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21 – Wont pay my winnings

Ruling

Found for the Casino - After repeated requests this player has failed to provide the necessary documentation to confirm compliance with the DPA. They are non-responsive to all communication from us. As such this complaint will be ruled in favour of the operator.

Read our 21.co.uk Casino Review.

Player's Complaint

Les2110

Deposited 100.00 and got 100.00 bonus, I was lucky enough to win 4000.00 after the wagering requirements. requested a withdrawal of the 4000.00 then got this email.

Hello [EDIT],

Thank you for your email.

We have now received all of the required items of ID and would like to thank you for sending these in.

During the verification we have noticed that there has been a breach of our bonus terms and conditions.

In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of all deposit matched bonus. There is a maximum stake of £10 per bet until the playthrough requirement has been met. For the purposes of this rule a Bet is defined as one roulette spin, one dealt hand in any table game, one slot spin or one play of an instant win game (this includes multi-hand/play games).

You have unfortunately breached this condition of play and the cash won (£3900.40) from these impermissible bets are void. The value of the cash deposit will remain on your account (£100) but your bonus balances will be forfeited.

Should you have any further questions or queries, please do not hesitate to get in touch.

Kind regards,

[EDIT]

Verification team

I don’t be leave I breach these t/cm, I did however play some 40.00 big bet games but there played over 5 spins which make them, 8.00 per spin.

Hope you can help me out with this.

Thanks

Read the casino review

7 Responses

ThePOGG
Nov 19, 2016

Hi Les2110 - welcome to ThePOGG.com!

Before we go any further I need you to confirm some information for me. Is this 21casino.com or 21.co.uk? the names/urls are similar so I want to make sure we're talking about the right casino.

Secondly I need you to confirm the username and email address you use at the casino.

Once I have this information I'll contact the operator and see what I can find out for you.

Thanks,

ThePOGG

les2110
Nov 24, 2016

[EDIT]
[EDIT]

les2110
Nov 24, 2016

21.co.uk

ThePOGG
Nov 28, 2016

Hi les2110,

I've received a response from 21.co.uk regarding this issue. As a requirement of the Data Protection Act they need to confirm that you have given your permission for them to discuss your account with us. While not all operators insist on this, technically and legally they are correct and within their rights to ask for this before sharing any information on your account. As such they've requested that you send them a letter confirming this permission.

I have forwarded you a template letter to the email address provided 2 posts above. You need to edit the red text on the template to include your details then mail this to the address on the letter. This should be mailed via registered post to ensure that we can confirm when the operator receives the letter.

Once you've done this and we can confirm receipt of the letter by the operator I'll revert to the operator and see what we can do to move your case forward.

Thanks,

ThePOGG

ThePOGG
Dec 07, 2016

Hi les2110,

Have you submitted the requested letter?

Thanks,

ThePOGG

ThePOGG
Dec 16, 2016

Hi les2110,

We cannot move this issue forward until you confirm submission of permission to discuss your account.

Thanks,

ThePOGG

ThePOGG
Jan 02, 2017

Hi les2110,

If we haven't heard back from you by Friday the 6th of January we'll assume you no longer want us to look into this issue for you and close this complaint.

Thanks,

ThePOGG

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