The player from the Netherlands had won a larger amount, and the casino had accused him of abuse and canceled his 962€ winnings without specifying the broken terms. The player had disputed these claims and was seeking mediation. He had confirmed that he was KYC verified and had won the amount using a bonus offer. He also mentioned that he had wagered the maximum allowed amount and had previously received smaller payouts from the casino. However, the Complaints Team had informed him that they could not assist with issues related to sports betting, which the player had confirmed he had participated in. Thus, the complaint was rejected.
21.Red Casino - Player’s winnings have been confiscated.
Amount: €962
21.Red Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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4 months ago
Hi,
21.red first payed out a small amount but when i won bigger they called it abuse. They send me all the terms which I already know but don't say or make their mind up which term I have broken.They just dumped terms to me + saying 962 euro cancelede from me. The advertise in Nethlands but take you winnings. LCS limited bookies advertize here and claim I break terms( that means winning) when I know how to play for 7 years. They say the theft is final so I need ADR
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4 months ago
Dear Davido180,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 21.Red Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you made any successful withdrawals before?
Could you please confirm if you passed the KYC verification?
Could you please specify what types of games you played? Was it slots, live casino games, or did you participate in sports betting?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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4 months ago
Hi,
I am KYC verified there. I made the winnings with a bonus offer. This time 100 percent up to 200 appeared in deposit page. They have standard bonussen of 100 percent 100 euro and after that 50 percent but when I did deposit I did see other offer which I did play 100 percent up to 200. I did wager max up to 200 a bet( max allowed) and odds minimum 1.5 which is needed and total 2000 euro which is needed to complete bonus. After completion I did try to withdraw. Smaller winning before they payed out and now that my balance was over 1000 they only did deposit back in account and send me all the terms I did not break.
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4 months ago
Thank you for the update.
As you might know, our forum Casino.Guru deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint.
Thank you very much for your understanding.
Best regards
Veronika
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