Red Star Casino Support and Complaints Thread

Hello everyone,

I am Nina, manager of Red Star Casino.  

I'm here if you have any questions or need any help at Red Star - feel free to contact me about that. Also, I would appreciate any feedback, we do care about your opinion and value players' feedback, and I hope you will enjoy your time at our casino.

Cheers,
Nina

Welcome on board Nina

Welcome, Nina! 

We are happy you have joined our forum! 

Hi, Nina!

Welcome to LCB forum. Hope you'll have a great time with us! 

Hello Nina and welcome on board!  

Hi Nina,

It's nice to have you here! :)

recently I am a client of red star, very fast verification and retirement, very happy for the moment

Hello nina. your casino has banning me for multi accounting which im not and i have all the documents to proof. When i try to reach security departments they  just dont answer me. the only email i got from them was like "you are multi accounting. you re account is closed and the decision is final". And im suposed to stand here and say goodbye to all the money i had in my account knowing i have no more accounts in redstar? can you please help me? my ID on redstar casino is "achiga". The security department just doesnt answer me. They dont even give me the chance to prove myself. Of course this only happened the moment ive asked for a withdrawl. Never when i was making the deposits... 

Sorry to hear that. We're going to notify the casino rep. Keep you posted. 

Hello. The thing is you used exactly the same Skrill which was previously used for another 4 (four) previously closed accounts. Regards, Nina RedStar

Yes me and my husband use the same skrill account. But we have never had problems with that in any other poker site. The site's terms and conditions dont mention anything about that being forbidden. Is it? 

Hi Achiga

The key word the rep was mentioning : "You used exactly the same Skrill which was previously used for another 4 (four) previously closed accounts" - basically accusing you from creating multiple account and those said accounts was closed and you open another one.

I am sure the casino will need to provide evidence to the LCB mods to verify and then a decision is made from their whether you guilty or not.

It was fifth account that was trying to use the same Skrill

Red Star Casino terms

(17. Forfeiture, Account Closure and Confiscation)

Please let us know how to provide you with the evidences. Thanks

I only created 1 single account in their site. Im sure no one in the world, not even the people who live with me, have access to my documents to validate an account under my name. Of course anyone can use my name but thats not my problem if the site accepts players without validation. 

@MelissaN

On top of that, how can you accept my many, many deposits (with the same skrill account) without any complaint and just block me (and keep my money) the moment i try to withdraw some money? Funny huh? 

Nina is going to provide us with the evidence of multiple accounts. We will let you know as soon as we hear from her. 

Thanks for your attention. Any evidence they might provide is pure speculation. Please let me know so i can proof otherwise

Dear achiga,

Nina showed us the evidence that you created multiple accounts at their casino. With that said, you broke casino T&C. Creating multiple accounts is strictly forbidden at any casino. There's nothing further we can do for you. 

But thats the thing... I did not. Someone whithin my household might have but not me... Theres nothing in the T&C that mention we cant play if someone in your house (where 10 more people live) created multiple accounts. The thing is she cant proof it was me. No other account could possibly be validated under my name and citizen s ID... If they dont want me to play there that's fine by me. But why dont they give me my money? I made multiple deposits and they only blocked the account the moment ive tried to withdraw. The money its mine i didnt steal it... They re stealing it.... 

Well let's be honest whether it was someone in your household or not they also have terms that state which is general accross all casinos 

Only once account per IP and House Hold.

So there is nothing that can be done. 

We asked them to give you back your deposits. Let's see what they are going to say. 

Thank you very much

The issue here is that some areas in the world share same IP over multiple household and appartments etc. There are areas where hundreds+ people all share the same IP. There are the vpn's some have all the data go through the same IP address that make them run incognito but under the same IP, everyone using that vpn so if different people from different places in the world use that vpn they will all have the same IP etc. This whole thing is a complete scam. Casinos should have an option for the player to verify if another account is created with same IP. Everytime you register/log in have the option to click and verify IP to be sure. Casinos avoid players knowing that information so they can keep scamming people all over the place.

On top it means that if they can prove all this, then they can also prove who you are, that your deposit methods are yours, they know all this so it means all the verification procedures and the rest are all pure bullshit made to fraud players. One way or another the casinos are scamming players.

