Rapid Casino - Player’s account has been blocked.

Rapid Casino banned my account and confiscated my money.

I have been playing at PB group quite a lot. The promotions were good and the sites seemed trustworthy. On 11.3 I noticed the withdraw page was turned into "You haven't identified yourself yet, please make a trustworthy deposit". I made some deposits and continued playing, but the page didn't change. The sites PB sites seem to be very connected so I asked the 21.com customer support about that and they told me there shouldn't be any problems and I can continue playing. I made some more deposits.

Then 14th of march I got an email from 21.com:

"Hey,

As I am sure you are aware, under our terms and conditions we have the right to review account transaction information and if we suspect that a player has engaged in illegal gaming, we have the right to close and freeze the account and confiscate bonuses and winnings obtained as a result of illegal/violating gaming.

Following your recent withdrawal requests, we have reviewed your information and have reasonable grounds to suspect that you have used our services in bad faith and in violation of our terms and conditions.

In accordance with terms 17 and 20, we have decided to close your gaming account and any other accounts you have with us, and we will confiscate any winnings remaining on your account and any bonuses you received in breach of our terms.

Regards,

21.com

Anni"

translated by google:

"Hey,

As you know, in our terms and conditions we have the right to full account transaction information, and if we suspect that a player has engaged in gambling, we have the right to close and freeze the account and confiscate bonuses and winnings received due to non -payment/abusive gambling.

Following your recent withdrawal requests, we have reviewed your information and have reasonable grounds to suspect that you have used our services in bad faith and in violation of our terms and conditions.

In accordance with terms 17 and 20, we have decided to close your Gaming account and all other accounts held by us and confiscate any winnings remaining on your account and any bonuses you received in breach of our terms.

Regards,

21.com

Anni"

So they banned me and confiscated the money I had on my Rapid Casino account. That money left on the account was money I had deposited and played with, so no bonus money or bonus win money there. I didn't break any promotion rules. I played the allowed games, didn't bet more than €5 per round etc. Now it looks like some of the games I used to play are not playable with bonus money but when I played them they weren't.

The terms 17 and 20 are very vague so I don't know why they banned me and they refuse to tell me. They don't answer my emails anymore.

They just gave me bigger and bigger deposit bonuses before confiscating the money. Can you please look into it? Thanks!

Dear mik2, 

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please? 

If there’s any relevant communication, please forward it to nikolas.b@casino.guru. 

In the last few weeks, we received several complaints from Finnish players describing the same issue with PressEnter Casinos. We addressed the topic during our internal meeting. While we acknowledge that some complaints were submitted up to a month ago, we also need to take into consideration that investigating such matters can be time-consuming. The investigation is being conducted by the entire group of casinos carefully, and we have already informed the affiliate team of PressEnter casinos.  

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

Best regards, 

Nick

Hello Nick!

I registered my Rapid casino account 5th of february. I used Trustly to deposit and my account was verified. The Trustly withdraws also worked fine until 11th of march when the withdraw page was replaced with "You havent indentified yourself yet, please make a trustly deposit".

I played slot games at Rapid casino.

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. 

Seems like I have to contact eCOGRA. Ill report how it goes. Thanks for the advice Nick!

Hello mik2,

We will be now closing the complaint as unresolved until you get an answer the licensing authorities so please if you do, let us know as soon as possible.

Wish you best luck.

Regards,

Nick