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

casino removed all WINNINGS on the basis of "irregular play" , no bonus funds were used , all bets were placed in cash. i was rudely informed that they have "terms and conditions" that you cannot place that a bet of 30% or larger of you deposit.....so this means a customer depositing 50 euros CANNOT play a hand of blackjack or any other game with a bet greater than 15 euros. CRIMINAL BEHAVIOUR AIMED AT STEALING WINNINGS FROM ANY PLAYER WHO IS LUCKY ENOUGH TO WIN

Dear Jon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the T&Cs, and this is what I found:

"Betting rules

. You must bet according to the specific rules of the game you are playing.

. We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

. "Irregular play" includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

Using Martingale, double-up and similar systems and strategies.

. "Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button."

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos

'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts.

Could you please confirm that you were playing without an active bonus and advise how much was your last deposit? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards,

Petronela 

Thanks for you reply , my deposit was 500 euro ( they added a bonus without my request or giving me the option to refuse it , all bets were placed with cash balance and bonus funds were never in play )

Please note that all bets were on slots , so how they can claim irregular betting on a slot game is beyond me .

I’m sorry Jon, just to double check, you’ve deposited €500 in a single transaction and the casino activated a bonus without your knowledge, is that correct? Thank you.

Dear Jon,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.