Ag Awards

Red Star Casino - Applying bonus terms even though bonus has been lost

Complaint Info
Disputed casino Red Star Casino
Reason Bonus terms violation
Amount € 1636
Posted on October 17, 2018

Dear Ask Gamblers team
I registered and made 2 deposits to Redstar casino, during the first one I claimed bonus and lost both deposit and bonus. There were 10 eurocents left on my account. After that I made my second deposit I decided to not claim bonus and play using only real funds. I won 1636 euros and they were confiscated by the casino for breaking the bonus rule of 5 euros max. bet. To clarify, my bets did not exceed 5 euros when I was playing with bonus money during my first deposit, they did, however exceed 5 euros when I was playing with real funds. Therefore, I believe that this misunderstanding might be caused by 10 eurocents that I had left before making my second deposit, and the system somehow recognised that I was still using bonus money. Although it might be misunderstanding, casino decided to confiscate my winnings and even to block my account. I sincrely ask for your assistance with this issue.
Sincerely yours

Posted on October 18, 2018

Dear player,

Your account has been refunded with the winning. Please request the withdrawal. After we process your withdrawal, your account in our casino will be closed.

Best Regards,
Red Star Team

Posted on October 19, 2018

Dear ask gamblers team
I would like to sincerely express you my grattitude.
Thank you for your support!
Sincerely yours

Posted on October 20, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy