Ultra Casino - The player's account got blocked.

Hi, all my accounts were recently banned by the pressenter group, and they refuse to return my balance to my bank account. i received email stating that i had broken some rules and they were gonna close all my accounts and hold all my funds. I played on casino games with bonus money and fs offers and with my own money on 8 of their casinos (RapidCasino.com, 21.com, NeonVegas.com, UltraCasino.com, JustSpin.com, NitroCasino.com, CasinoFest.com, XLBet.com)

they have frozen atleast 23000e of my funds. i tried communicating with them after the email i received, but it's going nowhere. they refuse to answer what rules i presumably broke, or answering if they are going to return my money.

i will attach the email they sent me, it's in finnish, my native language, hope it's not a problem:

Anni from Customer Service <support@21.com>

Hei,

Kuten varmasti tiedät, meillä on ehtojemme mukaisesti oikeus tarkistaa tilitapahtumatiedot, ja jos epäilemme, että pelaaja on osallistunut sääntöjenvastaiseen pelaamiseen, meillä on oikeus sulkea ja jäädyttää tili sekä takavarikoida bonukset ja voitot, jotka on saatu sääntöjenvastaisen/rikkomuksellisen pelaamisen seurauksena.

Viimeaikaisten kotiutuspyyntöjesi jälkeen olemme tarkastaneet tietojasi ja meillä on perusteltu syy epäillä, että olet käyttänyt palveluitamme vilpillisessä mielessä ja ehtojemme vastaisesti.

Ehtojen 17 ja 20 mukaisesti olemme päättäneet sulkea pelitilisi ja kaikki muut tilisi, joita sinulla on meillä, ja takavarikoimme kaikki tilillesi jääneet voitot ja bonukset, jotka sait ehtojemme vastaisesti.

Ystävällisin terveisin,

21.com

Anni

rekisteröin tilini noin 4 kuukautta sitten. kyllä, kun he pyysivät minulta vahvistusta, lähetin heille, ja ne hyväksyttiin. Olin pelannut kasinopelejä ja suurin osa voitoistani tuli bonustarjouksista, osa luultavasti pelaamisesta ilman bonusta.

Hello veeti2002,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ultra Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did the group blocked all your accounts at once? Did you play casino games or sports betting there? Did you claim bonuses in all of the casinos? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

i cant remember if the casino ever asked me for any other verification other than i made my accounts with fast deposit via trustly, so they got all my personal information from that. if they asked for verification then i provided them with that. i have made several withdrawal earlier from these casinos with no problem. They blocked all my accounts at once.

i played casinogames. i did use bonuses in all casinos. Last time i spoke with them has been 2-3 weeks, and they refuse to give me any answers why they froze my accounts, just general replies that dont actually provide any useful information.

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. 

Dear veeti2002,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.