The player from Germany had winnings from Free bonus capped. We rejected the complaint because the player didn't respond to our messages and questions.
21 Casino - Player’s free bonus winnings have been reduced.
Amount: €3,100
21 Casino
Safety Index:Very highSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
9.0
21 Casino has a Safety Index of 9, which makes it one of the safest casinos on the market. Explore this casino’s Safety Index
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Translation
I registered at 21casino and used the 50 free spins of 10 cents each (non deposit bonus) generated 6.20 from it. With the 6.20 I got Book of Dead 4 heads in the games on 20 cents and thus had 200 € on the clock. By continuing to play, I ended up with € 280 on my watch and wanted to convert it! According to the casino, this only works when you make a deposit. I did this and my minimum turnover to pay out the bonus went up to 9800 (so 35x) I was able to implement this bonus condition with a lot of luck and in the end I had € 3250 in real money in my account! Then I wanted to withdraw € 3100 and had to verify myself. 2 days later I received an email from the management that only from this 3100 € 100 € plus my deposit of 10 would be credited to me. Now of course I'm annoyed because I had read the terms and conditions and there is a maximum of 100 € in winnings from the free spins I assumed it only related to the free spins. It also said that all winnings over € 100 would be deducted. So find it a cheek to let a player wager € 10,000, let him play with the real money and then only agree to pay out the money is not available to you! Especially since in the bonus conditions there is an extra bonus without deposit! Since I had to make a deposit to be able to use the bonus, this no longer falls under the point ...
Does anyone know about this and could give me tips or assistance on how I can proceed against the casino?
Automatic translation:
Public
Public
3 years ago
Dear bet4free92,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.21casino.com/en/promotional-terms-conditions:
"Unless otherwise stated, winnings from free spins are credited in casino bonus and are capped to a maximum of €100. Winnings that exceed this amount will be removed from the account. Any play using free spins winnings will not unlock bonus funds and all winnings will return directly to your bonus account."
As soon as the wagering requirements have been completed your winnings became withdrawable. They don’t turn into real money, au contraire, they still carry maximum cash out €100.
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.
Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Good day,
I could then play normally with my "real money" and even generate the loyalty points. that I still have now. They would have had to delete them because I had played with real money and lost more than 100 €. especially since they had refunded my deposit, but I only used up my real money after my deposit ...
Automatic translation:
Public
Public
3 years ago
Dear bet4free92,
Please see below terms and conditions related to No Deposit Bonus Spins https://www.21casino.com/en/landing/50spins#tc:
"Bonus money derived from Bonus Spins needs to be wagered 35 times before they are converted into real cash money and can be withdrawn."
- Your winnings from Free Spins were €280 and had to be wagered 35x = €9,800.
"Wagering on bonus money won through Bonus Spins will start after a first deposit has been made on the account."
"Any cash winnings from no deposit Bonus Spins over €100 will be forfeited on completion of our internal checks."
- Could you please advise how much you have deposited? Deposited funds need to be wagered 35x too.
"Minimum qualifying deposit amount is €10.
The total amount of the bonus must be wagered 35 times on real money games before any winnings can be transferred or withdrawn."
Have you succeeded in withdrawing any winnings?