Do you have any reply from them regarding the money on my account? 

The casino rep should post their decision here. 

Hello there. The player above created five accounts during the last two years which is easily tracked using the same Skrill account. Skrill account belongs to his very first account which was created and closed in 2017. He took poker and casino bonuses for all five accounts. 

We must verify player accounts only after their deposits reach 2000 EUR/USD. Before this limit has been reached, verification and security check is made selectively. Before this last account was checked and Skrill connection was detected both deposits and withdrawals proceed normally.

There's nothing further we can do and this is our final decision.

So you assume someone is creating multiple accounts because they use the same skrill account? Where does it say it is forbidden? And its just stupid for you to try to say i created multiple accounts because of the bonus because i didn't even accept your casino bonus after my first deposit. I played with my own money. As i said before i used my husband's skrill account because we both have money there and its the only one we have with a mastercard. So all of your evidence is pure speculation and a nice way to steal money from players. I didnt do anything to break your t&c's and the fact you mention and lied about the bonus is the proof.  If you weren't acting in bad faith you should have no problem giving me the money in my account and then if you really dont want me to play there ok, close my account... 

made a deposit international ky Bitcoin..once they credited it it was 51 seconded before midnight on a Friday night on their end but past that time on my end and they refuse to credit me the weekend reload bonus be wise if 51 seconds descrepency.between being a Friday and a saturday.its such an irrelevant issue but they refuse as they have hundreds before.my brother spend half a million rand in one Saturday afternoon at this casino and they refused him a bonus afterwards can u imagine the disgusting manners this displays.anyway they list his business, and two other accounts as a result of this poor sad attitude.as they will lose mine too as a result of not having any common sense or business understanding.its impossible to contact management to show them what idiots represent them because the screen all emails.its deplorable and insulting it's bolloidy offensive too.my a count is MARCYMARC .if there is even a rep here I implore you to rectify this

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redstar really are pathetic,this is not the first time but more like the 100th time I've had hassles from the supporting staff they are by far the worst agents on any casino online anywhere.they are so pathetic like like children and they are rude unhelpful and should not have this job.its obvious they own some share in this casino because what fool would hire morons like this to represent their business.this is such a pathetic issue I'm embarrassed to even post but I want ppl to see the idiocracy employed here.i made a deposit internationally Bitcoin..once they credited it it was 51 seconded before midnight on a Friday night on their end but past that time on my end and they refuse to credit me the weekend reload bonus be wise if 51 seconds descrepency.between being a Friday and a saturday.its such an irrelevant issue but they refuse as they have hundreds before.my brother spend half a million rand in one Saturday afternoon at this casino and they refused him a bonus afterwards can u imagine the disgusting manners this displays.anyway they list his business, and two other accounts as a result of this poor sad attitude.as they will lose mine too as a result of not having any common sense or business understanding.its impossible to contact management to show them what idiots represent them because the screen all emails.its deplorable and insulting it's bolloidy offensive too.my a count is MARCYMARC .if there is even a rep here I implore you to rectify this

Sorry to hear about your experience, ghostpop. The casino rep hs been notified. Keep an eye on this topic. 

thanks Melissa for posting this here I'm not familiar with the forum but I don't think the rep is even around as I've heard nothing from her,and I know ppl - family and friends who have had no  joy from her either in earlier times with disputes.Basically I made a bitcoin deposit early Saturday morning calculating the time zone difference so that the transaction would fall on Saturday at their end so as to qualify for a match bonus sat and suns only.well suffice to say that it was 51 seconds early and they classified it as a friday deposit.. now there have been hundreds of incidences with this casino relative to this kind of thing...ie bitcoin deposits are always much more short when credited here than other places they take massive chunks and then you fall short of the minimum requirement for bonuses etc same with time  difference no matter when it clears the blockchain it's added whenever they want but that's not this issue today ..today it's about 51 seconds in international time difference via bitcoin deposit....the deplorable and disgusting attitude and temperament these people have when it's time to deny your bonus etc is the worst I've ever witnessed anywhere ever in all my life.they are rude.ignorant.offensive insulting .they mock u and are completely unhelpful unaccommodating unfriendly.they are bad mannered and unprofessional and  how anyone can have this mob representing thier casino can only be the same and I assume so because they don't reply either tob emails.sercurity and management simply don't reply or probably don't receive in the first place ....my brother lost half a million rand  which is about 30K euros in one Saturday afternoon....theses people refused him a bonus afterwards not even a 10% cashback which they have but on a monday.only...instead were rude and unfriendly to him....he could have bought a house with that money and they mocked him and basically told him to runm along which he did and wisely so....others have left as a result but they don't care and what I can't fathom is the tens of thousands of euros in future business they throw away and lose forever  because of their attitude and unwillingness  to bend any written line no matter how small to accommodate big spenders.and are more than happy to see you go ....like children who don't understand things I know casino s make millions but who wants to throw that kind of money away.....anyway I will have to remove my business too and I hope to reach somebody  with this  because it's a lot different experience ng it than reading it on a forum the point is you just don't treat pppl this way especially when I taking their money ......I'll just post my last chat with them just do you can see how a moron could do better.....ps this is my brothers LCB account my REDSTAR CASINO ACCOUNT IS     "MARCYMARthank you

