21 Casino - Player’s account has been blocked.

21 Casino banned my account and confiscated my money.

I have been playing at PB group quite a lot. The promotions were good and the sites seemed trustworthy. On 11.3 I noticed the withdraw page was turned into "You haven't identified yourself yet, please make a trustworthy deposit". I made some deposits and continued playing, but the page didn't change. I asked the 21.com customer support about that and they told me there shouldn't be any problems and I can continue playing. I made some more deposits.

Then 14th of march I got an email from 21.com:

"Hey,

As I am sure you are aware, under our terms and conditions we have the right to review account transaction information and if we suspect that a player has engaged in illegal gaming, we have the right to close and freeze the account and confiscate bonuses and winnings obtained as a result of illegal/violating gaming.

Following your recent withdrawal requests, we have reviewed your information and have reasonable grounds to suspect that you have used our services in bad faith and in violation of our terms and conditions.

In accordance with terms 17 and 20, we have decided to close your gaming account and any other accounts you have with us, and we will confiscate any winnings remaining on your account and any bonuses you received in breach of our terms.

Regards,

21.com

Anni"

translated by google:

"Hey,

As you know, in our terms and conditions we have the right to full account transaction information, and if we suspect that a player has engaged in gambling, we have the right to close and freeze the account and confiscate bonuses and winnings received due to non -payment/abusive gambling.

Following your recent withdrawal requests, we have reviewed your information and have reasonable grounds to suspect that you have used our services in bad faith and in violation of our terms and conditions.

In accordance with terms 17 and 20, we have decided to close your Gaming account and all other accounts held by us and confiscate any winnings remaining on your account and any bonuses you received in breach of our terms.

Regards,

21.com

Anni"

So they banned me and confiscated the money I had on my 21 Casino account. That money left on the account was money I had deposited and played with, so no bonus money or bonus win money there. I didn't break any promotion rules. I played the allowed games, didn't bet more than €5 per round etc. Now it looks like some of the games I used to play are not playable with bonus money but when I played them they weren't.

The terms 17 and 20 are very vague so I don't know why they banned me and they refuse to tell me. They don't answer my emails anymore.

They just gave me bigger and bigger deposit bonuses before confiscating the money. Can you please look into it? Thanks!

Dear mik2, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please? 

If there’s any relevant communication, please forward it to nikolas.b@casino.guru. 

In the last few weeks, we received several complaints from Finnish players describing the same issue with PressEnter Casinos. We addressed the topic during our internal meeting. While we acknowledge that some complaints were submitted up to a month ago, we also need to take into consideration that investigating such matters can be time-consuming. The investigation is being conducted by the entire group of casinos carefully, and we have already informed the affiliate team of PressEnter casinos.  

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

Best regards, 

Nick

Dear mik2,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.