The player from Buenos Aires filed a formal complaint against casino 21.com for the unjustified confiscation of funds amounting to ARS 446,801.26, claiming a lack of transparency from support. He disputed the casino's claim that he had made three large bets, providing evidence of smaller bets and inconsistencies in the support's responses. He sought intervention to recover his confiscated funds. The complaint was closed due to the player's lack of response to the Complaints Team's requests for additional information and game history needed to further investigate the case. The player retained the option to reopen the complaint by resuming communication.
21.com Casino - Player's funds have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: $446,952 ARS
21.com Casino
Safety Index 6.3 Below averageCase summary
Discussion
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2 months ago
Translation
Hello to the Casino Guru team.
I am opening this formal complaint against casino 21.com due to the unjustified confiscation of my funds totaling ARS 446,801.26 and the total lack of transparency on the part of their support service.
Details of the incident:
I had an accumulated balance of ARS 446,952.26 (which was listed under the "Bonus" category in my account, as you can see in the first attached screenshot). Suddenly, my balance completely disappeared from the screen, leaving the account at just ARS 151.
The casino's false response:
I contacted technical support on four (4) separate occasions. On all of them, the agents responded verbally that the balance had disappeared because I supposedly made "three consecutive bets of ARS 144,000 each."
When I requested proof or technical records of these bets, the agents flatly refused to provide them, arguing that "internal policies do not allow it," forcing me to review my 'Bets' section myself (I have attached screenshots of the chats with agent Jenesis). In that conversation, the agent explicitly stated in writing that the alleged bets had been placed "at 10:15 AM Argentine time."
Conclusive evidence of falsehood and fraud:
Following support's instructions, I accessed my gaming history on the 'Sweet Bonanza' slot machine and took a clear screenshot (which I've attached as conclusive proof). Analyzing the history mathematically demonstrates two serious lies by the casino:
My actual bets were for smaller, normal amounts (ARS 50 and ARS 100 withdrawals). There is absolutely no record of the three alleged bets totaling ARS 144,000 that technical support used as an excuse to empty my account.
The platform's transaction IDs record movements at 13:15, which openly contradicts the written statement of the support agent, who assured that they occurred at 10:15 AM.
Application:
It has been proven that the casino illegally confiscated my bonus balance using false pretenses and by withholding information. I request Casino Guru's intervention to compel 21.com to provide its official server records and return all of my confiscated funds.
Automatic translation:
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2 months 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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2 months ago
Hello, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history covering the exact time of the incident along with any relevant communication to attila.g@casino.guru? Additionally, could you please attach a screenshot directly from the game, displaying the maximum available bet size?
Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Attila
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2 months ago
TranslationHello Attila,
I have attached the requested evidence. As you can see in the screenshots, my bets on Sweet Bonanza were $50, $100, and $125 ARS, far from the alleged $144,000 ARS bets the casino attributes to me. Furthermore, I have attached a screenshot of the game menu showing that the maximum limit allowed by the system is $30,000 ARS, mathematically rendering the casino's accusation impossible. My confiscated balance is also shown to be zero.
I await your help. Thank you very much!
Hi Attila,
I am attaching the requested evidence. As shown in the screenshots, my bets were $50, $100, and $125 ARS on Sweet Bonanza, far from the alleged $144,000 ARS bets the casino claims I made. Additionally, I am attaching a screenshot of the game's menu, proving that the maximum bet limit allowed by the system is $30,000 ARS, making the casino's accusation mathematically impossible. My confiscated balance leaving my account near zero is also visible.
I look forward to your help. Thank you very much!
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1 month ago
Thank you very much for your response. Based on one of the screenshots you sent me via email, it seems that the funds were credited as bonus funds. Could you please confirm whether these winnings originated from a bonus?
Additionally, in order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.
Thank you in advance for your reply.
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1 month ago
Dear cuartetero_87,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Attila
Casino.Guru