here is the last this morning with Zelder.

equally as bad is Mark Lisa  and Irina

Chat Transcript with marc harris harris (marcymarc)
Chat started on 13 Sep 2020, 07:19 AM (GMT+0)
(07:19:45) *** marc harris harris (marcymarc) joined the chat ***
(07:19:45) marc harris harris (marcymarc): can I have the mission reload for my last deposit please.and I've written to everybody.msnager security support and Nina at LCB...so please credit it and please do not be so rude as to switch off my live chat agsin
(07:20:21) *** Zelder joined the chat ***
(07:21:14) marc harris harris (marcymarc): 12.14 ero
(07:21:29) Zelder: Hello No Mission reload bonus can be claimed only for a deposit on weekends, your deposit was 11 September (Friday). September 12 and 13 $10 (10€/700₽/60¥/₴300) SEPTEMBER2 https://www.redstarcasino.eu/promotions/reload
(07:22:45) marc harris harris (marcymarc): look that's a time difference and we talking less than one minute what is wrong with you ppl it's international and it's less than 60 seconds so can't overlook 51 seconds really I mean my God can't u make an exception for 51 seconds difference
(07:23:09) marc harris harris (marcymarc): why is always z battle to get a bonus but I don't compliant stcsl the deposits
(07:23:21) marc harris harris (marcymarc): deposits ok but bonus no way
(07:23:38) marc harris harris (marcymarc): we talking one minute zelder does it really make s difference
(07:24:08) marc harris harris (marcymarc): honestly what difference does it make cos it's one minute early than 12 midnight so shat
(07:24:18) marc harris harris (marcymarc): come on man be Fair
(07:24:55) Zelder: Do you have other questions to us?
(07:25:11) marc harris harris (marcymarc): yes will I credit it please
(07:25:30) Zelder: No
(07:26:02) marc harris harris (marcymarc): thank you
(07:26:34) marc harris harris (marcymarc): very kind very helpful very friendly very accommodating and such a good attitude and good manners
(07:26:44) marc harris harris (marcymarc): thank you very much kind sir
(07:26:52) Zelder: You are welcome.
(07:26:57) Zelder: Please contact us if you will have any questions. Good bye!
(07:31:03) *** Zelder left the chat ***
(07:33:46) *** marc harris harris (marcymarc) left the chat

attached bitcoin transactions showing times

Thanks for sharing this, ghostpop.

The casino rep has already been notified. Keep you posted. 

many thanks

ohio forgot yo mention that simply cos I ask for the  bonus and they refuse it point blank .......they disabled my chat....childish and spiteful really.anyway...tx again.

well I changed browsers and got live chat Mark this time.... everything else went unchanged and the they refuse to budge  he did confirm his decision to toss a player away rather than accommodate some very insignificant issues  and overlooksble  irrelevancies . here's a chat script

