14red Casino - プレイヤーの撤退が遅れています。

Withdrew 800 euros, on the 23rd January. Recieved an email the following day asking for documents, sent all documents, waited a few days with no response so spoke to the online team who advised my documents recieved and will be processed, a few days later I recieved an email saying something was missing and I resent it. After about 2.5 weeks off going backwards & forwards my withdrawal finally got approved. I recieved an email to say my withdrawal has been approved should have winnings within 5 days. It's been over 2 weeks and still nothing. Everytime I go on live chat I'm told different things. 

Dear Clarice,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I will contact the casino and ask them to shed some light on this matter, but, before I do that, could you please confirm, that you have passed the KYC (verification) process successfully? If you received any confirmation email from the casino, please forward it to petronela.k@casino.guru (together with any other relevant communication). None of the licensed casinos takes verification lightly and it might take few working days completing this thorough procedure. I hope I will be able to help you resolve this issue as soon as possible. Thank you very much for your reply.

Best regards,

Petronela

Thank you for your reply, 

I passed verification and my withdrawal was approved, I have since then spoken to the casinos online live team, who tell me different things each time. I have been told winnings was paid on 3rd on February. Then im told it hasn't been released yet. I got my days mixed up, I withdrew beginning off January and it was approved on the 23rd January sorry. I will forward you emails now 

Many thanks 

Dear Clarice,

Thank you very much for your reply and all the forwarded screenshots. I contacted the casino regarding your issue. Hopefully, we will receive a response soon and sort this case to your satisfaction.

@ 14red Casino, please, could you advise? Thank you very much in advance for your reply.

Hi,

I have spoken to the casino again, as I still haven't recieved my winnings. To be told yet again it will be 'soon' which I have no faith as I've been told this for the last 3 weeks. I have spoken to my bank who will track the payment for me but need the reference the withdrawal was paid under and what date and yet again the casino will not give this information. 

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’.

Hey Clarice, 

Im looking into the case, and reviewing if it is possible for the Technical Support to share references.

Thank you in advance for your patience. 

Thank you very much 14red Casino for your response. Looking forward to hearing from you.

Thank you for your response.  Hoping this will be resolved asap as I still do not have my winnings! 

Hi, 

I have finally recieved my winnings. 

Thank you for all your help 

Dear Clarice,

I’m very happy to hear this. Please, could you confirm for me, that this complaint can be marked as 'resolved' now? Thank you very much.

Yes please mark as resolved 

Thank you again 

Thank you very much Clarice for your confirmation. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.