14red Casino - Os ganhos do jogador foram confiscados.

I won a total of €20,460 on Zeus Power Link using €10–€15 bets. Later, the casino voided my entire balance and reset the account to €149, claiming that I placed €20 bets.

The casino never provided any spin-by-spin calculation showing which winnings were linked to prohibited bets. Their only evidence was a table showing five €20 spins, with no explanation of how this justifies removing more than €20,000 of earlier compliant winnings.

I did not use any bonus. All play was with real money. I am asking for the casino to provide a full timestamped log showing which winnings were voided and why. Without this proof, the confiscation is disproportionate and unjustified.

I am requesting the assistance of Casino Guru to obtain either a full or partial refund of compliant winnings.

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Dear Farfat86,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. To gain a comprehensive understanding of the situation, could you please answer the following questions:

• How long have you been a player at this casino, please?
• Have you ever experienced a situation like this in this particular casino, please?
• Is your KYC verification completed, please?

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is katarina.d@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Katarina

Dear Katarina,

Thank you for your email and for the follow up. Here are the responses to your questions :

• I have been part of this casino for a couple of years. roughly 2 - 3 years
• No particular previous experience
• My KYC is validated and i have already received withdrawels from this casino.

I have not used any bonus during or before this winning. I have deposited a 51euro deposit which i used to wager between 1 and 20 euros. Various winnings have been acrued across these various bets, but absolutely no bonus was used.

I have added a few screenshots of some of the winnings and the bets ( based on an initial deposit of 51 euros ). The withdrawals were all cancelled and and email like the one attached was sent. No detailed breakdown just a couple of spins at 20 euros.

Please let me know if you need any furthur information

thank you in advance.

Dear Farfat86

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Farfat86,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 14red Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s winning has been confiscated, when he did not played with any bonus?

Thank you in advance for providing the information.

We would like to ask the 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’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.