Complaint #30 Red Stag Casino

Request to Self exclude Ignored Repeatedly

By MLyons127

3 years ago

Hello,

I have begged this casino for self-exclusion repeatedly since January 11, 20223. Four months later and they have yet to honor my request. Instead, I receive daily emails and bonus offers ranging from $100 - $1000. I have asked that they not send these offers, as I have a real problem and each time, they simply send more offers and bonuses. VIP Host, Max communicates with me most often. I will send emails, screenshots, and anything additional you may need. Please help. This is the 2nd time I have submitted this complaint. I see no way of uploading my emails & screenshots, and no instruction on how to do so. I will send them to customer support and reference the complaint. If that is not the proper way to send this information, please let me know and put the instructions in a more visible location on your website.

Thanks,

< full name removed >

Disputed Casino Red Stag Casino

Reason Other

Amount $8400

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

MLyons127

3 years ago

My issue has been resolved. Red Stag has returned the $8400 spent since requesting self exclusion. Thank you so much for all of your assistance!

AskGamblers

• Support Team

3 years ago

Dear @MLyons127,

We are happy to hear that the payout has been received, however The AskGamblers Complaint Team is kindly asking you to clarify the total amount of the received payment/s, before we proceed with the closure of the complaint.

Please be reminded that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, we count on your assistance and cooperation during the process.

Thanks in advance for your cooperation.

Red Stag Casino

• Representative

3 years ago

Hi there,

It is our top priority to ensure that all our customers are satisfied with their experience at our online casino. We are committed to resolving this matter in a prompt and professional manner so that all parties involved are happy with the outcome.

Please let us know if there is anything else we can do to assist you.

Red Stag Casino Complaint Stats

Resolved 6 / 9

Avg. Amount $2,821

Avg. Complaint Duration 14 days

Avg. Response Time 3 days

Red Stag Casino Complaints

See all complaints for this casino

Withdrawal and account problem

I won with free money and succeed wagering requirments and sended all documents they asked. So I made 160€ withdrawal what was max with free money.

I also asked fron chat that everything was fine and withdrawal is coming. Just need to wait 48h. I have screenshots from those livechats.

Today I couldnt log in anymore my account and now they told me I didnt pass security check. And cant reopen account.

just looks to me that they dont want to pay me because I used free money to win fair.

Resolved

€160

Red Stag Casino- Casino not verify my selfie

My selfie is visible clearly but they asking again and again new photo, I'm attached my selfie in this complaint, you can see that my selfie is visible cleary.

I'm send many times but they not helping.

This casino is deliberately stalling account verification to delay withdrawal payments.

They requested a photo of drivers license front/back as well as a selfie of me holding the license and also a utility bill to confirm address.

First they said my utility bill didn't show my name and address, which it very clearly did, then they said they selfie wasn't high enough resolution, which it is (full resolution iphone photo), nonetheless I sent them the original high quality image, now they are complaining that I am covering the edges of the card with my fingers: I would like to see someone hold a card and cover less of it with their fingers than I am here, I have attached a censored version of the selfie where you can clearly see I am covering virtually nothing of the card beyond what is required to actually hold the card, no information, barely even an edge (I'm not sure if the image uploader worked).

Very dodgy tactics by this casino and I would expect most people would've given up and lost their money in frustration by now.

Unresolved

$7,775

3 weeks and still not paid at Red Stag

I received a no deposit at RED STAG casino and I made it through the play through requirements and I hit the max cash out amount. I put in a withdrawal request and sent in the documents.

The first time they claimed the photos were cropped or edited... Defiantly not the case. I sent them in 2 more times. I was careful after the first time to make sure everything in the photos was clear and all edges of documents were in the shot. I did this two more times. They keep telling me the same thing. Then they tell me they cant find the resubmission emails.

Then they say they found them, then they cant locate them... 3 WEEKS! It's obvious that they do this to people so they just gamble away their winnings.

Did I mention I had been waiting 3 weeks!? Nothing wrong with first set of documents i sent in.. but I sent them 3 more times! the last time i spent around 2 hours taking shots so the documents were crystal clear and basically perfect. What a horrible thing to do to someone!

Resolved

Requested life ban not honored

I requested a life ban of my account but they still emailed me sucking me back in to spend more To reactivate my account after I stated on chat I had a gambling issue it took a lot just to close it in the first place I have screen shots of them apologising but stating they can not reverse pending charges they emailed me at least three times a week it was very overwhelming

Unresolved

$7,694

Withdrawal of $2,500 refused, won't say why

< personal information removed >

I recently placed a complaint with you against Red Stag Casino and you said not enough information!

I played the slot machines with red stag casino online, I won, I lost, played for a few days from the 15th september to the 19th september, on the 18th september i won $8000, i tried to withdraw $2500 on the 19th September, I spoke to a person online he said yes you will be paid, they took $2500 off my balance and said it would take 3 days to process, the following day i tried to log in but my account had been closed, i then spoke to a guy online who said i would not be getting paid and i was no longer welcome at that casino, I emailed them 3 times but they would not reply. They then refunded the money i had originally deposited.

I am a 59 year old grandmother, i played them fair and square and actually lost the day before i won so i didnt have any type of system it was pure luck that i won. Can you please help me.

Resolved

$2,500

Refusing to payout my winnings or refund deposit

I deposited $200.00 AUD at Red Stag Casino, and won $1904.00 AUD. I requested a withdrawal and after many days waiting and many attempts at getting contact with the casino I was informed that my withdrawal request was declined because my details were listed on a negative member database worldwide.
There is no way that my details are on said database so i would like my cashout to be performed or a refund provided.

Resolved

$200

Delayed payout of $1600, poor support

Like the other complaint, red stag is delaying paymentof winnings. Withdrawal posted on 12 12. On 12 15 withdrawal was removed from pending. When I spoke with chat they claimed I didn have a pending withdrawal or processed withdrawal. After providing screenshots and stating the validity of claim the chat person said, oh yes it's processing but blockchain is overloaded so taking longer than normal time to process. The next day I reached out to chat and support. I was again confronted with the fact that there was no pending withdrawal or processed one since October. Again, showed proof and they then found it and stated blockchain was clogged and nothing they could do. The next day I spoke with chat again and this time the person tells me I had redeposited all my winnings. After, back and forth I was told same b's excuse. Then I finally received a response by email from support and also from cashier. One stated it was blockchain problem and out of their hands and other stated it was a problem with their processing. Neither gave any time frame for resolution. Emailed again today and have gotten no reply from them. There was several other conversations with chat service where they made false statements and even tried to have me redeposit 1600 because was in two withdrawals and withdrawal one lump sum to fix an error I was encountering when trying to make an additional withdrawal. They are either attempting to use stall tactics or flat out don't plan to pay . Was going to wait to post this but after checking here to see if just me I saw the most recent complaint and since they are feeding me the same false info I thought others may want to know before depositing here. Oh and fyi, blockchain being clogged will leave a transaction possibly pending longer than expected but the transaction is visible on blockchain, just doesn't confirm transaction for longer than normal. But there are no transactions visible to my wallet. And since been days I'm positive this is not the case. Their silence in the matter speaks VOLUMES!