21Red Casino - El retiro del jugador se retrasa y las ganancias se retienen.

Hello dear Guru Team, I'm having a problem with my withdrawal. I won €13,000 at Casino 21.Red and requested a withdrawal of €1,000 (unfortunately, that's the maximum). My account is verified. My withdrawal was canceled on the grounds that I violated the terms and conditions. The entire amount of €13,000 was wrongly withheld. After more than 10 days of correspondence with support, I have filed a complaint with the Malta Gaming Authority.

On January 13, 2026, I won €12,037.50 playing Sugar Rush. I continued playing and stopped when I reached €13,000.

On January 14, 2026, I requested a payment of €1,000 (the maximum permissible amount).

On January 19, 2026, the casino accused me of violating their terms and conditions, which is not true.

On January 20, 2026, I received an email from the casino stating that my withdrawal had been successfully processed. This is contradictory, because on January 19, 2026, the casino canceled the confirmed withdrawal of €1,000 and my remaining balance of €12,000, reducing my balance to €0.

Up until that point, there had never been any problems with withdrawals.

After checking my bank account, I discovered that the casino refused to process my withdrawal even though my profit/loss balance was almost zero. Now that I would have walked away with a profit, they're accusing me of violating their terms and conditions.

Please help me find an out-of-court settlement. I have not violated a single point in the terms and conditions.

Hallo Liebes Guru Team, ich habe Problem mit der Auszahlung, ich habe beim Casino 21.Red 13.000,- Euro gewonnen und habe eine Auszahlung von 1.000,- beantragt (mehr geht leider nicht) mein Konto ist vertifiziert. Meine Auszahlung wurde storniert mit der Begründung das ich gegen die AGB‘s verstoßen habe. Der Gesamtbetrag von 13.000,- Euro wurde mir zu Unrecht entzogen. Nach über 10 Tagen Korrespondenz mit dem Support habe ich eine Beschwerde bei der Lizenzbehörde Malta eingereicht.

Am 13. Januar 2026 habe ich beim Sugar Rush 12.037,50 € gewonnen. Ich spielte weiter und hörte auf, als ich 13.000 € erreichte.

Am 14. Januar 2026 beantragte ich eine Auszahlung von 1.000 € (der maximal zulässige Betrag).

Am 19. Januar 2026 beschuldigte mich das Casino, gegen ihre Geschäftsbedingungen verstoßen zu haben, was nicht stimmt.

Am 20. Januar 2026 erhielt ich eine E-Mail vom Casino, in der stand, dass meine Auszahlung erfolgreich verarbeitet wurde. Dies ist wider-sprüchlich, denn am 19. Januar 2026 stornierte das Casino die bestätigte Abhebung von 1.000 € und meinen Restbetrag von 12.000 €, wodurch mein Guthaben auf 0 € reduziert wurde.

Bis zu diesem Zeitpunkt gab es nie Probleme mit Abhebungen.

Nachdem ich mein Bankkonto überprüft hatte, stellte ich fest, dass das Casino sich weigerte, meine Auszahlung zu bearbeiten, nachdem ich +/- Gewinne/Verluste bei fast Null war. Jetzt wo ich mit plus aussteigen würde, haben sie mir vorgeworfen gegen die AGB‘s verstoßen zu haben.

Bitte helfen Sie mir, eine außergerichtliche Lösung zu finden. Ich habe keinen einzigen Punkt in den Allgemeinen Geschäftsbedingungen verletzt.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear A_Aksoy,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please confirm whether you currently still have access to your account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Yes, I have access to my account. I earned my winnings WITHOUT a bonus.

Of course, I can email you the correspondence with the casino.

Evidence photos are attached.

Hallo Attila,

ja ich hab Zugriff auf mein Konto. Ich habe meine Gewinne OHNE Bonus erzielt.

Natürlich kann ich ihnen die Korrespondenz mit dem Casino mailen.

im Anhang noch Beweisfotos

Dear A_Aksoy, thank you for your response. Is there any chance that someone from your household or using the same IP also created an account at this casino? Additionally, could you please attach a screenshot of your bonus history from your casino account?

Thank you for your patience and cooperation.

Is it possible that someone from your household or with the same IP address has also created an account at this casino? NO, 100% not. I live alone, play on my phone, and don't have any other device like a PC or laptop.

Bonus history: I didn't activate a single bonus in 2026. That was the last bonus.

Besteht die Möglichkeit, dass jemand aus Ihrem Haushalt oder mit derselben IP-Adresse ebenfalls ein Konto in diesem Casino erstellt hat? NEIN zu 100% nicht, bin alleine im Haushalt, Spiele auf meinem Handy hab sonst auch kein anderes Gerät wie PC, Laptop? Etc.

Bonushistorie, 2026 hab ich keinen einzigen Bonus aktiviert. Das war der letzte Bonus

Dear A_Aksoy,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello there,

Thank you A_Aksoy for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 21Red Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear A_Aksoy,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded, if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of 21Red Casino. We received the following message:

Dear all,

We would like to inform you that following a detailed review of the user’s A_Aksoy gameplay during the withdrawal process, we concluded that the player violated our Terms and Conditions, specifically clause 12.10, which states:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

As the player utilized proxy IPs while playing in our casino, they breached clause i) of the above T&C's. Consequently, we proceeded with the deduction of her winnings.

Should you require further clarification, please do not hesitate to contact us.

Best regards,

The 21Red Casino Team

Thank you for the update 21Red Casino representative. Would it be possible to provide me with evidence of the player's violations? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!