Chat Transcript with marc harris harris (marcymarc)
Chat started on 13 Sep 2020, 04:03 PM (GMT+0)
(04:03:49) *** marc harris harris (marcymarc) joined the chat ***
(04:03:49) marc harris harris (marcymarc): hello I'm respectfully and polite asking again if I can get mission reload for my last deposit on sat morning 12.14 euros pls
(04:03:54) *** Mark joined the chat ***
(04:04:00) Mark: Hello!
(04:04:20) marc harris harris (marcymarc): hello
(04:05:06) Mark: Few minutes, please.
(04:05:15) marc harris harris (marcymarc): sure np
(04:07:51) Mark: Mission reload bonus can be claimed only for a deposit on weekends, your deposit was 11 September (Friday). September 12 and 13 $10 (10€/700₽/60¥/₴300) SEPTEMBER2 https://www.redstarcasino.eu/promotions/reload
(04:09:27) marc harris harris (marcymarc): it was midnight and was part midnight on my end but I see u staying with that story not will ing to over look 52 seconds difference am I correct
(04:09:53) marc harris harris (marcymarc): so less than a minute you causing much grief for me me for nonreason
(04:10:14) marc harris harris (marcymarc): and I will lose all future deposits just confirm that s what I want
(04:10:37) marc harris harris (marcymarc): instead of giving a bonus ubtatjer loseca lpayer am I correct
(04:10:50) marc harris harris (marcymarc): please confirm this as you are doing it
(04:11:39) marc harris harris (marcymarc): very small time difference I make a big problem...so just want it confirmed from unthats what I would like
(04:18:42) marc harris harris (marcymarc): so confirming that all this fuss and bad business relatipns was for 12 euros bonus and 51 seconds time difference....you can confirm all is correct by saying yes.thank you
(04:32:34) marc harris harris (marcymarc): please confirm you decisions above by just saying yes then I will go.pkease if you would.thank you
(04:41:41) *** marc harris harris (marcymarc) left

I tried once more .......moronic...no other word for it.Im filled with regret I ever shared a single hard earned penny with this bunch...I'll regret it as long as I live or till they bankrupt..whichever comes first...what a sad state of online industry...

Chat started on 13 Sep 2020, 07:32 PM (GMT+0)
(07:32:11) *** marc harris harris (marcymarc) joined the chat ***
(07:32:11) marc harris harris (marcymarc): I'd like to try request again the mission reload please for my last deposit this weekend.
(07:32:15) *** Mark joined the chat ***
(07:32:26) Mark: Hello!
(07:32:34) marc harris harris (marcymarc): hello mark
(07:33:41) Mark: You should deposit up to 50$ then write to us https://www.redstarcasino.eu/promotions/reload Deposit money and receive 100% bonus up to $50 (€50/4000₽/₴1500/¥350) every Saturday or Sunday
(07:34:24) marc harris harris (marcymarc): yes I e done almost 100 times just this weekend alone nearly 100 times
(07:34:33) marc harris harris (marcymarc): I still have o bonus
(07:34:56) marc harris harris (marcymarc): and I've lost many deposit the summer weekend this time number 99
(07:35:09) marc harris harris (marcymarc): hoping it'll get the bonus this time
(07:35:18) Mark: Mission reload bonus can be claimed only for a deposit on weekends, your deposit was 11 September (Friday). September 12 and 13 $10 (10€/700₽/60¥/₴300) SEPTEMBER2 https://www.redstarcasino.eu/promotions/reload
(07:35:24) marc harris harris (marcymarc): exhausted from begging
(07:35:39) marc harris harris (marcymarc): lol
(07:36:58) marc harris harris (marcymarc): I just had to get more confirmation ...ok you going to lose s player because of this areu happy with that decision because 51 seconds is all life and death you can't overlook 51 seconds..confirm u happy to lthrow me away rather than give a bonus...just confirm u happy
(07:37:29) marc harris harris (marcymarc): all for aw euros
(07:37:55) marc harris harris (marcymarc): h happy to Dave we euros and lose thousands in its place u happy to decide that
(07:40:13) *** marc harris harris (marcymarc)

It's pretty much I n tune with the rest of the Redstar clan....I've heard nothing from Mins not even acknowledgement of receipt of the complaint.But I'm not surprised....my brother who lost two life savings at this casino in a month couldn't get any joy either.They pretty much stand together and divide the battlefield as if it's a war and they paranoid that it's us against them.. I mean it's all a very bitter pill to swallow.....All this hassle fuss and waste of time,insult, disrespect,offensiveness.....all this dirty laundry now publically displayed on a very prominent gaming forum is all because they  refuse to part with a 12 euro bonus with massive wagering ...unable to see the goodwill  that would have had lasting effects for years to come by just overlooking a 51 second time difference between an international bitcoin deposit and difference in time zones...the can't even bend that little bit but rather offend insult mock belittle and begrudge a long standing regular depositor and ensure he never deposits again....and happy to and proud of this decision....it blows my mind and this had happened at keadtv50 times in one year....if I was my brother and I list half a mile in one day and they did this to me after...well I guess we have learnt what primal us...but I'm just a moderate player regular but moderate....and manage are more than happy to have the at front line representing them and their casino....beyond me

