14red Casino - Player's winnings have been confiscated.

Won a total of €17,000. Withdrew and was refused due to their t&cs stating only €5,000 per 30 days. It was rejected. Played down to €15,000 and withdrew €5,000 and it showed as pending. I asked to go on a time out as I didn’t want to risk anymore and was told, if you do, your withdrawal will not go through. Then I asked to have my casino access blocked, again, same answer as above. Withdrawal of €5,000 was still pending and as I knew would happen, the remaining €10,000 was left in my playable balance. This then decreased to €8,000 bluer to me playing again. As of today 04/04/2023, my withdrawal have been cancelled but 14Bet and my remaking €8k and change has been removed from my account due to all edged breaches to their t&c’s (transcript screenshot attached). I have been scammed and this is just criminal. Please help me.

Dear Rogerroger11,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

"6.Placing total bets equal or exceeding 10% of their total redeemed complementary points, or exceeding the maximum allowed bet of 5 EUR per round/hand/spin."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina.

I have never accepted any bonus on my account because I know there is always a catch. The jackpots won were all on €5 spins. My playing history is hundreds of pages long. I’m happy to give you my login if that helps.

Hi. Are we any further forward with this yet?

Thanks

Rocci

Thank you for your reply, Rogerroger11. Are you sure you only played with your deposit? According to the attached screenshot, it seems that you breached the maximum allowed bet while playing with comp points. Could you please post here a screenshot of your deposit and bonus history?

Furthermore, if you are not able to export your game history in PDF or Excel sheet, you can always try asking the support to send the whole game history to you. Let me know how it went.

Dear Rogerroger11,

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.