The player from Austria faced 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 claimed that she had not violated any rules and filed a complaint with the Malta Gaming Authority. The complaint was escalated to a dedicated resolver who sought clarification from the casino, but the casino failed to respond. Consequently, the complaint was marked as unresolved due to lack of cooperation from the casino, and the player was advised to pursue alternative dispute resolution services and the Malta Gaming Authority for further assistance.
21Red Casino - Player’s withdrawal is delayed and winnings are withheld.
Unresolved
Our verdict
No reaction
Black points: 3,369
Amount: €13,000
21Red Casino
Safety Index:LowCase summary
Discussion
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1 month 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.
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1 month ago
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.
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1 month ago
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 attila.g@casino.guru, 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
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1 month ago
TranslationHello Attila,
Yes, I have access to my account. I earned my winnings WITHOUT a bonus.
Of course, I can email you the correspondence with the casino.
Evidence photos are attached.
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1 month ago
Dear A_Aksoy, thank you for your response. Is there any chance that someone from your household or using the same IP also created an account at this casino? Additionally, could you please attach a screenshot of your bonus history from your casino account?
Thank you for your patience and cooperation.
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1 month ago
TranslationIs it possible that someone from your household or with the same IP address has also created an account at this casino? NO, 100% not. I live alone, play on my phone, and don't have any other device like a PC or laptop.
Bonus history: I didn't activate a single bonus in 2026. That was the last bonus. 
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1 month ago
Dear A_Aksoy,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
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1 month ago
Hello there,
Thank you A_Aksoy 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 the player's winnings were confiscated and what we can do to help resolve this issue.
Thank you!
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1 month ago
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.
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3 weeks ago
Dear A_Aksoy,
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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
