The player from Germany has a significant payout of 53.53 SOL withheld by 21.com after the casino accused him of fraudulent activity relating to simultaneous bets on roulette with another account. He denies having any connection to the other account and alleges that the investigation lacks evidence to justify the account closure and confiscation of his balance. He seeks an independent review of the situation as he believes the circumstances are a coincidence.
21.com Casino - Player's account has been closed due to fraudulent accusations.
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21.com Casino
Safety Index 6.3 Below averageCase summary
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3 days ago
Translation
I played at 21.com and fully verified my account.
I have requested a total payout of 53.5291429251 SOL.
21.com stopped the payout and then accused me of fraudulent activity. I was surprised because I hadn't done anything wrong or illegal. After several inquiries, an explanation finally came.
The specific allegation concerns roulette bets placed at the same table: Bets on red and black were allegedly placed simultaneously, or with corresponding amounts, from my account and another account.
From the beginning, I have denied owning or controlling a second account, or having coordinated bets with another player.
I only bet my real money on roulette (it was almost exactly €200) to try and flip it; if I won, I would have cashed out, and if I lost (which is what happened), I would have...
Bonus money was played.
Therefore, in my view, the corresponding roulette bets could only have been a coincidence.
I have repeatedly asked 21.com to specifically check whether there is any connection between me and the other account – e.g., using IP addresses, account data, KYC/verification data, or other technical information.
21.com initially stated that the case would be reviewed again together with the game provider.
Subsequently, 21.com informed me that the investigation was complete and the suspicion was confirmed - but they refuse to provide me with ANY evidence - and there can't be any because I did nothing wrong!
My account was permanently closed and my balance was completely invalidated and not paid out. The account is now...
blocked.
Despite repeated requests, 21.com has not provided me with any concrete evidence or verifiable technical findings that actually prove the other account was linked to me.
Instead, they merely referred to "platform integrity", internal audits and security procedures, and pointed out that the terms and conditions state they can simply block my account as they please.
I am not requesting any personal data from the other player, nor am I asking for disclosure of internal security systems. I simply want to know what specific information justifies linking the other account to me. I emphasize again: it MUST be an unfortunate coincidence; I have done nothing of the sort.
Important note: I did not win any prizes with the roulette bets in question. My winnings were generated using my bonus balance through regular slot play.
Since 21.com has not provided a plausible explanation for the confiscation, I have already filed a complaint with CADRE and would now also like to ask Casino Guru for an independent review and support.
My main concern is that it is investigated whether 21.com actually possesses sufficient evidence of a connection between me and the other account (which is impossible) and whether the complete withholding of my balance is justified, since, as I said, the winnings have absolutely nothing to do with the accusation.
Should you require any documents - I have screenshots of my requested payout and of course all email correspondence with 21.com.
Best regards
Tommiking
Automatic translation:
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5 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 hours ago
Hello,
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 please specify what bonus you used and provide the relevant bonus terms that applied at the time?
- Is there any chance that someone from your household or using the same IP also created an account at this casino?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
