The player from Austria is facing issues with a €1,000 withdrawal request from her €13,000 winnings at Casino 21.Red, which was canceled due to alleged violations of the terms and conditions. Despite extensive correspondence and receiving conflicting messages from support, she claims that she has not violated any rules and has filed a complaint with the Malta Gaming Authority.
21Red Casino - Player’s withdrawal is delayed and winnings are withheld.
Opened
Current status
Waiting for Casino Guru to reply
6d 6h 1m 3s
21Red Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
3 days ago
Translation
Hello dear Guru Team, I'm having a problem with my withdrawal. I won €13,000 at Casino 21.Red and requested a withdrawal of €1,000 (unfortunately, that's the maximum). My account is verified. My withdrawal was canceled on the grounds that I violated the terms and conditions. The entire amount of €13,000 was wrongly withheld. After more than 10 days of correspondence with support, I have filed a complaint with the Malta Gaming Authority.
On January 13, 2026, I won €12,037.50 playing Sugar Rush. I continued playing and stopped when I reached €13,000.
On January 14, 2026, I requested a payment of €1,000 (the maximum permissible amount).
On January 19, 2026, the casino accused me of violating their terms and conditions, which is not true.
On January 20, 2026, I received an email from the casino stating that my withdrawal had been successfully processed. This is contradictory, because on January 19, 2026, the casino canceled the confirmed withdrawal of €1,000 and my remaining balance of €12,000, reducing my balance to €0.
Up until that point, there had never been any problems with withdrawals.
After checking my bank account, I discovered that the casino refused to process my withdrawal even though my profit/loss balance was almost zero. Now that I would have walked away with a profit, they're accusing me of violating their terms and conditions.
Please help me find an out-of-court settlement. I have not violated a single point in the terms and conditions.
Automatic translation:
Public
Public
yesterday
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
yesterday
Dear A_Aksoy,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm whether you currently still have access to your account?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at [email protected], or you can post screenshots here.
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,
Attila
