21bets Casino - Player’s winnings confiscated after self-exclusion.

21Bets have removed 4,816 Euros from my account after I self excluded in order to protect myself. All bonus terms were met and funds were 100% withdraw-able, however after weeks of withdrawal emails they emailed a response allegeding I’d breached no less than 24 of their terms. All completely obscure and untrue with no breakdown of facts or information. I believe that 21Bets have brought the integrity of the betting industry into dispute by refusing to honour the contracted bets made and obligation to pay out winnings due to the amount of winnings, and due to the knowledge of my self-exclusion. I have sent a comprehensive response after refusal of their obligations to which I’m awaiting response before seeking further legal action. I will continue to pursue this ongoing until the issue is resolved. 

Dear Farrofresh1,

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.

• Could you provide clarification regarding the date you initiated self-exclusion and the specific reason you provided for blocking your account?
• Have you previously informed the casino about any gambling-related issues during your interactions with them?

Please forward any relevant communication 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

Dear Farrofresh1,

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 regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.