14Game Casino - 繰り返し出金を試みても拒否されます。

I registered today (7/10/2023) at the 14game casino (website: https://141027.com) and got a bonus of R$5.00, at 11:48 am I made a deposit of R$10.00 and continued playing . At 1:31 pm I requested a withdrawal in the amount of BRL 380.00 but it was refused, the platform claims that the Coding was insufficient, so I continued playing and fulfilled the Coding, I again requested a withdrawal in the amount of BRL 500.00 at 20:18 which was again refused for the same reason as above (insufficient encoding). I contacted support but the only answer they give is

"So that you can withdraw money as quickly as possible, please confirm that the following requirements are met:

First, check and confirm your withdrawal information (email, payee tax ID, mobile phone number)

Second: Please check if your WAGER REQUIRED is zero, you must return to zero to withdraw money, otherwise continue the game until the valid bet amount is reached.

If the above two points are fully satisfied, please apply for withdrawal again."

I continued playing and hit Wager again and tried again to request a withdrawal, this time in the amount of R$ 100.00 at 10:07 pm and again it was refused for the same reason. I spoke with support again and the responses are automatic. Every withdrawal that I request and is refused, it comes back as a new audit and a new Wager to hit and nobody solves it at support.

I ask the casino guru for help to solve this problem, my bankroll on platagorma at the moment is R$ 1,600.00.

Thanks in advance.

Me cadastrei hoje (10/07/2023) no casino 14game (site: https://141027.com) e peguei um bônus de R$ 5,00, às 11h48 fiz um depósito de R$ 10,00 e continuei a jogar. Às 13h31 solicitei uma retirada no valor de R$ 380,00 porém a mesma foi recusada, a plataforma alega que a Codificação era insuficiente, sendo assim, continuei jogando e cumpri a Codificação, solicitei novamente uma retirada no valor de R$ 500,00 ás 20h18 que foi novamente recusada pelo mesmo motivo que o anterior (codificação insuficiente). Entrei em contato com o suporte porém a única resposta que dão é

"Para que você possa sacar dinheiro o mais rápido possível, confirme se os seguintes requisitos são atendidos:

Primeiro, verifique e confirme suas informações de retirada (e-mail, ID fiscal do beneficiário, número de telefone celular)

Segundo: Por favor, verifique se a sua WAGER REQUIRED é zero, você deve retornar a zero para sacar dinheiro, caso contrário, continue o jogo até que o valor válido da aposta seja atingido.

Se os dois pontos acima estiverem totalmente satisfeitos, solicite a retirada novamente."

Continuei jogando e bati a Wager novamente e tentei outra vez solicitar o saque, dessa vez no valor de R$ 100,00 ás 22h07 e outra vez foi recusada pelo mesmo motivo. Falei novamente com o suporte e as respostas são automáticas. Todo saque que solicito e é recusado ele volta como uma nova auditoria e um novo Wager para bater e no suporte ninguém resolve.

Peço auxílio ao casino guru para resolver esse problema, minha banca na platagorma no momento é de R$ 1.600,00.

Agradeço desde já.

Dear TanSaluceste,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with the casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Were there any games excluded from the wagering of the bonus in the bonus terms and conditions?

How were you informed by the casino about your progress in the wagering of the bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good morning Thomas,

There were no games excluded from betting.

In all withdrawal requests the WAGER was zero, this information is easily followed in the Audit Log tab. However, every withdrawal that is refused is launched a new audit, this can be analyzed by you checking the dates and times of withdrawal requests and launch of the new WAGER.

I hope you can resolve this issue so that I can use the Casino regularly and refer you to my friends and followers.

Thank you for your attention and I believe you will solve my case.

Bom dia Tomás,

Não houve jogos excluídos das apostas.

Em todas solicitações de saque o WAGER estava zero, essa informação é facilmente acompanhada na aba Registro de Auditoria. Porém todo saque que é recusado é lançado uma nova auditoria, isso pode ser analisado por vocês verificando as datas e horários das solicitações de saque e lançamento do novo WAGER.

Espero que consiga resolver esse problema para que eu possa utilizar o Casino regularmente e indicá-lo para meus amigos e seguidores.

Agradeço a atenção e acredito que resolverão meu caso.

Good afternoon,

I still have problems with the platform. I completed the WAGER again (as shown in the attached image), I contacted the "support" who cannot clarify the reason for not being eligible for withdrawal.

Currently my bankroll on the platform is BRL 3,100.00 but the withdrawal is not released.

Did you have any response about the case?

