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

Hi, this casino needs shutting down!!!!

I have been on this site for a long time, I have deposited over 3K real money, on my last £20 deposit I happened to finally win £2220, I received an email to say my withdrawal is under review and I should carry on playing as I could be in luck to win a jackpot etc.... I did play again and went up and down but ended with £2220 4 days later I have just received an email to say my withdrawal has been cancelled and removed because I placed bets higher than 30% which I cannot find on the t&Cs are surely they are not allowed to restrict the bet amount when your playing real money? I spoke to live chat who confirmed on a deposit of £20 euros highest bet is £5.8 , I have checked all my game history and have not bet higher than £3. I have emailed the casino mutiple times and had no response. I have requested they refund my all my deposit money I have placed since my account opened or they pay my winnings please can you advise where I stand with this? It's like it's so impossible to ever win on that site and should be closed so many hidden rules..

Dear Clarice,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the T&Cs (https://www.14red.com/general-terms-conditions/?lang=en), and this is what I found:

" 16.3 .  "Irregular play" includes, inter alia:

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

Could you tell me if you are able to reach your game history (please forward it to kristina.s@casino.guru) together with any relevant communication between you and the casino?

Additionally, could you confirm that you didn’t activate any bonus while depositing? I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi, I will forward the history now and other emails. And no bonus was attached all real money.

Many thanks

Dear Clarice,

I apologize, but I haven't received any email from you yet.

Dear Clarice,

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

The player can reopen this complaint anytime.