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

i was playing on pressenter group ( ultracasino, justpin, 21.com, neonvegas, RapidCasino.com, NitroCasino.com, CasinoFest.com, XLBet.com) casinos, using casinobonuses and freespin offers and also playing with my own money. recently they sent me email stating i had broken some rules and closed all my accounts and froze my funds.

I asked them what rules i broke, and demanded that they would send back my money in my accounts, but they haven't communicated back. it's been like a week since then.

i had over 22000e spread among all my accounts, so its quite a big sum of money. i feel like i didn't break any rules, and they are just trying to steal my money.

Hello kenkahelena,

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

I created the accounts through trustly, and the casino got all the personal information from it. more than that, they did not ask for any confirmations at any point. I created the accounts sometime in May 2021, as I recall, and played there regularly after that.

I played Casino games and used casino bonuses while playing.

the last reply from the casino came to the e-mail on 20 March 2023, which only stated that the matter has been transferred to the relevant department for processing, no answers were given as to why the accounts have been frozen or whether they intend to pay my money back as I requested.

Hello kenkahelena,

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

I filed a separate complaint about other separate casinos as well.

Dear Najas,

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 closure, we will be discussing your complaints with our team this week.

We will provide a relevant answer after that.

Regards,

Nick

Dear kenkahelena,

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.