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The Red Stag Casino took 160 euros of winnings from me and blocked my account despite the fact that I have been with this casino for a long time and I have made several deposits. the account was blocked when I won 160 euros and I requested payment, the verification process normally went well and the support told me that my ID was verified but they surprised me afterwards with a message closing my account without any explanation or reason, it's very clear that they are scammers and that all they did was to not pay me my winnings of 160 euros.

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Dear amidad014,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Red Stag Casino. I'm afraid I will need more information regarding your problem. Could you please elaborate?

Was the account closed after playing with a bonus?

Have you made any withdrawals in this casino before?

Thank you in advance for your reply.

Best regards,

Attila G.

Hi Dear Attila and thank you for your quick reply and help,

1/Was the account closed after playing with a bonus?

Yes after that i have used a free spins bonus, finishing the wager and request withdrawal of my winning i have asked live support about what i have to do they told me pass the KYC, i have do and ask them again by live chat they told me my ID was accepted and that i have just to waite the official reply from the KYC departement.

2/Have you made any withdrawals in this casino before?

No i didn't request any withdrawal before from this casino (Red Stag Casino)but i have do from his sister casino (Miami Club Casino) that also have do the same thing with me but after submit complaints against it they was paid me.

Dear amidad014, thank you for your response. Could you please forward your communication with the casino in relation to this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

Ok I will send to this email attila.g@casino.guru the screenshots. Thanks for your precious help

Dear amidad014,

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, Barbora (barbora.p@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 G.

Thank you very much guys, i really appreciate your efforts too and i hope hear good news soon about my case because i have made deposits and i'm with this casino from his beginning and now when i get some winning you see what they have do to not pay me. Casinos must have some Fairplay, we all know that casinos never lose always take more than 90% of players money and when some players get some luck and winning they have to pay them, Their greed should not be to the point of taking 100% of players deposits and money or/and creating fabricated obstacles and flimsy excuses to not give players their winning.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Red Stag Casino representative to join this conversation.

Dear Red Stag Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello amidad014,

We are sorry to hear about your experience and know how upsetting this must be.

in October 2025 when you submitted your withdrawal request, we requested documents for account verification purposes as per our standard T&C.

The documents submitted did not pass our security filters, this is why your account got closed.

In case there was any miscomminucation, we apologize - our Customer Support team is not taking care of document verification and I can see that they advised you to wait for official confirmation from our Security team.

We apologize for the frustration caused and thank you for your understanding.

Best regards,

Red Stag Casino

This not true, I have uploaded all requested documents with a good quality resolution and up to dates then i asked the support in live chat , they have told me that my ID is approved and i have just waite the email confirmation from the "security team". What security filter that after that my ID was been approved? This is a flimsy elastic and malicious reason or excuse that some casinos take it to avoid winning of players and close their accounts.

I experienced this exact same problem with Their sister casino Miami Club casino, which is also owned by the same company. They reviewed my case and successfully resolved the issue. Since the circumstances are identical, I expect the same level of service and a similar resolution here. I look forward to your prompt update.

They can close my account if they don't want me as player with them but they have to pay me first, this is more logique, acceptable and FAIRLY.

Dear Red Stag Casino,

Thank you for your explanation.

The player states that customer support informed him his documents were accepted and advised him to wait for confirmation from the Security team. While we understand that support does not handle verification, this communication reasonably led the player to believe the process was progressing normally.

To move forward, please clarify:

• Which specific document failed your security checks and for what reason?
• Which exact clause of your Terms and Conditions justifies the forfeiture of €160?
• Why was the player not given an opportunity to resubmit or provide alternative documents?
• Whether the documents can be reviewed again or whether the decision is final.

If preferred, you may also provide relevant details or supporting information directly via email at barbora.p@casino.guru.

We look forward to your response so we can properly assess the fairness of this case.

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.

Hi Barbora,

We have sent you an email regarding the case.

Please, let us know if anything else is needed.

Best regards,

Red Stag Casino

Dear Casino Team,

Thank you for the update and cooperation. I confirm that I have already sent you a follow-up email regarding this case and am awaiting your response.

Hi Barbora,

Confirming here as well, that we´ve received your email and will reply soon with the requested information.

Thank you for your patience in the meantime.

Best regards,

Red Stag Casino

Dear Red Stag Casino Team,

Thank you for your email and for providing the detailed explanation regarding this case. We confirm receipt of the information and will review it as part of our assessment.

We will update the complaint accordingly once the review is completed.

Dear amidad014,

Thank you for your patience. We have received further information from the casino regarding your case.

To better understand the situation and fairly assess the claims raised, we kindly ask you to forward the same documents you previously submitted to Red Stag Casino (your ID document and proof of address) to my email address at barbora.p@casino.guru.

Please note that this request is made solely for review purposes, in order to compare both parties’ statements, and does not replace the casino’s internal verification process.

Once received, we will review the materials and proceed accordingly.

Thank you for your cooperation.

Dear amidad014,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Barbora
Casino.Guru