8つのPressEnterカジノがアカウントを閉鎖し、ほぼ10000ユーロ相当のお金を没収

Hello, I had unfortunate event of meeting this kind of super shady activity from PressEnter Casinos, which include these casinos:

21.com

NeonVegas

NitroCasino

UltraCasino

RapidCasino

JustSpin

CasinoFest

XLBet

They simply first blocked my withdrawals in Monday, and then stole almost 10 000 euros of my real money (no bonus money or whatever) from my accounts in Tuesday.

These casinos are MGA licensed, so I guess I have good chance to redeem my money. Just wonder how to go with this, with casino refusing to elaborate further or return my money.

All that they stated in their original termination message (coming from one site, 21.com) was this:

Originally in Finnish, in translated form:

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

Any ideas how to follow this up? I wasn't only player involved, at least 12 other Finnish players has exactly similar case.

Hello!

Apparently this happened to quite a lot of Finns recently since I too lost around 10k as they confiscated my deposits. Weirdly there is no way for me to know the exact sum, since they just sent one email and blocked me from logging in to any sites straight away.

If this isn't theft then I don't know what is.

Hi!

The same thing happened to me. I didnt break any bonus terms and yet they confiscated my deposited money and blocked me. I cant even log in to see the exact sum I lost. I am still hoping they will reverse the decision so I dont have to go to MGA. I really didnt see a Malta licensed site doing this!

Hello,

I must admit I see such a situation as kind of awkward. It's true casinos reserve the right to close players' accounts whenever desired, though confiscating money should be properly explained.

Usually, when casinos detect fraudulent activities - which may be possibly called "illegal gaming" they're tight-lipped, explaining a concrete detail that can easily uncover the steps taken to uncover the fraud. So, I'd say such discretion is understandable from the casino's perspective.

I'm not familiar with the Finnish legislative procedures or restrictions, though it seems it's not a coincidence, so many plaers banned at the same time sounds like an ultimate thinked-throuht step to me.

Submitting a complaint feels like a good way to go, though I would have no idea about which casino should I submit one myself.

This article explains how the complaints work, go through that if you like.

Kindly use this link to create the complaint. Not sure what else should I add 🤔

Hello!

Kindly read my previous post, and submit the complaint if you feel like it. I guess I would do that being in your shoes.

Hi,

sorry to hear that. My recommendation is the same - consider submitting the complaint, and we will try to investigate.

Dear Radka,

Thank you for your prompt response. While I understand that casinos have the right to choose their customers or even ban them, I believe that confiscating their deposited money without justification could be considered theft.

According to the legislation in place (https://legislation.mt/eli/sl/583.8/eng/pdf), the ownership rights of a player's funds remain intact even if they are held and controlled by an authorized person, such as a gaming operator or a financial institution. Regardless of whether the funds are registered in the name of the authorized person or in the name of the player, the player still maintains ultimate ownership and control over their funds. The authorized person is merely holding the player's funds in trust, and this provision is in place to safeguard players' funds from potential insolvency or bankruptcy of the authorized person or other financial difficulties they may face.

Given this, I believe that confiscating a player's funds without justification is a breach of license regulations.

Best regards,

Rxsse

Thanks for reply Radka.

I have been patiently waiting for reply from 21.com over a week now (they just did send one of those copy-paste messages that they follow up later after I send my latest long reply) and looks like they're not going to do anything so have to start complaining.

I guess right way is to make separate complaints about all casinos? They should be operating separately and luckily I have exact amounts that was stolen from each casino.

Hello, I won some money in the company lyrics Man Greece I won 3000 € I went to withdraw the 900 from the account of a third party and they canceled it while other times I had made a normal withdrawal I did not withdraw from my account because I owe some money to the bank and will they took it from me They asked me for the bank passbook of the owner who made the withdrawal and I sent it to him while I was talking to a person to help me from their company, he told me that it is not possible to make it accept the withdrawal and that I have to send the money to the owner page where I put the card, i.e. after a while I sent a photo from ibank But they blocked the casino and never accepted that They never accepted the transaction I contacted the chat and they said I have to call I called they ask me some questions like what is my name and so on and they said I will forward it get it ready I wonder now if they can if they eat the money is there any way to take them

Hello there.

