The player from Thailand had her winnings capped without further explanation. The casino failed to respond and we were forced to close this complaint as 'unresolved'.
21 Grand Casino - Player’s winnings have been reduced.
Black points: 387
Amount: €2,282.5
21 Grand Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.5
21 Grand Casino has a Safety Index of 1.5, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Dear Jidapa,
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. Have you accumulated your winnings with or without an active bonus? If you have redeemed any promotional offer, please specify which one was it. You can forward its name or a specific link when replying.
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 your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
I deposited 250 EUR and the bonus amount I received is 247.50 EUR.
My total winning balance is 2,782.50 EUR and so far, they only paid me 252.50 EUR.
I forwarded the email promotion to petronela.k@casino.guru
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2 years ago
Thank you very much, Jidapa, for the forwarded email. I checked the general bonus terms and conditions (here) but I couldn't find any maximum cashout restrictions that would apply to the promotional offer that you have received.
I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Jidapa!
From now on, I will take care of your complaint. I would like to invite representatives of 21 Grand Casino into this complaint in order to provide us with an explanation and help us to resolve the issue.
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2 years ago
We have not received any reply from the casino so far. We are extending the timer by 10 days. If the 21 Grand Casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.
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2 years ago
Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you won’t come across a problem like this again.
The casino can reopen this complaint anytime.
