21bets Casino - Player’s withdrawal has been confiscated.

Hi,

I played at 21bets.com from Sweden, without using a VPN, proxy, or any prohibited tools. After making a withdrawal request of €395.48, I received an email saying the withdrawal was canceled due to "breach of T&Cs 12.10", which lists several possible issues like VPN use, fake documents, bonus abuse, etc.

However, I did none of those things.

I provided a real Swedish ID, a real bank statement, and a real certificate of residence – all official documents. I have never used a VPN, I did not abuse any bonuses, and I never broke any rules.

I asked support for a specific explanation or evidence, and I got this:

"Please be informed that our decision is final and was made in accordance with our terms and conditions."

"Our Terms and Conditions are approved and authorized by the licensing regulator..."

They refuse to say what exactly I did wrong.

This is clearly an unfair decision, and I ask AskGamblers to assist in getting my rightful winnings (€395.48) restored.

Thank you in advance.

Dear colafjert,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you for your response. I really appreciate your willingness to help.

To answer your questions:

I only played sports betting.

Yes, I received confirmation that my account was successfully verified. I submitted a valid Swedish ID, a bank statement, and a certificate of residence. I was not told that anything was wrong with the documents at any point. It has been verified as seen on the image (KYC verified).

I did not have an active bonus while playing. All winnings were accumulated with real money only.

Let me know if you need anything else from me.

Best regards,

Emil

Thank you for your reply, colafjert. I apologize, but if you only placed bets on sports betting and your winnings have been confiscated, the casino probably detected activity that led to this decision. Since we don't have enough insight into this field of online gambling, we wouldn't be able to interpret the casino's results of the investigation and/or their explanation correctly and judge this case fairly. We don't think that your complaint is unjustified, we just couldn't evaluate the issue properly. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are forced to close this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.