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14Red - unresponsive

Ruling

Resolved - Both the submitting complainant and 14Red Casino have informed us that this issue has been resolved and the player has received their funds.

Read our 14Red Casino Review.

Player's Complaint

I know I was stupid to sign up for them but I didn’t do my research beforehand. They tried to scam me with the bonuses but that’s a different story - I’m not contesting that.I’ve a €600 withdrawal pending which they seem to just leave on able to be cancelled (unprocessed). I submitted documents days ago with no reply - chat is more than useless . Contact number for support doesn’t work.I have just now resubmitted all documents they ask for (which does seem a lot tbh considering they let you deposit instantly) just in case they claim I haven’t submitted any documents.

If they get back to me before you contact them I will let you know but I’d rather get this ball rolling than wait 2 weeks with more unresponsiveness before starting a claim.

Kind regards

Read the casino review

8 Responses

ThePOGG
January 26, 2020

Hi korbendallas - welcome to ThePOGG.com!

As a UK citizen you should only be playing with operators that hold a UKGC license. 14Red do not hold a UKGC license and as such are breaking UK law by accepting your custom.

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 7th of February let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

korbendallas
January 26, 2020

They rang me today to ask me to log onto chat to resubmit documents. Baffling since I’ve sent it them twice to their finance email and also they adamantly state no phone chat available when asking on text chat, as well as the support phone number not taking inbound calls. I logged onto chat and requested the person from finance as I was told and a ‘special’ icon came up (not the usual fake picture) and a different guy joined the chat. He asked me to submit my documents to him now and he would submit them to finance. After submitting I asked how long it would be he said finance will be in contact when they have verified documents.

Just to clarify also - having read up on other cases from this casino - none of the winnings were at any point affiliated with bonuses (the deposit was made without bonuses added and it was from a balance of €0). Also the max stake was €2.10 on slots from an initial deposit of €22, so absolutely nowhere near their corrupt deposit staking rules voiding payouts as I have seen in other cases. Just a heads up in case they try anything dodgy.

I’ll let you know if anything happens before the 7th.

Kind regards

korbendallas
February 1, 2020

Logged in to check and the withdrawal has disappeared and been replaced with €22.70 - no communication just removed.

Contacted support and they said I had breached betting rules by betting €25 on a single slot bet - this is an absolute lie. My max stake was €2.10 how could I even afford to do a €25 bet with my balance it makes no sense. How can they get away with fabricating this story to not payout?

The guy in chat was very happy my payment was removed, saying thankyou for this bet....

Fuming......

korbendallas
February 1, 2020

(Also I wasn’t chasing any bonus wagering etc so there is no way I would do anything close to that amount! It’s absurd.... and now they’re shirking me for €600 (only of which €300 is profit)......

korbendallas
February 11, 2020

Just a heads up to this - they rang last night and offered me €290 as this was the value before my “illegal bet” as a gesture of good will as I am a “valuable customer”. Whether this was directly related to you guys or my angry email or the fact I was a heavy loser on another of their sites the night before remains to be seen... I’ll keep you posted if this withdrawal comes through.

Cheers

ThePOGG
February 11, 2020

Hi korbendallas,

This has not been due to our actions as I'm just coming back to this case now. Are you satisfied with the resolution offered?

Thanks,

ThePOGG

korbendallas
February 13, 2020

Yep it’s done. Thanks anyway guys.

ThePOGG
February 14, 2020

Hi korbendalla,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

korbendallas consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 14Red
  • Curacao eGaming
  • Alpha Interactive Solutions N.V.

January 26, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.