21 Casino - Neteller/Skrill Bonus Dispute

Hi Sepo100 - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Twenty One Casino is listed in our drop down menu, but is a different brand to 21.com.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

OK thank you.

Anything new it has almost been 1 month?

Hi Sepo1000,

We've reviewed this matter with the operator and sadly we cannot uphold your claim.

On the 30/07/2021 at 11:10 server time you made a deposit of $100 NZD and claimed a Welcome Bonus of $100 with a wagering requirement of $3500. This bonus came with a restriction on deposits via Skrill which was your chosen payment method.

You proceeded to wager and at 12:09 server time you completed the wagering requirements. At 12:17 you placed a withdrawal request for a total of $2948, leaving you with a balance of $0. Due to the prohibited payment method and as such violation of bonus terms and conditions, this withdrawal would be considered void.

On the 31/07/2021 at 14:30 server time you made a deposit of $300 claiming a further bonus of $150. You proceeded to play with this balance an 14:48 server time you had played this balance down to 0.

On 01/08/2021 your withdrawal request from your Welcome Bonus was reviewed and subsequently rejected due to the bonus term violation. At this juncture the operator took the steps of refunding both the first deposit of $100 (required as the bonus contract was void due to the violation) and the second deposit of $300 (not required as there was no violation present with this bonus). As such you have actually been refunded $300 more than we would have looked for the operator to return.

It should be noted that at no point during play with either of these bonuses did your balance approach anywhere near $6k NZD, topping out at $3452 during play with the Welcome Bonus. Your balance was incorrectly increased to $5896.52 on 01/08/2021, after all play had been concluded, while the operator agents were adjusting your balance to account for the violation of terms. This was subsequently rectified.

Sorry we cannot be of further assistance in this matter.

ThePOGG