I’ve been waiting for the above withdrawel only to be told that it has now been changed to 10 x my 20 euros deposit Equalling 200 euro and they’ve taken the rest of the money off me.

Dear Amy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

I would like to emphasize, that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider this rule to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. Please, could you clarify if you have accumulated winnings with or without redeeming a bonus? Looking forward to hearing from you. Thank you.

Best regards,

Petronela

Dear Amy,

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.

Hi,

no my winnings wasn’t from any bonus.  If that’s their terms and conditions for a withdrawal surely the rest of my winnings should have been credited back in my account? not just taken from me...very unfair

Thank you very much Amy for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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 Amy.

As Petronela mentioned, this rule is strictly against our fair gambling codex. Unfortunately, this is a complex problem where we are trying to point out that a specific group of casinos using the same unfair terms (probably because of the same platform). Some of the casinos we already convince to stop enforcing these rules. We try to do our best, but the majority of these casinos disagree with our opinion.

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’.

I am very sorry, Amy, but the casino is non-responsive. Therefore we are unable to help you.

The rule on which based the casino confiscated part of your winning we consider as predatory. This rule affects your RTP what we believe as profoundly unfair. We consider your complaint as justified, and we can only hope that one day the casino decide to clear their reputation and pay you the winnings, meanwhile your complaint will be published on our website as a warning for other players.

I am very sorry that we were unable to help you more.