The player from Finland had her account blocked without any further explanation. The player had escalated this case to the regulator, so the complaint had been temporarily closed while we awaited the outcome of their investigation. We reopened this case as it had been three months since it had been initially submitted to the Licensing Authority for their decision. The player had been a member of the casino for about 2 years and had played various games with both her own money and bonuses offered by the casino. After weeks of internal discussions and communications with the casino, no progress had been made. Therefore, we had recommended the player to seek assistance from the Licensing Authority, specifically eCOGRA. The player had contacted eCOGRA and after some time, confirmed that the issue had been resolved and she had received her funds. We had marked the case as 'resolved' following the player's confirmation and the successful intervention by the official Alternative Dispute Resolution (ADR).
21.com Casino - Player’s account has been blocked.
Amount: €1,500
21.com Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
I played at 21.com casino and recycled all deposits according to the instructions. Suddenly, while making a withdrawal, I received a notification that my account has been closed and the money has been confiscated
Dear katri74,
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.
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. In fact, we discovered that already ten players raised concerns with our Complaints Resolution Center regarding the entire PressEnter Group, involving eight casinos, resulting in 80 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.
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
I don't remember exactly when I joined the casino. Maybe about 2 years ago. I have played live casino games/slot games with the offers/bonuses sent by the casino. I have also played with my own money. As far as I remember, the account confirmation has been done successfully. The casino confiscated my deposited and recycled funds. I also always recycled according to the casino's instructions and more
Thank you, katri74, for the clarification. Could you please forward any relevant communication to petronela.k@casino.guru?
Thank you, katri74. I wanted to touch base with you about some recent complaints we've received from Finish players over the last couple of weeks. We're taking the issue seriously and discussing it internally, and we'll definitely keep you in the loop as we come to a resolution. In the meantime, I was wondering if you could let me know if you've had any successful payouts from this casino in the past and if you know any players that are experiencing the same issue as you.
Your feedback would be really helpful to us as we work to address these concerns. Thanks so much for your patience and cooperation.
I don't know of any other cases. Everything always went well for me. I played the same way and from time to time I raised. Sometimes the withdrawals came through very quickly
Thank you, katri74, for the clarification. 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 katri74,
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.
I have contacted e gorga. I haven't heard back from them yet
I have contacted e gorga. I haven't heard back from them yet
Would it be possible for you to provide any supporting evidence related to your official complaint with the regulator? Once I receive the evidence, I will update the complaint accordingly. Thank you in advance for your cooperation.
Given that you reached out to the official ADR only 10 days ago, kindly allow for a few additional business days for them to review and address your inquiry. Have you received any acknowledgment from them regarding your request at this point?
Could you please forward the original email that you sent to the official ADR to petronela.k@casino.guru? Please forward the email itself, not a screenshot of the email.
Dear katri74,
As you have confirmed that you have submitted your complaint to the relevant ADR we will now close this complaint with the status "Waiting for the regulator's decision".
Once the outcome is known, the complaint can be reopened and updated as necessary.
Please let me know of any further developments (petronela.k@casino.guru).
Kind regards,
Petronela
Dear katri74,
We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.
If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at petronela.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.
Best regards,
Petronela
This case has been resolved with the help of ecorga and the funds have been returned. The sister casinos of the casino in question are not responding to emails and have not returned the money I deposited
Could you please forward the official statement of the Authority to petronela.k@casino.guru? Do I understand correctly that you received funds from your blocked account?
Dear katri74,
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.
I sent a message by email. Yes, 21.com has paid me back the money I deposited
I have received this from you:
Was the case successfully resolved and 21.com Casino paid your winnings?
Dear katri74,
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.
Given the player's confirmation that all outstanding funds have been settled following a comprehensive investigation by the official Alternative Dispute Resolution (ADR), we have opted to mark this case as "resolved." The intricacies of these cases posed challenges for our internal investigation, leading us to defer to the higher authority for resolution. Gratitude to all parties involved in this process.
