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Casino: Red Stag Casino

My username at the casino: CHIPY30544

Affected amount: Approximately $300 USD profit from no-deposit/free bonus

Type of problem: Profits confiscated / Payment refused

Dear Ladies and Gentlemen of the Casino.Guru Team,

I used a no-deposit/free bonus and fully met the wagering requirements (usually 40x). After that, I continued playing and increased my account balance to around $300 – all without ever making a deposit of my own money.

The winnings were confiscated or the payout refused on the grounds that the casino does not work with customers from Austria and that Austria is a restricted country.

However, that is not correct:

- In the current Terms and Conditions of Red Stag Casino, Austria is NOT listed as a restricted country (restricted countries include, for example, Canada, UK, France, Netherlands, Israel, Panama, certain US states, etc.).

Austrian players are normally accepted, and there was no warning during registration or bonus use.

I complied with all the rules (no violation of Max-Bet, restricted Games, etc.).

For no-deposit bonuses, there is a maximum cashout of $160 – I accept this rule and request payment of this amount (or a clear explanation as to why not).

Attachments:

- Screenshots of the no-deposit bonus and fulfilled wagering requirements

- Screenshots of the profit/account balance (approx. 300 USD)

- Screenshots of the support chats/emails showing the rejection and reason "Austria"

Thank you for your mediation – I hope for a fair solution, at least the maximum cashout of $160.

Best regards,

Ber Mihaylov

Residence: Austria

Casino: Red Stag Casino

Mein Benutzername im Casino: CHIPY30544

Betroffener Betrag: Ca. 300 USD Gewinn aus No-Deposit/Free Bonus

Art des Problems: Gewinn konfisziert / Auszahlung verweigert

Sehr geehrte Damen und Herren vom Casino.Guru-Team,

ich habe einen No-Deposit/Free Bonus genutzt und die Wagering-Anforderungen (meist 40x) vollständig erfüllt. Danach habe ich weitergezockt und den Kontostand auf etwa 300 USD hochgespielt – alles ohne je eine Einzahlung mit eigenem Geld zu tätigen.

Der Gewinn wurde konfisziert bzw. die Auszahlung verweigert mit der Begründung, dass das Casino nicht mit Kunden aus Österreich arbeitet und Österreich ein restricted country sei.

Das ist jedoch nicht korrekt:

- In den aktuellen Terms and Conditions von Red Stag Casino wird Österreich NICHT als restricted country aufgeführt (restricted sind z. B. Kanada, UK, Frankreich, Niederlande, Israel, Panama, bestimmte US-Staaten usw.).

- Österreichische Spieler werden normalerweise akzeptiert, und es gab keine Warnung bei Registrierung oder Bonusnutzung.

Ich habe alle Regeln eingehalten (kein Verstoß gegen Max-Bet, restricted Games etc.).

Für No-Deposit-Boni ohne Einzahlung gilt ein Max-Cashout von $160 – ich akzeptiere diese Regel und fordere die Auszahlung dieses Betrags (oder eine klare Erklärung, warum nicht).

Anhänge:

- Screenshots des No-Deposit-Bonus und erfüllter Wagering-Anforderungen

- Screenshots des Gewinns/Kontostands (ca. 300 USD)

- Screenshots der Support-Chats/E-Mails mit der Ablehnung und Begründung „Österreich"

Vielen Dank für Ihre Mediation – ich hoffe auf eine faire Lösung, zumindest den Max-Cashout von $160.

Mit freundlichen Grüßen,

Ber Mihaylov

Wohnsitz: Österreich

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Can you please send me a screenshot showing the list of countries you see when you open the registration form on the casino website? I can not see Austria on this list.

Have you filled out your personal information correctly, including your country of residence?

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

Dear CHIPY-JAN54,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru