Unfair winning confiscation and account closure

Hello.

I've been playing at Red Star Casino for a bit, and everything was fine until now.

Made a lot of deposits and a lot of withdrawals in the past, but now my withdrawal has been stuck for almost 2 weeks.

I got an email confirming that my withdrawal is under review, but they said it could take up to max 24 hours. That was on March 28th, and there's been no progress since then.

The support team hasn't been helpful either, and I couldn't find anything in their Terms and Conditions to explain this delay.

Could you please help me?

Thank you.

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
Mikhail

Hello! I got some weird situation with restar casino. I registered there made deposit of 1000 russian rubles and took bonus of 100%,so received 1000 on top of deposit. I got very lucky on slot 300 shields and won 39385.25 RUB.http://www.askgamblers.com/uploads/complaint-proof/png-10-57c5bda07528f73e598b45c4.png I am a new player i never had big winings like that,i was very happy. After i though what maybe i can cancel bonus and take part of my winings,so i contacted support to ask more about that. Here is original screens,all conversation is on russian,after gonna be a translation. http://www.askgamblers.com/uploads/complaint-proof/1png-57c5bdcd7528f7cf5e8b45c0.png http://www.askgamblers.com/uploads/complaint-proof/2-upload-75-57c5bdda7528f7f8588b467e.png http://www.askgamblers.com/uploads/complaint-proof/3-upload-58-57c5bde77528f735578b45fc.png So here is translation: Azat: How i can cancel my bonus? If its not wagered yet ----------- Welcome to the RSP casino! Wait please for operator.. ----------- ----------- Operator 3 is available. Curently on the room: Operator 3, Azat. ----------- Operator 3: Hello! Can i please have your login? Azat: azaaza99 Operator 3: You want to cancel your bonus? Azat: Yes Azat: And how much i will loose from my balance? Operator 3: Your bonus have been successfully canceled. Please refresh the page for information update. Azat: How much rubles i will loose? Azat: I cant access my account Operator 3: On your balance 0,available bonuses 0 Operator 3: Please try to login from another browser Azat: i cant login from another browsers as well Operator 3: please try this link : https://www.redstarcasino01.eu Azat: alright it works Azat: and where is my money? Operator 3: We canceled only bonus Azat: So how much rubles you cancelled? Operator 3: Bonus Azat: I have 0 rubles on my balance Azat: it should be like that? Azat: hello? why i have 0 on my balance? Azat: Im sorry,are you here? Operator 3: In case, if untill the wagering requirements player requesting withdraw or transfer of funds(transfer for sports betting as well), all funds on bonus account and received on wagering process gonna be canceled and wegering of bonus gonna be stopped. Operator 3: We canceled your bonus Azat: But i asked you how much money i gonna loose,and you cancelled it without answer to my question Operator 3: First we asked you if you wanna cancel your bonus,and after was your question. Operator 3: We gonna send our conversation for our support team. You will receive email in 12 hours. Azat: Well its late now, and i think we had a miss comunication,please give me back my balance and i gonna keep wagering my bonus. Operator 3: We gonna send our conversation for our support team,sadly we cant make now how it was before. Operator 3: Please wait for our answer on email Operator 3: Bye! And have a great day! ------- operator 3 left the conversation ------- After i received e-mail from redstar: http://www.askgamblers.com/uploads/complaint-proof/wwww-57c5be2d7528f74a578b46f7.png Translation: Hello! You asked us on chat to cancel your bonus,we did it. If you cancel bonus, all funds on bonus account are cancelled as well. We cant give you back your bonus money. But we gonna make you a gift and you will receive bonus 6000 with wagger requirement 240000 rub(x40) Translation: Hello! You asked us on chat to cancel your bonus,we did it. If you cancel bonus, all funds on bonus account are cancelled as well. We cant give you back your bonus money. But we gonna make you a gift and you will receive bonus 6000 with wagger requirement 240000 rub(x40) So how you can see on the chat converstation, dear operator 3 instead to answer to my question was hurry up to cancel my bonus. He just gave up on me,this situation is insane! I totally got scamed cause mistake of operator. As you can see on screen with winnings i had on balance 40211 rub and 32445 left to wagger! So it means what i had 8000 clear winnings and 32445 with wagger x1. And what they gave me? Bonus 6000 with wagger x40? what is less 5% chances to make wagger of it. i hope i can find the truth here! Please help me,thanks!