I'd say, it would be best to submit the complaint about each separately. Let the complaint team decide whether your complaints can be "merged" into a single one. The point is to get this situation checked.

So, this link allows you to start the complaint, make sure to post there any relevant information which could help the complaint handler to understand the point from the beginning. Feel free to copy and paste your forum posts too.

If you need any help, just let me know! 🙏🤞

Hello there.

Well, honestly, I'm lost. Can you at first share the casino's link?

You know, you are only allowed to use your account and your payment options, not someone else's. I'm not sure whether this is the case, but it seems you did something unusual to get the money while your bank stood out of it, right?

I could use a hint, please.

The casinos in question have ceased all communication with the multiple players involved, including myself, and have refused to provide any explanation even to casino.guru. This situation is extremely concerning, as their actions may be construed as theft.

I am fully prepared to pursue legal action if necessary in order to protect my rights and seek a fair resolution. It is my hope that the casinos will reconsider their stance and reestablish open communication before escalating this matter to court becomes the only viable option.

Hello.

I briefly checked all those associated complaints. Am I assuming correctly that Ecorga is not an option for you? 😕

Yes, I did submit a complaint to eCOGRA, but I have concerns due to a specific clause in the casino's terms and conditions. Essentially, it states that if the claim exceeds €5,000 or the equivalent in the player's national currency, the casino has the right to consider the ADR or ODR decision as non-binding.

Additionally, the casinos are treated as one entity. As the confiscated amounts in question total more than €5,000, I am concerned that even if eCOGRA's resolution is in my favor, I might still need to pursue legal action to recover my funds.

Now I see.

In this case, I would be truly grateful if you could update this thread with any progress made. I believe I have never witnessed anything similar so closely.

Sad to see that no-one seems to have had any luck getting their funds back from these sites. Been so hurry that just now found time to wrote a message, added all e-mails to it and posted it 8 times (once for each site, mostly due to "we won't consider ADR / OFR decision binding if claim exceeds €5000") to eCOGRA.

Hopefully they act promptly. Let us know if anyone has any luck dealing with these sites on these matters. Next step is gonna have to be MGA and it is going to take time.

Hello there!

So you chose to get the more official path, I see. I fear the whole process is almost always very time-consuming. 😕

I thought you were also considering placing complaints here on the Casino Guru website, the way I see it, you would get result sooner, although the happy end is never granted.

Wish you luck! 🤞🤞🤞

I went with the official route as well, but have yet not heard anything from eCOGRA...

I only got this one 2nd of June, nothing since:

Good day,

We appreciate the effort you have made to contact eCOGRA and explain your predicament.

Please submit any additional information, documents or evidence to support your claim. Please ensure that all communication is done by reply to this email, as the dispute is tracked by the reference number contained in the subject line of this email which looks similar to the following: 

xxx

If your dispute has already been resolved prior to receiving this communication, please notify us immediately and we will close the dispute.

We will provide you with copies of the relevant information submitted by the operator for comment and submission of additional information to support your claim. You are entitled to request copies of the evidence provided by the other party, which shall be provided subject to due consideration of any data protection or other regulatory or legislative restrictions that may apply to it. 

If we deem your dispute to be invalid, you will be notified within thirty days. We will make every effort to conclude the dispute resolution process within ninety days of receiving all the relevant information from both parties, which is called a complete case file. You will receive notification of the complete case file along with the operator.

Since it has been more than three days, I'm convinced the complaint is legitimate.

This is also an interesting part:

We will provide you with copies of the relevant information submitted by the operator for comment and submission of additional information to support your claim. You are entitled to request copies of the evidence provided by the other party, which shall be provided subject to due consideration of any data protection or other regulatory or legislative restrictions that may apply to it

Love to see those 🙂

Again, I wish you a fair ending!