Thanks.

Boa tarde,

Continuo com problema na plataforma. Conclui novamnete o WAGER (conforme imagem anexo), entrei em contato com o "suporte" que não consegue esclarecer o motivo de não estar elegível para saque.

Atuamente minha banca na plataforma é de R$ 3.100,00 porém o saque não é liberado.

Vocês tiveram alguma resposta sobre o caso?

Obrigado.

I tried again to make the withdrawal and again it was refused, even after the attendant said that I could withdraw the money.

Here are images of the withdrawal attempt, chat with attendant and new audit launched.

Tentei novamente efetuar o saque e de novo foi recusado, mesmo após afirmação da atendente que eu poderia retirar o dinheiro.

Segue imagens da tentativa de saque, chat com atendente e nova auditoria lançada.

Thank you very much, TanSaluceste, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello hartmannalex91,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know 14Game Casino appears to have been launched very recently as we are still working on its review, so there is no guarantee the casino will respond to us, but I will still try to contact the casino to see if I can help.

Dear 14Game Casino,

Can you please provide more information on why the player's withdrawal requests are been unsuccessful even though it appears the player has fulfilled all the conditions?

Good morning Michael,

I hope that I can get in contact with the platform and that my problem is solved.

Yesterday I opened a complaint in Curaçao eGaming requesting assistance (image below) and I am trying to contact the Internation Gaming Association to see if they can help me.

I am awaiting a positive response from you.

Thanks.

Bom dia Michal,

Espero que consiga contato com a plataforma e que meu problema seja resolvido.

Ontem abri uma reclamação no Curaçao eGaming solicitando auxilio (imagem abaixo) e estou tentando contato com a Internation Gaming Association para saber se podem me ajudar.

Fico aguardando uma resposta positiva sua.

Obrigado.

Dear hartmannalex91,

I understand your dissatisfaction with 14Game Casino's approach, and it is indeed within your rights to file complaints with the gaming authority. However, the legitimacy of the casino's license raises considerable doubt in this case. Despite the presence of numerous licenses mentioned in the "about us" section, I remain skeptical about the veracity of this information. Additionally, the absence of a validator on the main page, which is typically found on licensed casinos, makes the mention of a Curacao license highly improbable, in my opinion. Nevertheless, if nothing else, we will at least find out whether or not 14Game Casino has a valid license.

Michal,

I consulted on the Curaçao eGaming website and the casino does not have a license (image below) , I hope that it will be investigated and that the amount earned on the platform will be paid by the casino.

I'm still waiting for your response, I hope you get feedback from the casino and that it is positive.

Thanks.

Michal,

Consultei no site da Curaçao eGaming e o casino não possui licença (imagem abaixo), espero que seja investigado e que o valor ganho justamente na plataforma seja pago pelo casino.

Continuo aguardando a resposta de vocês, espero que obtenham retorno do casino e que a mesma seja positiva.

Obrigado.

Hi Michal,

I completed the rotation again and tried a new withdrawal but now they are asking to update the VIP level to withdraw. This is the message in the information: "Insufficient withdraw times, please upgrade the VIP level".

Here are screenshots of the withdrawal screen, canceled withdrawal and VIP level.

Oi Michal,

Completei o rotativo novamente e tentei novo saque porém agora eles estão pedindo para atualizar o nível VIP para sacar. Essa é a mensagem que consta na informação: "Insufficient withdraw times, please upgrade the VIP level".

Segue imagens da tela de saque, retirada cancelada e nível VIP.

Hi Michal,

The platform changed the VIP level scheme and placed a withdrawal limit for each level (image below) .

The positive side is that I managed to make 2 withdrawals on today's date (as shown in the image below) , the third withdrawal was refused. I'll wait tomorrow to try new withdrawals and I'll let you know here.

Thanks.

Oi Michal,

A plataforma alterou o esquema de niveis VIP e colocou um limite de saque para cada nivel (imagem abaixo).

O lado positivo é que consegui fazer 2 retiradas na data de hoje (conforme imagem abaixo), o terceiro saque foi recusado. Vou aguardar amanhã para tentar novos saques e vou te informando por aqui.

Obrigado.

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.

Dear hartmannalex91

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. Moreover, it appears that the casino is operating without a valid license and may be misleading people by claiming to have one. As a result, we have classified this casino as having a "FAKE LICENSE". The casino doesn't refer to any ADR service, and sadly 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 change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I strongly recommend you not play in this casino and can only recommend you choose casinos based on 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.

Best regards,

Michal