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21 Prive - My winning money has been rejected

Ruling

Found for the Casino - 21Prive Casino have provided sufficient evidence to demonstrate that this player's account is unnaturally associated with other player accounts.

Read our 21Prive Casino Review.

Player's Complaint

I was playing welcome bonus of 21Prive date of 29.1.2021. I made a deposit of 100euros and got 100euros bonus for the casino. The only game I played was Razor Shark with 5 euro bet and I did not break any bonus terms. I had wagered all the bonus money and the winning amount was 23,500.

I had sent all the documents for the casino and they had already accepted. I made the withdrawal of 5000euros and after that they changed my balance from 23,500 to 100euros and they said that I have broke the rules.

" 4 - Eligibility - Only one promotion is awarded per account per player meaning one per family, household address, IP address, email address, telephone number, credit or debit card and/or e-payment account, or shared computer (e.g. school, public library or workplace). If you are found to be in breach of this clause, all winnings will be confiscated."

I am the only one from our family and house hold address who has played this casino.

Also I have my own mobile phone and I have have used to Wifi from it so I have unique IP-address.

I have also my new laptop and my own email address.

I told these same things to 21Prive casino and they only said that they will process it but nothing has happened.

Read the casino review

3 Responses

User icon
ThePOGG
February 10, 2021

Hi 1tessukka,

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.

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

Thanks,

ThePOGG

User icon
1tessukka
February 23, 2021

Hi, did you get contact to the operator?

Thanks,

Tessukka

User icon
ThePOGG
March 28, 2021

21Prive casino has provided sufficient evidence to demonstrate that this account is unnaturally associated with other accounts in breach of terms and conditions. As such we will take no further part in the representation of this player's claim.

No further posts will be approved on this thread.

ThePOGG

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Agreement

1tessukka consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • 21 Prive
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

February 10, 2021

United Kingdom country flag

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.