21.com Casino - プレイヤーの賞金は没収されました。

Hello

I won a total of €8,806 from a casino called 21.com from 19.2 to 22.2. I waited for withdrawals for a little over a week until I found out that my winnings had been confiscated and €45 had been returned to my balance. The reason for this was a violation of the bonus terms and conditions. According to them, I had another account with them (sister casinos) even though I have played there with the same bank details and my account has been KYC-verified at all the group casinos I have played at. According to them, I violated the bonus terms and conditions because I gave them the "wrong" email address. Currently, I only have my email in use: . And not my old email (: ) which I gave to their sister casinos a couple of years ago, I don't use this old email anymore. A bit shady to deny my winnings because of a new email, because there was no such rule on their website that they would cancel my winnings just because of an email. Really disappointed with the casino's behavior. I have been in contact with the streamers who promote this casino, and one of them has tried to help me in the situation. I have screenshots of withdrawals and parts of the winnings on my computer, I can send them to you if necessary. There are also emails.

Hei

Voitin 19.2-22.2 yhteensä 8806€ 21.com nimiseltä kasinolta. Kotiutuksia odottelin vähän yli viikon, kunnes sain tietää että voittoni on takavarikoitu ja saldooni oli palautettu 45€. Syynä tälle oli bonusehtojen rikkominen. Heidän mukaansa minulla oli toinen tili heille (sisarkasinoille) vaikka olen samoilla pankkitunnuksilla pelaillut sielläkin ja kaikilla konsernin kasinoilla millä olen pelannut tilini on KYC-vahvistettu. Heidän mukaansa rikoin bonusehtoja, koska annoin heille "väärän" sähköpostiosoitteen. Minulla on nykyään käytössä vain sähköpostini: vilzujarvi@gmail. Eikä vanha sähköpostini (:vilzujarv@gmail.com) minkä annoin heidän sisarkasinoilleen joskus pari vuotta sitten, en käytä tätä vanhaa sähköpostia enään. Vähän hämärää toimintaa uuden sähköpostin takia evätä voittoni, koska tälläistä sääntöä ei heidän sivuillaan lukenut, että pelkän sähköpostin takia he peruisivat voittoni. Todella pettynyt kasinon käyttäytymiseen. Olen ollut yhteydessä striimaajiin, jotka tätä kasinoa mainostavat, ja toinen heistä on yrittänyt auttaa minua tilanteessa. Minulla on screenshotit kotiutuksista ja osista voitoista tietokoneellani, voin ne lähettää tarvittaessa teille. Myös sähköposteja löytyy.

Dear viltsu2222,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with your winnings being confiscated. I understand how frustrating it must be to wait for withdrawals, only to find out that your balance has been reduced significantly.

To better understand your case and assess how we can help, could you please clarify the following details?

• When exactly did the casino inform you that your winnings had been confiscated? Did they provide any official explanation in writing?
• Did they specify which bonus terms and conditions you allegedly violated, aside from the email address issue?
• Have you ever used a different account (old email) at 21.com or any of their sister casinos?
• Do you still have access to the old email, or is it completely inaccessible to you now?
• Could you forward any relevant communication with the casino (including their explanation for the confiscation) to petronela.k@casino.guru?

Your cooperation is crucial if we want to proceed with your case and try to resolve the issue. The more details and supporting evidence we have, the stronger our position will be in mediating this situation.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I sent you an email.

Laitoin sinulle sähköpostia.

I would like to correct one thing, there were a total of €8809 in withdrawals, of which they returned €45 to me (my original deposits). So they confiscated a total of €8764 from me.

Haluaisin vielä korjata yhden asian, kotiutuksia oli yhteensä 8809€ joista he palauttivat minulle 45€ (alkuperäiset talletukseni). He takavarikoivat minulta siis yhteensä 8764€.

HI viltsu2222,

Thank you for your update and for sending the email. I also appreciate the clarification regarding the total amount confiscated.

Could you please confirm whether your old email address was used to create an account specifically at 21.com in the past, or was it only registered at one of their sister casinos? This detail is important in understanding the casino’s reasoning behind their decision.

Looking forward to your reply.

The old email has only been used for sister casinos, 21.com I only used my new email and I have no other users made for them.

Vanhaa sähköpostia on käytetty vain sisarkasinoille, 21.com käytin vain uutta sähköpostiani eikä minulla ole heille muita käyttäjiä tehty.

Hi Viltsu2222,

Thank you for your reply and for clarifying the email details.

One last question: were your winnings accumulated from a free bonus or from a deposit bonus?

Looking forward to your response.

My winnings were from the deposit bonus. Specifically, their welcome bonus

Voittoni olivat talletusbonuksesta. Tarkennettuna heidän welcomebonus

Thank you very much, viltsu2222, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter (peter.c@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you for your help!

Kiitos avustasi!

Hello there,

Thank you viltsu2222 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 21.com Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and how we can help resolve this issue.

Thank you!

I hope this gets cleared up, I don't think I've broken any rules. If I have, 21.com has hidden this rule somewhere.

Toivon, että tämä selvitettäisiin, mielestäni en ole rikkonut mitään sääntöä. Jos minä olen rikkonut, 21.com on piilottanut tämän säännön johonkin

Hello!

21.com returned €1965 to my account. According to them, the maximum win from the welcome bonus is €2000, which is why they returned this amount. I asked them earlier (I have screenshots of the conversation with customer service) whether the maximum win no longer applies if the wagering requirement has been met. They replied that the maximum win limit no longer applies after the wagering requirement. I won about €1400 from the bonus when the wagering requirement was completed, and I won €8809 after that. I would also like the rest of my winnings.

Hei!

21.com palautti pelitililleni 1965€. Heidän mukaansa maksimivoitto tervetulobonuksesta on 2000€ ja siksi palauttivat tämän verran. Kysyin asiasta aikaisemmin heiltä (minulla on screenshotit keskustelusta asiakaspalvelun kanssa) että koskeeko maksimivoitto enään jos kierrätyksen on pelannut läpi. He vastasivat, ettei maksimivoittoraja koske enään kierrätyksen jälkeen. Voitin bonuksesta noin 1400€ kun kierrätys oli valmis, ja voitin tämän jälkeen 8809€. Haluaisin myös loput voitoistani.

Thank you for the update viltsu2222, I will request additional clarification from the casino representative and keep you updated about any new developments. Thank you for your patience during this time!