21Red Casino - Player's winnings are confiscated without justification.

Hello Casino Guru team,

I would like to file a formal complaint against 21.Red Casino due to the unjustified cancellation of my withdrawal and the confiscation of my winnings, totaling €656.50.

The casino claims that I have violated their Terms and Conditions, specifically clauses related to "bonus abuse" and other prohibited practices. However, they have not provided any concrete evidence to support these accusations.

When I requested proof, the casino informed me that I could check my betting history directly on their website. I carefully reviewed this history, exactly as they suggested, and found no action that violates the clauses they mentioned. This confirms my belief that the confiscation of my funds has no valid justification.

Issue details:

• I made a withdrawal request that was canceled by the payment department.
• he casino only returned my original deposit of €125, confiscating the remaining €656.50.
• They claim that their decision is final and backed by their licensing authority, but have shown no specific evidence or records to prove the alleged breach.
• My betting history, reviewed by me exactly as instructed by the casino, clearly shows no violation of their terms.

I have acted in good faith at all times, and I believe this decision is unfair, non-transparent, and contrary to the responsible gaming principles they claim to uphold. I request that Casino Guru intervenes to demand that the casino present clear and specific evidence and, if they cannot substantiate their claims, proceed with the full payment of my winnings.

I am attaching the communications with the casino for your review.

Thank you for your attention and support in this matter.

Sincerely,

Juan *****

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 21Red Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was the particular rule on the screenshot you submitted highlighted by the casino?
• Have you changed the bet amount from a higher to a lower amount prior to the wagering being completed, to your knowledge?
• Do I understand correctly that the casino provided you with game history from the time the bonus was in play? Would you be able to share it with us so we may review it?
• Could you please share with me your communication with the casino regarding the issue in a format where the recipient and the sender are identifiable? Forward the original email from the casino to my email at [email protected]

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

Hello Tomas,

Thank you for your reply and for your willingness to assist me with this case.

• The casino highlighted the following rule:

"Two tier betting (where large bets are placed on high variance outcomes, before switching to lower variance outcomes to clear wagering requirements);".

I want to make it clear that at no point did I engage in this type of betting or any other practice that could be considered bonus abuse.

• I did not change the bet amounts from higher to lower before completing the wagering process, nor did I use any prohibited strategies. My gameplay was entirely legitimate.

• The casino stated that the game history could be viewed on their website, which I did. However, the site does not have any option to download this history, and despite my explicit request, the casino refused to provide me with this information in an official document. I manually reviewed the entire history visible on the website and can confirm that no clause was violated.

• The requested information has already been forwarded to the email address you provided for your review.

I look forward to any additional details you may need so we can resolve this matter and recover the funds unjustly confiscated.

Thank you in advance for your support.

Kind regards,

Juan ****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Faran for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 21Red Casino for their help in resolving this complaint. We would like to know why why were the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We would like to inform you that following a detailed review of the user’s Faran gameplay during the withdrawal process, we concluded that the player violated the following Terms and Conditions : 

Term 12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

As the player utilized multiple Ips, one of which was detected as a proxy IP and flagged with the maximum fraud score (100) by the IPQS tool, while playing in our casino, they have breached clause i) of the Terms & Conditions. 

Additionally, the player has breached Term 1.7 of our General Bonus Terms & Conditions, which states:

1.7 All of the Website, newsletters, SMS’s and On-site Notifications bonuses and promotions are intended for recreational players. We therefore expect that all players participate in all bonuses and promotions fairly. We have set out below certain types of play which we consider to be irregular and therefore will be considered to be in breach of these General Promotions & Bonus Terms and Conditions:

-- Wagering on games with bonus money to build up value, lose the bonus and then cash out on the built-up value with a secondary deposit or other methods.

-- Using any betting system (e.g., Martingale) or placing even money bets on any game of chance.

-- Two tier betting (where large bets are placed on high variance outcomes, before switching to lower variance outcomes to clear wagering requirements);

-- Placing contradictory or repetitive bets;

-- Placing over 100% of the deposit amount in one bet while a deposit bonus is active;

-- Using multiple accounts to obtain more than the number of bonuses or free bets permitted for each player;

-- Colluding with other players in order to take advantage of promotions or bonuses;

-- Repeatedly using promotions to play, with minimal or no deposits, and/or depositing purely to take advantage of our offers.

-- Using any strategy to wager the bonus funds prior to the real money funds (e.g. placing real money funds in low-odds bets).

-- Cancelling a bonus before the completion of the wagering requirements.

-- Taking advantage of specific game features with low house edges or using a combination of games to meet wagering requirements with minimal loss.

Given the above evidence, we have concluded that the user knowingly and repeatedly breached our Terms and Conditions. Accordingly, we deducted winnings totaling €656.50 from their account. Importantly, no deposits were forfeited. The user’s last deposit of €125, from which the winnings originated, remains available in their account.

In summary, we confirm that our actions were fully compliant with our Terms and Conditions, and the deduction of winnings is justified in this case.

Thank you for your time in reviewing this information.

Please let us know if you require any further details or clarification.

Best Regards,

The 21Red Casino Team

Thank you for the update 21Red Casino representative.

While we fully acknowledge the necessity of safeguarding your platform against potential abuse, we respectfully submit that the grounds cited for restricting the player’s account may not constitute sufficient justification for such an action.

With regard to multiple IP usage, we would like to emphasize that an IP address is inherently dynamic and often beyond the direct control of the player. Variations in IP addresses can arise from numerous legitimate factors, including but not limited to the player’s use of different devices, changes in network configurations, mobile connectivity, or the policies of their internet service provider. For this reason, we do not consider the presence of multiple IP addresses to be an adequate or conclusive basis for penalizing a player or restricting their access to their funds.

Similarly, the notion of "irregular betting patterns" as grounds for confiscation is one we find problematic. Betting styles and strategies can vary widely between individuals, and what may appear "irregular" can often be a matter of personal preference, experimentation, or even chance. In our view, if certain forms of play are deemed undesirable or potentially abusive, it is the responsibility of the operator to implement clear preventative measures at the software level to restrict or disallow such activity. Relying instead on broad, post-factum interpretations of "irregular play" leaves room for ambiguity and creates an unfair disadvantage for the player, who may not have been made explicitly aware of such restrictions in advance.

That being said, we would greatly appreciate it if you could kindly provide further clarification in this particular case. Specifically, we would like to understand in what exact way the player in question has violated the rules you have referenced regarding irregular play. You can forward any information to my email. ([email protected]) We look forward to your detailed clarification so that we may work towards a fair resolution in this matter.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded, if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter