21 Casino - Player’s requesting a full deposit refund.

I was excluded from the net work back in 07/24/21 (From Playzee) but still somehow able to make accounts on the net work owned by white hat gaming. I did not know 21Casino was apart of the same network as playzee otherwise I would never have even made one (due to my problem). I asked for an exclusion for the net work due to my gambling problem, however I was failed by the team from white hat gaming. They did not honour it and did not ban my account when I made it. There should be fail safes so players that are problem gamblers can not play on the same net work again. Its a serious problem, and the team should already know this.

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from 21 Casino directly?

If there's any relevant communication that would help your claim please forward it to petronela.k@casino.guru.

However, please bear in mind that if you haven't informed this specific gambling establishment about your gambling problem, we won't be able to help you.

Looking forward to hearing from you.

Best regards,

Petronela

Thank you for your time and help, I hope you're having a great day so far. I requested it from Playzee and was told it would apply to the whole network as a whole. I have also contacted them about this after the fact to let them know that I was excluded from the net work after I found out it was the same network! 

Regards,

Sati.

Dear Sati,

Please forward any relevant communication between you and casinos to petronela.k@casino.guru. Looking forward to hearing from you.

Dear Petronela,

They have replied denying everything, I will send over an email to your email with what they said. They are basically lying and denying everything. What would you suggest I do?

Regards,

Sati.

Dear Sati,

I haven't received any emails from you yet.

I have resent it!

I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found (here):

"Self-Exclusion

We offer a self-exclusion facility to help you if you feel that your gambling is out of control and you want assistance to help stop. At your request, we will prevent you from using your account for a specific period, as determined by you. We will also take reasonable steps to prevent the opening of new accounts. Once the period has lapsed, your account will be reopened.

...

If you are unable to complete the automated process yourself, then you must contact Customer Support and request that they apply the self-exclusion for you and that you attempted the automated process and that you want us to manually self-exclude you – please note that if you request assistance via email to self-exclude that this will not be instantaneous, and we will confirm once it has been done. Unless you state otherwise, the self-exclusion period will be set at six months. To initiate self-exclusion please click here. If you have any questions, then please contact Customer Support."

I would recommend sending an email including all the relevant information to support@21casino.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Dear sati725,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Hi, was the email received from before?

No, I haven't received any supporting evidence that you have requested self-exclusion in this specific gambling establishment.

Hey petronela, 

I can’t find the email where I emailed them I looked everywhere can you ask them for there records. They even have a case against them that’s over the internet, they failed to recognize people had gambling problems and they had to pay big fines for it. There was one similar to mine they didn’t recognize someone betting $1000-2000 constantly and they didn’t recognize and had to refund him. Also on top of this I asked them to restrict me everywhere… please help. 

regards,

sati.

Dear sati725,

Please understand that without any supporting evidence it is very difficult for us to proceed with this case. Do not hesitate to contact us if you come across any kind of proof in the future and we can reopen your case straightaway.

Please let me know if there is any additional information that I have overlooked, otherwise, I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.