14red Casino - Player’s winnings have been cancelled.

I had winnings of €278 which I attempted to withdraw €100 of. After waiting 5 business days I got an email to say my withdrawal had not been processed as I had breached their T&Cs of placing a net greater than 30% of my origional deposit which was £20.

upon review of the terms and conditions I can only say these are utter jargon. I logged back into the account only to find all my winnings had mysteriously disappeared and all I was left with was €20.

I got a rather shirty email back when I enquired and was told not so politely to "play accordingly" in the future. I have raised an offical complaint.

Dear z2nqmmt8vh,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your (here):

Betting rules

It is the Player’s responsibility to know the rules of the game where he is placing wager.

The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play or additional betting rules described in Terms & Conditions.

"Irregular play" includes, inter alia:

1.Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. Including purchasing in-game features including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit.

We firmly hold the belief that it is unjust and not user-friendly to impose a maximum bet restriction on players using their own funds without an active bonus. Could you please confirm that you haven’t activated any bonus when placing your last deposit?

Thank you in advance for your reply.

Best regards,

Petronela

Good afternoon

Thank you so much for your response.

I didn’t use any bonuses to my knowledge when I first deposited.

many thanks

Good afternoon

i have received the above today. Not massively impressed with their response.

They have also not pointed me in the direction of their complaint procedure which I have now asked for twice.

many thanks

Thank you very much, z2nqmmt8vh, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello z2nqmmt8vh,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 14Red Casino to join the conversation and participate in the resolution of this complaint.

Dear 14Red Casino,

As mentioned, we consider it unfair to impose such restrictions on play that is not attached to a bonus. Can you confirm that no bonus has been used in this case?

Kind regards,

Adam

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 z2nqmmt8vh,

As mentioned, we find it unfair to implement a max bet rule if no bonus is being used. Our views on this can be read in more detail in our Fair Gambling Codex (https://casino.guru/fair-gambling-codex-for-casinos#max-bets).

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Adam