21.com Casino - Player’s account has been blocked.

Hi, all my accounts were recently banned by the presser group, and they refuse to return my balance to my bank account. I received an email stating that I had broken some rules and they were gonna close all my accounts and hold all my funds. I played on casino games with bonus money and fs offers and with my own money on 8 of their Casinos (RapidCasino.com, 21.com, NeonVegas.com, UltraCasino.com, JustSpin.com, NitroCasino.com, CasinoFest.com, XLBet.com)

they have frozen at least 23000e of my funds. I tried communicating with them after the email I received, but it's going nowhere. they refuse to answer what rules I presumably broke, or answering if they are going to return my money.

i will attach the email they sent me, it's in finnish, my native language, hope it's not a problem:

Anni from Customer Service

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

Dear veeti2002,

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 petronela.k@casino.guru.

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,

Petronela

hi.

i registered my accounts about 4 month ago. yes, when they asked me for some verification i send them, and they were approved. i had been playing casinogames and most of my winnings were from bonus offers, some probably from playing without bonus.

Thank you, veeti2002, for your reply. Could you please advise how much should be the disputed amount for this specific casino? Do I understand correctly that your account got blocked with an active balance in it?

If you experienced the same problem with other casinos from the same group and there are funds being held, please submit separate complaints for each casino as we keep one thread per casino only. Thank you for your cooperation.

4443e for 21.com, it was my own balance, not any bonus balance.

ok, i will make complaints for other casinos separately, thanks.

Thank you, veeti2002, for the clarification. I corrected the disputed amount from €23,000 to €4,443.

Since we received several complaints from Finnish players describing the same issue with PressEnter Casinos we will discuss this topic internally and get back to you in the following days. Also, I was under impression that you used casino bonuses but now you stated that the confiscated funds were your own money, not bonus money. Have you accumulated your winnings with or without any active bonus, please?

i accumulated winnings with bonus, but the confiscated funds were "my own money". that means i had depositted money to activate bonuses and winnings that had been cleared through completing the wagering requirements.

We have addressed the topic as promised 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. In fact, we discovered that nine players raised concerns with our Complaints Resolution Center regarding the entire PressEnter Group, involving eight casinos, resulting in over 70 active cases. The investigation is being conducted by the entire group of casinos carefully, and we have already informed the affiliate team of PressEnter casinos. We appreciate your patience as the casinos gather evidence and work towards resolving the matter. Thank you.

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. 

Dear veeti2002,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.