Andreas, a player from Germany, is complaining that the 14Red Casino confiscated his winnings for the reason of breaching the T&Cs.
14red Casino - Withdrawal declined because of irregular play.
Black points: 158
Amount: €1,000
14red Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
4 years ago
Public
Public
4 years ago
Translation
I deposited € 50 and received a 400% bonus. I played for a few days it went up and down with the money. I played € 1.25 in the game FaFaTwins. Then I got a profit of over € 1800. Then I went to payout. I have requested a € 100 withdrawal. I was informed that the € 208 bonus money would be deducted. I agreed and requested payment. The € 208 was deducted from the total. I received an email three days later, disbursed for irregular play. What shoud that? I adhered to the bonus guidelines, played with a maximum of € 1.25 and complied with the sales conditions. reference; *
Edited by a Casino Guru admin
Automatic translation:
Public
Public
4 years ago
Hello Andreas.
Thank you very much for submitting your complaint. We are sorry to hear about your situation. Could you provide us with the exact explanation you have received from the casino?
Public
Public
4 years ago
Translation
Yes, when I requested the payout, I received a few days later that the payout was rejected due to irregular gaming ???
Whatever that means. Then I wrote to the casino again with the question of what I did wrong. I followed the rules and didn't play too hard. This time the answer came that I changed the category even though I still had bonus money in my account ???? Then I wrote and asked again; what category ???
Unfortunately no answer. They just credited my € 50 back to my account. That’s it. Unbelievable I send you the screenshot from the mail
Edited
Automatic translation:
Public
Public
4 years ago
Translation
I'm still waiting for an answer from you.
I would be very happy if you could help me.
Greetings Andreas
Edited
Automatic translation:
Public
Public
4 years ago
Hello Andreas.
We have investigated your proofs and the reason of your withdrawal difficulty is this rule:
Once a player starts to use a bonus on slot games, the wagering must be completed on slot games. Similarly, once a player starts to use a bonus on table games, the wagering must be completed on table games.
We have also found it in the casino bonus T&Cs, are you aware of breaking this rule?
Public
Public
4 years ago
Translation
I didn't change anything, I didn't play any games at the table, what's the point? I always play the same game over and over. Do not understand what the excuse is. I don't play roulette or poker or anything else. At other casinos it is also not possible to play any games that are not permitted
Edited
Automatic translation:
Public
Public
4 years ago
Hello Andreas.
Thank you for providing us with the information we requested. We will now try to get in touch with the casino.
Public
Public
4 years ago
We would like to ask the 14red 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’.
Public
Public
4 years ago
Translation
Icv only played FafaTwins and Event Horizont I didn't play table games. That's an excuse. First they refused to pay because of irregular play and when I asked about it I said that I had played table games. That's a lie . I behaved correctly.
Edited
Automatic translation:
