The player from Austria had his welcome bonus winnings cancelled due to depositing by a restricted payment method. We ended up closing the complaint as ‘unresolved’ because the casino's decision was against our Fair Gambling Codex.
21 Prive Casino - Player’s bonus winnings have been voided.
Black points: 522
Amount: €1,100
21 Prive Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
2 years ago
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3 years ago
Dear Ferenzano,
Thank you very much submitting your complaint. I’m sorry to hear about your problem. I have checked Welcome Bonus terms and conditions (https://www.21prive.com/index.php?page=promotions&promo=welcome-bonus), and this is what I found:
"Deposits made via Skrill or Neteller are not eligible for the welcome bonus and if taken, the casino reserves the right to confiscate all winnings."
Please could you advise how was the bonus triggered in your account? Did you activate it in your account or was it done automatically? Did the casino inform you that deposits by Skrill are eligible for receiving this bonus?
Please, forward all the relevant communication between you and the casino to kristina.s@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
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Additional comments from Ferenzano:
"I would like to add something to my case! I have now been banned just because I have cancer in my eyes a cheek! And I don't even get to my deposit money in the amount of 100 euros that was credited to my account! I still have something like that Never experienced it! Thank you for helping me! m***@gmail.com attached the sudden lock !? Regarding my complaint 21Privecasino! Kind regards, Manuel P ***! "
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3 years ago
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? I was informed about this, but only afterwards! I paid 50 euros and then had 100 on my account. So automatically, I didn't think anything because I had something like that at online casinos and never had any problems! Because if the bonus is not available at Skrill, it will not come! But I asked in the chat? It was written Please give me the code to check your account 0903 Then wait a minute, then I was informed that everything was ok, I just had to implement that, I knew that! To be on the safe side, I asked how high the stake should be to implement it? I got the answer 5! I came to about 1700 euros and when I had implemented it to 1100 euros! Then went to payout got an email that said my payout was in the pending phase for 24 hours! The next day after the 24 hours I asked again about the 24 hours because they were already over! I was told it was 48 hours! The third employee then told me it was 72 hours, then why I wrote 72? She said sorry typo it was all right! Then I got an e-mail that my winnings were confiscated! because I would have been insulted! I wrote that I have cancer and take medication that I may have overlooked something but that can't be because I asked several times in the chat and was told everything is fine! Then I got an e-mail that I would be banned from all bonuses but still allowed to continue playing! Then I wrote the problem again and then I got an email that I was banned from the entire network because I was addicted to gambling! I said what has my cancer got to do with gambling addiction? I was also credited 100 euros instead of 50 euros that I deposited to play !? In my opinion, that’s the bonus again !? I don't dare to play anymore! In the last email I was told again that I am blocked and that I would get 100 euros but nothing came! As I said, I've never experienced anything like that and I thank you for your efforts!
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3 years ago
Thank you very much Ferenzano for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Hi Ferenzano,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite 21 Prive Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
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Ok, thank you very much Peter for the effort! For your information, I have not received any more answers from the casino to my last correspondence! Also my credited money which I was informed in writing that I get it back I did not get it! No feedback either! Yours sincerely!
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3 years ago
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Dear Sir or Madam, I have contacted 21 Prive Casino again with regard to the 100 euros for the goods on my account! And got this message by email! 
But I have not received anything on my Skrill account or no confirmation from Skrill by e-mail that I automatically receive when I make a payment or receive an entry on my Skrill account. Automatically receive! As in the email, I did not receive a confirmation from my colleague Janica from April 10th, 2021! 
For information and best regards!
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3 years ago
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Update! ! 100 Euro was transferred to me from 21Prive Casino today and I received the money! As for the other, it has not yet been clarified! Yours sincerely!
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3 years ago
Hi Ferenzano,
Thank you for the update. We haven't heard from the casino yet.
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3 years ago
Hi ferenzano,
Thank you for your review.
Kindly note that the Welcome Bonus is not automatically applied to accounts, and customers are required to select the offer in order to claim it.
In referencing your dispute, we confirm that the winnings were confiscated due to a breach of clause 11 the Welcome Bonus Terms https://www.21prive.com/index.php?page=promotions&promo=welcome-bonus&scrollTo=promoterms which confirm "Deposits made through Skrill or Neteller do not qualify the player for the welcome bonus and if made using these methods 21Prive reserves the right to confiscate any winnings."
We also confirm that the deposits of €100 was returned to your Skrill account on 16th April 2021, and we are pleased to hear that you have since received it.
Should you have any further queries in this regard, we encourage you to contact our Complaints Team on complaints@21prive.com
Kind Regards
21Prive
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3 years ago
Translation
Thank you for your response! But there are points in my case that have not yet been fully understood! Regarding my lock bonus then total lock etc ..... The next question would have been to what extent I would have been able to trust the employees in the statements in the chat if I was told that everything was OK when asked several times !? At 0903 your account will be checked, etc. If you as a customer assume that things are going the right way! I am also aware that you can activate bonuses, but in my case when I had 100 above I just asked! Gday Casino is part of your network and had paid in with Skrill but never or no problems! Many casinos are also trying to improve their customers! In this regard, my suggestion would be that it might make sense that the employees in the chat also announce when asked, because 50 euros are money for customers, no matter how it is paid in! And the customer would regard such a bonus as pointless whether connected automatically or with one click because he would then know that in the event of a win his profit would not be paid out anyway! In many casinos, such things are a matter of goodwill, one would also have to be able to say in retrospect, please pay attention to the next time, etc ...... Then many customer reviews, which are also very important for casinos, would turn out to be more positive! Sincerely, 0903!
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3 years ago
Hi all,
Thank you for your replies.
Dear Prive21 team,
If I understand it correctly, the player received the bonus even though he wasn't supposed to, right? How did this happen? If he received the bonus and was assured by the support that everything was alright, I see no reason why the player shouldn't get paid in full.
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3 years ago
Hi Peter,
The customer opted to claim the bonus despite the fact that the specific terms of the Welcome Bonus https://www.21prive.com/index.php?page=promotions&promo=welcome-bonus&scrollTo=promoterms clearly stipulate that deposits using Neteller/ Skrill are not eligible for the welcome bonus offer.
This was as such a breach of clause 11 of the welcome bonus terms which confirm "Deposits made through Skrill or Neteller do not qualify the player for the welcome bonus and if made using these methods 21Prive reserves the right to confiscate any winnings" - the winnings were thus confiscated.
Should the customer wish to further dispute the matter, he is welcome to refer to our our Complaints Team on complaints@21prive.com, who will be able to review the matter in full and provide further guidance on the Complaints and Disputes Procedure.
For your reference, we confirm that details pertaining to this process, as well as our approved ADR’s are also outlined in clause 21 of the terms and conditions https://www.21prive.com/index.php?page=terms.
Trusting this provides some clarity on the matter.
Regards
21Prive
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3 years ago
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Dear Sir or Madam from 21Prive Team! Since your answers are always the same anyway, although the facts were and are completely different, there is no explanation for me in my case! Questions are not answered which I think is a shame! In this case I will have no choice but to call this dubious! Clause 11 has nothing to do with the whole of the facts described! Since I don't get my money anyway, it would have been my concern that the whole process of 21Prive Casino did not go properly! And much more ...... What a pity this is not an open discussion for me! Yours sincerely! I reserve the right to publicly call this dubious!
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3 years ago
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What irritates me a little is that you get the welcome offer on your first deposit, right? At this point I have already paid in several times! And as I said, it was as described above! Yours sincerely!
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3 years ago
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info!!! ok it could be the fifth deposit! With best regards!
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3 years ago
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Hi Peter! I want to hold on again! When I had instead of 50 euros 100 upstairs in the chat with 0903! Even if all of this is in the bonus conditions, it would also be important if employees were to disclose such details when checking the account! And I've written different ones to myself! The confirmed that everything is in order! Who else should I have turned to, or who else can I talk to? With best regards!
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3 years ago
Hi ferenzano,
I will discuss your complaint with our management on Wednesday and get back to you.
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3 years ago
Hi all,
I discussed the issue with our management and we are convinced that the player should get paid in full. Although the information that "deposits made via Skrill or Neteller are not eligible for the welcome bonus" can be found in the casino's T&Cs, you still let players make the deposits via Skrill and Neteller and grant them the bonuses they are not eligible for. We consider this to be kind of a trap for players who rarely read the whole T&C's. Especially, if there is an easy software fix for this. Many casinos use a feature that doesn't let players take a bonus when they use a restricted payment method. Therefore, we would like to ask you to reconsider your decision to cancel the player's winnings.
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3 years ago
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Dear Peter! That's how I saw the situation myself! In addition, there are also the questions in the chat where everything was stated to be okay! As already mentioned, I have never had such a case! And of course I would be happy if I would at least receive my winnings! Thanks and best regards!
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2 years ago
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It's a shame that 21 Prive Casino is not able to answer, that's what happened to me! And when it comes to truth-related questions you get banned! Sad thing! Yours sincerely!
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2 years ago
Dear Peter,
Whilst we appreciate your feedback, in referencing our previous response, we again reiterate that the customer was in direct violation of our terms and conditions.
Should the customer wish to further dispute the matter, he is welcome to refer to our Complaints Team on complaints@21prive.com, who will be able to review the matter in full and provide further guidance on the Complaints and Disputes Procedure. Furthermore, we confirm that details pertaining to this process, as well as our ADR’s are also outlined in clause 21 of the terms and conditions https://www.21prive.com/index.php?page=terms.
Upon receipt of such dispute, we would be able to present our case in full. For any referral made to any of the listed ADR’s, the ruling reached by the ADR Provider will be considered final by all parties.
Trusting this provides clarity on the matter, we ask that you kindly close and resolve this dispute please.
Regards
21Prive
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2 years ago
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And lastly! I have not violated the terms and conditions because I was repeatedly told in the chat that everything was okay! And furthermore, I am of the opinion that, as Casino Guru has already written, this also represents a kind of trap for future players or customers as far as the deposit is concerned because that is also money for customers! As I said, I'll post this case on whatever reviews I can find! Because I see this case as not solved! Yours sincerely!
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2 years ago
Dear ferenzano,
Kindly note that the email address reflected in your screenshot (beschweren@21prive.com) is incorrect.
The correct email address is complaints@21prive.com
Trusting this helps.
Regards
21Prive
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2 years ago
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Dear Ladies and Gentlemen! In my last example with regard to the e-mail address you can see that the employees of 21Prive Casino are not able to stay with the truth and to give customers the "TRUST"! That's how I see the whole case! Yours sincerely!
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2 years ago
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I would like to say that as a customer I am very disappointed with the information from 21prive Casino! This misinformation for customers is bad! Also visible on the page here with the note complaints@21prive.com 
Here you can see it 
In the last sentence! Then 
complain! 
Last that 
!!! ??? Dear Peter, none of these addresses can be sent !!! What is still to be taken seriously about it ??? Thank you very much!!!
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2 years ago
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Good error was detected! The problem is with the translator!
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2 years ago
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So problem was recognized it was the translator! With best regards!
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2 years ago
Hi all,
Thank you for your replies.
Dear 21Prive team,
Since our decision above was based on a discussion with our management, I'm afraid, it will not change unless the player gets paid his winnings in full.
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2 years ago
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Hello! I think that would be a good thing for both sides! With best regards!
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2 years ago
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Dear Peter, I also contacted the complaints team! But no answer has been received until now! With best regards!
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2 years ago
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Info Dear Peter! Still no response to the complaint, not even my requested deposits and withdrawals that are legally to me! With kind regards!
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2 years ago
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Dear Peter ! No response from complaint from 21 Prive Casino! You get this offer to get in touch, but no answer! This thing is also very questionable for me and dubious to customers! With best regards!
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2 years ago
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Dear Peter ! No response from complaint from 21 Prive Casino! You get this offer to get in touch, but no answer! This thing is also very questionable for me and dubious to customers! With best regards!
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2 years ago
Dear Ferenzano,
I'm afraid that the casino stopped responding to this complaint. Our standpoint is clear, you should get paid in full. Unfortunately, we can't force the casino to pay you. We will close this complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.
Best regards,
Peter
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