14Game Casino - Withdrawal of player's winnings has been delayed.

Hello, good afternoon, my name is Ariane. On 26/08/23, I registered on the 14game platform, where I deposited 30 reais and automatically won an additional 30. I continued betting until I amassed a certain amount of money. However, when I attempted to withdraw my funds, I learned that I could only withdraw a maximum of 35 reais per day, unless I reached vip2 status, which would allow me to withdraw 120 per day. To achieve this status, however, I had to deposit another 100 reais. Because I had a sizable amount of money accumulated on the platform, I decided to make the deposit. On 27/08/23, I managed to withdraw 120 reais, yet on 28/08/23, I was unable to make any withdrawals. Upon contacting support, they told me that in order to advance to the next level, VIP3, I would need to deposit an additional 400 reais. They added that for greater and unlimited withdrawals, I would need to deposit 1,000 reais. I find this absurd! If anyone can offer me assistance in this matter, I would greatly appreciate it!

Dear arianesousa2910,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear arianesousa2910,

Have you received your withdrawal from the casino yet?

Dear arianesousa2910,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.