CasinoFest - プレイヤーのアカウントがブロックされました。

The player's account has been closed and the balance confiscated.

Hey,

Dear Casinoguru representative, I am writing to you because I have been the target of abuse.

I have played PressEnter Group casinos (21.com, Ultracasino, Nitrocasino, Neonvegas, Justspin, Rapidcasino, Casinofest and Xlbet).

All my game accounts were closed with one email on 14.3. Below is the message I received from them. The message says that they confiscated all the winnings and bonuses left in my game account. However, most of the balances in my game accounts were my own deposited money. And they've taken everything. The balance of all eight of my game accounts was around 20,000 euros in total. Which is a huge amount. Despite my requests, they have not returned my money, nor have they commented on the matter. My attempts to communicate with that casino are to no avail. I am now turning to you and I hope you can help me.

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

My balance was 1650 euros when Casinofest closed my account. This balance was only my own deposits, there were no winnings! I have played with my own money and the daily free spins offer and occasional deposit offers at this casino. They were offering personal deposit offers at an accelerating rate. Because of this and the high withdrawal fee, the balance of my game accounts has grown to a large size. To me, their campaign seems mostly like a trap to get the customers to deposit a lot of money and then they close the account without any explanation.

I started playing at Casinofest casino in 2022. The game account has not been confirmed (they haven't asked for the information). I have made my deposit to the casino with Trusly.

I have played by their rules. When I inquire about how I have broken their rules, they don't answer me, so I don't know where I have broken rules. But I see from your site that I'm not the only one complaining about them lately.

I have also asked them for an "Operation Internal Complaints Reference" number to use to take the matter to eCOGRA. But to no avail. I also requested my personal information citing the law, but I did not receive this from casinofest.com.

It seems terribly rude that all of this is reported from all the casinos with only one message. The total amount they took from me is huge!

It would be a relief if you could help me, communicating with Casino is like talking to a wall. Thank you in advance for your help.

Kindly, Najas

Hello Najas,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with CasinoFest. 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

Hello Nick!

I started playing at Casinofest in 2022. As I recall, the account is not verified (I have not received my information from the Casinofest invoking the GDPR). So I` m not sure. I have made my deposit to the casino with Trusly.

I have played with my own money and the daily free spins offer and occasional deposit offers (casino) at this casino. I have claim bonuses all in those casinos. Yes, they closed all of my accounts at once.

Last time I when I contact with the casino.. I have asked them to send me "Operation Internal Complaints Reference" number and also the missing information of XLbet and the Casinofest (invoking the GDPR law). It was March 22. (they have communicate only through 21.com's customer service). I have not received the information I requested.

Thank you for taking care of this case!

Kindly, Najas

Dear Najas,

As your case is related to an entire casino group not just a single casino, and the issues is a little more complex than an usual account closure, we will be discussing your complaints with our team this week.

We will provide a relevant answer after that.

Regards,

Nick

Ok, thank you Nick. I will wait for your decision.

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.

Thank you, I appreciate your work.

Can you tell me how long I have to wait?

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 Najas,

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.

Dear Najas,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at nikolas.b@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Nick

Hey Nick,

I have complained to eCOGRA about PressEnter Group casinos. The casino replied to eCOGRA that I have not completed the casino's internal complaint process. Which of course I have completed as you well know. I have now tried to ask both parties about my case but I have not received an answer.

..so my case is still open..

Dear Najas,

Would it be possible to forward the e-mail sent to the license as well as their respond to nikolas.b@casino.guru?

Dear Najas,

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.

Dear Najas,

Can you also post here in case we would request something?

I see that you have sent me an e-mail but it looks like it is from the casino. Is there any e-mail directly with the licensing authorities?

Dear Najas,

Non of the e-mail forwarded seems to be directly from the authorities. Can you please forward that and also respond to the complaint here? Please note that unless the requested information will be provided within the next 7 days, we will be forced to close 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.

We have contacted the player in order to request a decision from the licensing authorities. Unfortunately, the player could not provide the requested information and stopped responding, therefore we will be rejecting the complaint.