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

Hey,

Dear Casinoguru representative, I am writing to you because I have been the target of abuse.

I have played PressEnter Group Casinos (21.com, Ultracasino, Nitrocasino, Neonvegas, Justspin, Rapidcasino, Casinofest and Xlbet).

All my game accounts were closed with one email on 14.3. Below is the message I received from them. The message says that they confiscated all the winnings and bonuses left in my game account. However, most of the balances in my game accounts were my own deposited money. And they've taken everything. The balance of all eight of my game accounts was around 20,000 euros in total. Which is a huge amount. Despite my requests, they have not returned my money, nor have they commented on the matter. My attempts to communicate with that casino are to no avail. I am now turning to you and I hope you can help me.

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

My balance was 5296 euros when 21.com casino closed my account. This balance was only my own deposits, there were no winnings! I have played with my own money and the daily free spins offer and occasional deposit offers at this casino. They were offering personal deposit offers at an accelerating rate. Because of this and the high withdrawal fee, the balance of my game accounts has grown to a large size. To me, their campaign seems Mostly like a trap to get the customers to deposit a lot of money and then they close the account without any explanation.

I started playing at 21.com casino in 2021. The game account has not been confirmed (they haven't asked for the information). I have made my deposit to the casino with Trusly.

I have played by their rules. When I inquire about how I have broken their rules, they don't answer me, so I don't know where I have broken rules. But I see from your site that I'm not the only one complaining about them lately.

I have also asked them for an "Operation Internal Complaints Reference" number to use to take the matter to eCOGRA. But to no avail.

It seems terribly rude that all of this is reported from all the Casinos with only one message. The total amount they took from me is huge!

It would be a relief if you could help me, communicating with Casino is like talking to a wall. Thank you in advance for your help.

Kindly, Najas

Hello Najas,

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

Hello Nick!

I started playing at 21.com casino in 2021. The game account has not been confirmed (they haven't asked for the information). I have made my deposit to the casino with Trusly.

I have played with my own money and the daily free spins offer and occasional deposit offers (casino) at this casino. I have claim bonuses all in those casinos. Yes, they closed all of my accounts at once.

Last time I when I contact with the casino.. I have asked them to send me "Operation Internal Complaints Reference" number and also the missing information of Xlbet and the Casinofest (invoking the GDPR law). It was March 22. (they have communicate only through 21.com's customer service). I have not received the information I requested.

Thank you for taking care of this case!

Kindly, Najas

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

Ok, thank you Nick. I will wait for your decision.

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.

Thank you, I appreciate your work.

Can you tell me how long I have to wait?

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. 

Hey Nick,

Can I email them the complaint I have attached here or should it be more formal?

If this is the case, could I get help formulating a complaint from you?

Kindly, Najas

Dear Najas,

You can describe the issue same way as you did here, they will definitely understand it. They will probably request more details from you but they should have access to all casino data so it will be much easier for them to resolve your issue.

Ok, and do you want this discussion to be kept active until I get some results?

I noticed that my other complaints have expired and the reason is that "the player has stopped responding".. shouldn't it be more that the "casino didn't respond to the case"?

Dear Najas,

They were marked as rejected as there was no direct answer from you but I'm going to change the status of it - they will still remain closed however their status will be as waiting for the regulator's decision. This one will be closed as well and I would like to ask you to e-mail me to nikolas.b@casino.guru as soon as you receive any kind of response from the licensing authorities or there would be any update from the casino in this case.

Is there anything else for now? Did you already contact the license?

Dear Najas,

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.

Hi Niklas,

I have been working on the applications, I will send them in the next few days.

Thank you very much for all your work. I'll let you know when things progress.

Hello Najas,

Please send any further update regarding your case to nikolas.b@casino.guru as the complaint will be now marked as waiting for the regulator's decision.

Regards,

Nick

We have contacted the player in order to request a decision from the licensing authorities. Unfortunately, the player could not provide the requested information and stopped responding, therefore we will be rejecting the complaint.