Hi ghostpop,

Thanks for sending this over, but please just wait for the casino rep to get back to us. There is no pointing in contacting the support over and over again. 

We'll let you know as soon as we hear back from them. 

ok.thanks!

Hello!
Player has deposited on Friday and promotion period is on Saturday and Sunday. No bonus should be credited in this case. Promotion page on the website. 

Well clearly they very proud of themselves as you can see from the above answer.They have have absolutely no flexibility whatsoever.technically yes they classify it as Friday so I have to deposit again.but the attitude is disgusting because they have not taken into consideration that it was Bitcoin and times vary each transaction even though I thought t I had accommodated with some to spare...but also it was 51 seconds short of Saturday midnight 23:59 :09 seconds.thats after they posted it .Now what they haven't told you above is that they have just shut my account closed with no direct informing of it so they taken the money .,deny bonuses ,treat you like shit and the close your your account and tell you to f...off with a big smile and they don't care.I want people to see how these people behave and how for such a small amount of money like 12 euros and a tiny 51 second time difference cannot be overlooked ad a courtesy for a loyal player but rather a snack in the face and kick up the arse on your way out the door that's their choice there are 5 people just my friends they have done this to...there is absolutely no warrantable reason to close my account.yhey don't reply to email and have disabled my chat and now they think I can do nothing I'm going to ask  you Melissa to please arbitrate and step in here as this is deplorable treatment of human beings...I am a civilised respectful person I wouldn't dream if treating anyone this way let alone a client of my business wherefrom I make my bread and butter.im so offended insulted dnd  angry. .they should not be allowed to get away with this unpunished and people should stand up and take action against such a menace they bring the entire industry and all casinos into disrepute with such policy and authority loses credibility cos they do nothing. I personally don't allow anyonrle to to step on my dignity and walk away unjustified.Ibesoukf like to ask if you can sort this out as I'm completely cut off childishly and cowardesly from all comms.can u speak on my behalf.can u see my point at least.You should affiliate associate with such casinos not allow incompetent reps to play their trade on your forum....I'm disgusted I can't even think anymore.my account at redstart is MARCYMARC.pkease cud u do something.

I have not had reply requesting your assistance here.This industry of online casinos profess great things like fairgaming and customer orientated service and bonus programmes designed for player benefits.Redstar casino has non e of this and is lacking basic integrity.There should not be room for people like this to operate with impunity and take people's money.Now I break it down very simply.I have not broken any rules whatsoever.I am honest and l am abiding as well as respectful of others.I have broken no rules Alli did was request a bonus as advertised and as a result of unforseen international and bitcoin  differences was 51 seconds short on my deposit time and so asked for the smallest of flexibility.thats all i did.what I got was a denial for a bonus,the most disgusting treatment from human support agents at redstart a common practice and now and my account closed  for no reason at all simply because they refuse to communicate or give a  bonus.,no rules broken.I will accept the closure as long as every deposit ever made by me is refunded if not my account must be reopened with bonus .it's that simple and that fair.who the hell gives these people the right  to sit back tske deposits deny bonuses fail to communicate and then simply close your account when the feel like it for no reason.they have no right and far too little is done by anyone in this industry to stop this kind of behavior.LCB and others alike casinomeister askgambkers  all the top forums should disassociate from such scum and keep their respectable names.by affiliations with online rubbish like redstar you bring all your good earned reputation into disrepute by not standing up for what's right.Ive decided to take this issue everywhere and anywhere until someone is on board to close rubbish like these people down I don't care the costs as I would have lost it anyway playing.So once again  I'm requesting arbitration if you can please before I take it drastic...it chills my blood to know people like red star get to operate with impunity and unpunished for their deplorable behaviour and disgusting treatment of people.good people who don't deserve it especially after having all their money stolen .....simplified this what's transited...

