21.com Casino - The player's account got blocked.

i was playing on all the 8 Casinos run by PressEnter Group through their company PB Group;

RapidCasino.com

21.com

NeonVegas.com

UltraCasino.com

JustSpin.com

NitroCasino.com

CasinoFest.com

XLBet.com

on the 14th of march i received an email that all my accounts had been deactivated and the funds confiscated. i had atleast 12500e distributed among the accounts (still havent received info on casinofest and xlbet even though i have requested, so there is even more money there). i requested they send me my balance on my bank account, but they are just stonewalling me with generic messages and don't give any explanation further why they froze my accounts, and haven't given me any answer to my question about returning my money.

here's the email they sent me:

On Tue, Mar 14, 2023 at 01:47 PM, "Anni" wrote:

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

Hello will0w,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 21.com Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the group blocked all your accounts at once? Did you play casino games or sports betting there? Did you claim bonuses in all of the casinos? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, thank you for taking time to help me. to answer your questions:

my account was verified, i had been playing there for many years, probably from 2019 or 2020.

They blocked all my accounts at once, after receiving the email on 14th of may 2023 infroming me about it.

i played mostly casinogames and very little sportsbetting. i did claim bonuses on all of the casinos.

Last time i spoke with them was like 5 days ago, they just sent me generic answer to my request to explain why my accounts were blocked and if was getting my money back, which didn't answer any of my questions. after that its just been silence. they didn't even provide case id number which i could use to make a complaint to eCOGRA.

Hello will0w,

Did they specify the reason of the block? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

in the original message, the reason was given as:

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.

should complaints be filed separately for these different casinos (8 pieces) or is it enough to have this one complaint process open?

Hello will0w,

As I can see you've already submitted complaint on each casino. As your case is related to an entire casino group not just a single casino, and the issues is a little more complex than an usual account-block and we will be discussing your complaints with our team this week.

We will provide a relevant answer after that.

Regards,

Nick

Dear will0w,

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.

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. 

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.