frequently asked questions (FAQs) covering technical, accounts, payment, marketing, privacy, and safer play are compiled here. Consistent with Dutch regulations and standards, it is drafted in straightforward English. The in-product help panels provide account-specific, step-by-step instructions in the event that your circumstance is unique.
Getting Started
Who can create an account?
People who meet the legal standard for gambling in the Netherlands and who act only for themselves. The platform is for personal entertainment, not professional or organized play.
How do I sign up?
Use the registration flow on the site or in the app. Provide accurate identity details and confirm that you accept the core policies. Keeping your information current helps verification run smoothly.
Why do I see a message about CRUKS?
CRUKS is the national exclusion register. If a check returns a match, gambling features are disabled across licensed operators. You can still view non-gambling information and safer-play resources.
Verification & Security
Will I need to re-verify at a later time?
Yes. Ongoing verification is a safety measure. When things change, when restrictions are changed, or when regulations alter, we could ask for an update.
Deposits & Withdrawals
Which payment methods are supported?
Only methods shown inside your account and held in your 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. You can follow progress in the payments area of your account.
Do balances earn interest?
No. OneRed is not a bank; funds are held for gameplay and withdrawal only.
What happens if my bank reverses a payment?
If a reversal lacks a valid basis, we may deduct the amount, pause features while we investigate, and take reasonable steps to recover related losses.
Games & Fairness
How is fairness ensured?
Digital titles use certified random number generators; live products use approved systems. Independent assessment and strict change control support integrity.
A round ended unexpectedly. What now?
Interrupted sessions are resolved under the relevant game rules. If a fair outcome cannot be confirmed, the round may be voided and the stake restored according to those rules.
Do you offer pooled or progressive prizes?
Some titles do. Each participating game explains eligibility and settlement in its information panel.
Promotions & Rewards
How do promotions work?
Promotions are optional and use an explicit opt-in. Before you join, you’ll see clear summaries and a link to full terms. Common elements include contribution by game type, limits on wagers with promotional funds, expiry logic, and any exclusions.
Why was my bonus removed?
Bonuses, balance adjustments, access to future offers, or account closures may be implemented in the event that we identify misuse, including coordinated accounts, chip-dumping, or attempts to unlock prizes without real play.
How can I control marketing messages?
Open the preferences in your account to opt in or out. Essential service notices about security, policy changes, or transactions may still be sent.
Safer Play & Wellbeing
What tools help me stay in control?
Deposit preferences, loss and stake limits, session reminders, and short breaks. You can tighten these settings whenever you wish.
What if my play looks risky?
We monitor for patterns that suggest rising risk and may prompt a review of settings, recommend a pause, or apply temporary restrictions consistent with our duty of care.
Can I take a longer break from gambling?
Yes. Use the time-out options in your account or enroll in CRUKS for a stronger barrier that applies across licensed operators.
Where can I find independent support?
Dutch counselling services for safer gambling operate around the clock. Links are available in the safer-play section of your account.
Privacy & Data
Which privacy rules apply?
The platform follows the General Data Protection Regulation and Dutch implementation rules. OneRed acts as the controller for personal data processed on the platform.
What personal data do you process?
Identity and residency details, payment ownership signals, login and session data, device and network attributes, gameplay records, safer-play settings, support transcripts, and preferences for analytics and marketing. We do not seek special category data, and any sensitive information shared with support is handled narrowly and removed when no longer needed.
Do you use cookies?
Yes. Essential technologies keep sessions secure and the site functional. Optional categories help with measurement and limited personalization. You can manage non-essential choices through the consent interface and your browser.
Can I access or delete my data?
Yes. You can request access, correction, deletion in appropriate cases, restriction, objection to processing based on legitimate interests, and a portable copy. If an automated decision meaningfully affects you, you can request human review.
Legal & Regulatory
Does anyone in the Netherlands have authority over gambling?
Market regulation, consumer advocacy, and the issuance of directives to licensed operators are all responsibilities of the national gaming authority.
Do you notify those in charge?
We may report suspicious transactions as needed to ensure compliance with anti-money-laundering and sanctions regulations. Notifying you that a report has been filed is not always possible.
Where do I send my formal grievance?
Go to your account and find the complaint tools. We have taken note, looked into it, and come up with a rational response. You have the option to seek independent advice or take the matter to the appropriate Dutch courts if you are still unhappy.
Limits & Affordability
Why do default limits exist?
Dutch policy favors early safeguards so play remains sustainable. Younger adults, as defined by law, receive stricter protection.
Can I set stricter limits than the defaults?
Yes. Many players choose tighter caps or shorter session settings. You can change these at any time in your account.
Technical Help
The site seems slow or displays oddly. What should I try?
Refresh the page, clear cached data, and confirm that your browser is current. If issues remain, check the in-service status panel for maintenance notices.
A title will not load. Any quick fixes?
Ensure your connection is stable and that pop-up or content blockers are not interfering. Try a different browser or the app. If the problem persists, open the help panel in your account and include the game title when you describe the issue.
Account Changes & Closure
How do I update my personal details?
Open the profile section of your account. Some fields may require fresh verification before changes take effect.
How do I close my 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 after closure?
Certain records must be retained for periods set by gambling, financial, tax, and safety laws. When those periods end, the data is deleted or anonymized according to our retention schedules.
Design, Transparency & Choice
Do you explain game features in clear language?
We work to provide plain-English descriptions of volatility, bonus behavior, and key mechanics. These explanations are educational and help you make informed choices.
Do you use nudging to push more play?
No. We avoid design patterns that create pressure. Our duty of care favors calm choices and balance.
Quick Guidance
Keep your details current. Set limits that fit your budget and mood. Take 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 and clarity.