.I made a deposit,requested a bonus,as a result I cannot control bitcoin and International time difference which made my deposit 51 seconds early of Saturday and so they seemed it Friday,casino refused any flexibility to give me bonus including my long standing loyalty and deposit implications beyond my control,they refused and instead were sarcastic and rude completely unhelpful or even willing to try,they have no manners or business sense and treat players like the enemy,I respectfully reasked explaining all this they refused again not taking into consideration I've been there years and deposit regularly som etines daily..they still refused ...I was forced to seek help they still refuse and now they have disabled my live chat facility,refuse to answer any emails and I send and I send to management ,security and support but no one replies and lastly I've broken no rules and the have now closed my account without notification or explanation yet they presume to think they get to keep all my money.this is uncouth uncalled for unprofessional and downright offensive and rude not to mention bad mannered.

my account at redstar is MARCYMARC

I request your help at this point please.

REGARDS

MARCYMARC

Hi ghostpop,

If a promotion is on Saturday and Sunday every deposit before or after that does not count and the bonus can't be credited. We are sorry but there is nothing we can do in this case. We tried to help you but since you deposited on Friday you can't get the bonus. 

Can you log into your account? Your deposit should be in your account. 

Fair enough I do understand the rules however being Bitcoin with each trans action being blockchained and differing in the time it takes to process a transaction fluctuating immensely from one transaction to the next and the fact that we are nit picking over just a few seconds difference and for a mere 12 bucks....I mean for me a s a player who deposits almost daily for months now to not be granted  the slightest of leniency or a fraction of flexibility to have these insignificant discrepancies overlooked because of mitigating factors beyond my control...is very upsetting and it feels like a kick in the face and for them to be more than happy to lose a player over such billshit is of the highest offensive standings possible ,it's a major insult and shows lack of appreciation and huge  disrespect...just so they can save 12 bucks can you not see how pathetic and retarded it looks ...it's like spiteful children having fun harming little animals that's what it looks like...I don't wanna give money and support like I do to  this lot  .there are others much more deserving ....but it's all my opinion it seems....I know in my 4 businesses which are highly people oriented I could never put any one remotely like this at the forefront of my business to represent me and my name.....I'd be a laughing stock and joke of note.....but I guess intelligence far outweighs any comprehension of moronic understanding.I would love to present Omni and Fly casino ,and the correspondence and service I've received from them with a hostess of impeccable stature .understanding and generosity untouchable yet perfectly professional in every word and subsequent action....all held together with grace respect and a level of achievement unbeatable in this industry until it's last day....to show what bonuses ,level of appreciation and flexibility that sometimes goes 360° to keep players Happy....she has....It would make any employee squirm with undetachable embarrassment and get the likes of these representative s...disbarred for life....but anyway they deem it a Friday so be it it's Friday but they have closed my account and remains closed along with all forms 0f communication i am still shut out.now having taken my money regularly for years and me breaking no rules....shutting my account without reason in itself is a display of the core fibre of these people...it's unecessary uncouth and and a slap in the face if I've ever had one.Ill have the account active again please without the bonus the can keep it.and if the wxnt to close my account for no reason then they should refund all deposits to date from registration and that will be fine too.but u can't have it both ways .il appreciate it if you could get that done and I will be past this issueand any other I may feel toward redstar... not another word will I mention of this or of them again.thank you for listening to my venting.appreciated

Hi ghostpop,

Have they refunded your last deposit if you didn't spend it? 

no my account is still closed.

I would like it open to play. but still shut down completely. no refunds.account username is MARCYMARC.

We're going to check with the casino rep. 

my account MARCYMARC.. remains blocked/closed as do all my comms.no reply to numerous emails sent to all departments.complete ignorance from live chat.....they close my account after a few years depositing.no explanation no good reason and no willingness to even communicate about it.....now I ask you why? what does anybody gain from such abrasive pointless bad mannered childish backward thinking actions as these....just this week they've forgone a few hundred euros...that's one week...anyway point is...my account is still closed.

Hi ghostpop,

We already notified the casino rep. Still haven't heard back from them. Let you know as soon as we find out why your account has been blocked. 

Keep you posted.