21.com Casino - プレイヤーのアカウントがブロックされました。

i have been playing on this casinogroup pressenter group ( ultracasino, justpin, 21.com, neonvegas, RapidCasino.com, NitroCasino.com, CasinoFest.com, XLBet.com) for a while, but recently they just suddenly froze all my accounts, so i cant login or withdraw any of my money ( atleast 24000e, probably more, im still missing some info because they havent provided that to me eventhough i requested it.)

on 14.03.2023 they just sent me email stating that i had broken some rules, which i dont think i had done. i just played like have been playing for a while. they refuse to communicate with me, i have requested case number to make complaint for eCOGRA, but they haven done that. basicly they are just stonewalling and refusing to give me any asnwers why they froze my accounts and havent commented anything to my request to return my funds.

it's a huge sum of money, which i feel they are just trying to steal from me. i noticed there are other similar complaint cases launched against them, and the same basicly happened to me.

Dear samiahma,

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 petronela.k@casino.guru.

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,

Petronela

hi, i will do my best to answer your questions.

i had been playing on those casinos for about 9 months, they never asked me for any added verification, they got their information from registering with trustly. i had been playing mostly casinogames and just few random sportsbets. winnings were accumulated mostly from casino bonus offers.

do i need to make similar complaints for every of pressenter group casinos, or is it okay that they are clumped together on 1 complaint?

Thank you, samiahma, for your reply. Could you please advise how much should be the disputed amount for this specific casino? Do I understand correctly that your account got blocked with an active balance in it?

If you experienced the same problem with other casinos from the same group and there are funds being held, please submit separate complaints for each casino as we keep one thread per casino only. Thank you for your cooperation.

The disputed amount of 21.com is 6311e.

Sorry, I don't understand what you mean by this question about active balance? the entire balance that was in the game account was frozen, so it was my own money, not bonus money.

it's clear, I'll make separate complaints about each site if I can.

21.comin kiistanalainen summa on 6311e.

Anteeksi en ymmärrä mitä tarkoitat tällä kysymyksellä aktiivisesta saldosta? koko saldo mitä oli pelitilillä oli on jäädytetty, se oli siis omaa rahaa, ei bonusrahaa.

homma selvä, teen erilliset valitukset joka sivustosta kunhan kerkeän.

Thank you, samiahma, for the clarification. I corrected the disputed amount from €24,000 to €6,311.

Since we received several complaints from Finnish players describing the same issue with PressEnter Casinos we will discuss this topic internally and get back to you in the following days. Also, I was under impression that you used casino bonuses but now you stated that the confiscated funds were your own money, not bonus money. Have you accumulated your winnings with or without any active bonus, please?

I can't get into the game accounts, so I don't get any confirmation that the accounts were verified. if they asked me for any documents, I sent them. I played slots mostly. maybe sometimes a few bets on sports. I have won before.

en pääse pelitileille sisään, joten mitään vahvistusta en saa siitä että tilit oli vahvistettu. jos he jotain dokumenttejä minulta pyysivät, niin ne lähetin. Pelasin kolikkopelejä enimmäkseen. ehkä joskus muutaman vedon urheiluun. Olen saanut voittoja aiemmin.

Thank you, samiahma. I wanted to touch base with you about some recent complaints we've received from Finish players over the last couple of weeks. We're taking the issue seriously and discussing it internally, and we'll definitely keep you in the loop as we come to a resolution. In the meantime, I was wondering if you could let me know if you've had any successful payouts from this casino in the past? Your feedback would be really helpful to us as we work to address these concerns. Thanks so much for your patience and cooperation.

I have received successful payments.

olen saanut onnistuneita maksuja.

Thank you, samiahma, for the clarification. As I mentioned previously we will discuss the issue internally and get back to you in the upcoming week. Thank you for your patience.

We have addressed the topic as promised 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. In fact, we discovered that nine players raised concerns with our Complaints Resolution Center regarding the entire PressEnter Group, involving eight casinos, resulting in over 70 active cases. The investigation is being conducted by the entire group of casinos carefully, and we have already informed the affiliate team of PressEnter casinos. We appreciate your patience as the casinos gather evidence and work towards resolving the matter. Thank you.

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 samiahma,

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, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.