Red Star Casino - Player’s account has been blocked due to card-counting accusations.

About a month and a half ago, I played on the Red Star website after suddenly over $ 88,000 my account was reset and immediately blocked, I was contacted and referred to a security department after I had been dealt a winning amount of two I had sent them all six weeks ago and they have not returned an answer

Regards

Dear Eliasaf,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you provide more information and details so we can understand fully what the issue might be? Was your active balance confiscated? Was your account verified successfully in the past? Could you forward any relevant communication between you and the casino to petronela.k@casino.guru? I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Petronela

Thank you very much Eliasaf for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Eliasaf,

I looked at your case and understand the situation. I will now contact the casino and see if I can help.

Hi, guys! This week investigation will be over and our security team will contact player by mail.

Thank you RedStar team. Eliasaf, please let me know when you receive the email.

Hi Eliasaf,

Thank you for forwarding the email. I would like to ask the Redstar Casino for an explanation and some evidence supporting the claims. Since the email you sent to Eliasaf wasn't specific, I believe you don't want to publish any details, so you can send the information directly to my email address (peter.m@casino.guru). Any personal data can be blurred out. Thank you.

Hi, Peter!

The account in question have breached terms and conditions of our site - https://www.redstarcasino.eu/terms -

22. Disclosure of Fraudulent Activities and 17. Forfeiture, Account Closure and Confiscation. 

In particular signs of Advanced Card Counting – a combination of "Wonging" and Hi-Lo Card Counting.

According to the game logs, during all sessions since enrollment player joined and monitored tables, skipped games with negative True Count and held games mainly with True Count above 0.

We have a report that have been provided to us by Evoultion that confirms this activity. Unfortunately, we can't provide it to you and it will be provided ONLY to Curacao regulator in case player want to file a complaint directly to regulator.

Dear Eliasaf,

Could you please forward your game history to my email address: peter.m@casino.guru? Which games exactly and how long have you been playing to reach the amount of $88,300?

Dear Eliasaf,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Hello everyone,

The question here is whether card counting can be considered fraudulent. Card counting isn’t against the law, which is why players must be paid if they are found to be counting cards in brick and mortar casinos. So, the law doesn’t consider card counting to be fraudulent. Let’s analyze why that is.

There are examples of obvious frauds like depositing with a stolen credit card, playing with a false identity, creating multiple accounts to abuse bonuses, etc. In case of frauds related to the gameplay itself, we would consider anything that somehow messes with the game’s fair randomness to be fraudulent. Examples of this include hacking the software or using electronic devices to predict the outcome of the game.

In this case, however, the player didn’t mess with the game’s fair randomness in any way. Each of the remaining cards in the deck had the same probability of being the next one to be dealt. The player didn’t know which card was going to come next. All the player did was betting more when the current RTP of the game was higher, in an attempt to maximize their long-term expected value. This clearly isn’t fraud. It’s only logical that players want to maximize their winnings.

Yes, the player was able to place bets with an RTP higher than 100%. But is this fraudulent? We believe that the responsibility for game characteristics such as RTP is purely on the side of the casino (and the game provider who created the game). It’s just absurd to void winnings of players for purposely playing games with a very high RTP (even if the RTP is higher than 100% in some cases), if said games are available to be played in the casino. Lastly, it’s easy for the game provider not to allow opportunities like this by shuffling cards more often.

To summarize:

Card counting is not illegal

The player did not mess with the game’s fair randomness in any way

It’s easy for the game provider to implement preventive measures against card counting

Therefore, our conclusion is that the casino has the right to ban the player from playing in the future, but the already accumulated winnings should be paid out. Voiding these winnings is clearly unfair (and maybe even illegal).

Hello! We are going to stay on our position. The customer has violated a site rules and his account has been locked due to these violations - https://www.redstarcasino.eu/terms 

17. Forfeiture, Account Closure and Confiscation.

Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in your Red Star Account (and any ESP Account or Company related Account including other websites and casinos owned or operated by Company) in any of the following circumstances:

If you have more than one active Account at Red Star;

If the name on your Red Star Account registration does not match the name on the credit card(s) or other payment accounts used to make purchases at Red Star;

If you participate in a Red Star promotion and withdraw before fulfilling the requirements of that particular promotion;

If you provide incorrect or misleading registration information;

If you are not of legal age;

If you connect from a jurisdiction where participation in the Games is prohibited by law;

If you have "charged back" or denied any of the purchases or deposits that you made to your Account;

If you are found cheating or attempting to cheat, or if it is determined by Company that you have employed or made use of a system (including machines, computers, software or other automated systems) designed specifically to defeat the system or you are found to have colluded or attempted to collude with other players of Red Star in order to defraud the Company; "Wonging" and Hi-Lo Card Counting technique (or combination of both) is strictly prohibited in table casino games. In case player will be caught in this kind of activity his account will be blocked and all winnings will be nullified. Casino administration and providers are performing special integrity check and prepape a report confirming this kind of activity.

If you have allowed or permitted (intentionally or unintentionally) someone else to use your Account;

If you fail to comply with any of the terms and conditions set forth in this Agreement; OR

If Company should become aware that you have played at any other online gaming site under any of the circumstances set out above.

And 22. Disclosure of Fraudulent Activities.

If, in Company’s sole determination, you are found to have cheated or attempted to defraud the Games, Red Star or Company in any way including but not limited to game manipulation or payment fraud, or if you make untrue and/or malicious comments with regard to Company’s operation in any media or forum, Company reserves the right to publicize your actions together with your identity and e-mail address, as well as to circulate this information to other online gaming sites, banks, credit card companies, and appropriate agencies. Further, Company may close any Accounts, and forfeit Account balances, that you have at Red Star or at any other Company website, casino and/or business.

Unfortunately, we disagree with the casino's decision and consider it to be against our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#betting-patterns). The complaint will become unresolved and will affect the casino's overall rating.