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21Nova - is no longer responding to my verification concerns

Ruling

Found for the Player - 21Nova have been clear that they will not discuss any player issues with this site. As such there's nothing we can do to help this player.

Read our 21Nova Casino Review.

Player's Complaint

Hi,

I signed up to 21nova casino around a month ago and deposited 100 GBP. In addition to the 100 GBP, another 320 GBP was added to my account as a welcome bonus. I played my favourite slot game - Esmeralda and won nearly 6k. Then I had to meet the casino wagering requirement. I ended up having around 4k after meeting the requirement. I placed a withdrawal request of 2k and 21nova support team requested me to send a number of documents such as proof of ID, proof of address, copy of my debit card. I sent all requested documents but the team came back asking me to sent notarised documents. I went to the post office and certified my documents but the documents were not accepted by 21nova as there was a difference between certified and notarised. Then I went to one of the best notary agencies in Southampton and made sure that every document had stamp, signature, the name of the notary and the date as requested by the 21nova team. I sent the documents and received email from one of the advisers that the documents have been received and are with the verification team. This was about 12 ago. I kept on chasing them up for an update since then but the team stopped responding to my emails. I sent 3 chasers already with no response yet. I was initially told that once I provide them with the documents, my withdrawal will be processed, which doesn't seem to be case. I will appreciate if you could assist and see why no-one is coming back to me. In all of my emails I asked them to call or email me if I can provide anything further. Currently, when I attempt to log into my account, I get a message that my account is temporarily suspended.

Thank you for your time reading this. Please note that I am willing to go to one of their branches if they need me to. Finally, I will be happy to provide you with any documentation, email communication with 21nova or relevant information.

My 21nova username is: [EDIT]

Thanks again!

Read the casino review

3 Responses

User icon
ThePOGG
August 20, 2016

Hi Fickvera32 - welcome to ThePOGG.com!

Before going any further I feel I should make you aware of certain facts.

Firstly, the William Hill Group have been consistently non-responsive to complaints submitted to this service. As such, while we will contact them, the likelihood of us actually being able to help you is low.

Secondly, it's clear that the 21Nova security team have significant concerns that the person operating your account may not be the person named on the account. You have submitted all relevant documentation and cooperated with all requests which is the right thing to do but in this type of situation it is normal for it to take longer to verify your account so at this stage, while acknowledging how frustrating the delays can be, I wouldn't be overly concerned about them. The best thing you can do is be patient and polite.

I'll contact the operator and see if they'll tell us anything.

Thanks,

ThePOGG

User icon
Fickvera32
August 20, 2016

Thank you for the prompt reply. The reason I was a bit frustrated was because 21nova used to reply to my emails within 2 hours. This was the case until I submitted all relevant documentation and suddenly, they stopped replying. Thank you for making effort to contact the operation. It is greatly appreciated. I hope that will speed up the verification process. Thanks again, [EDIT]

User icon
ThePOGG
September 2, 2016

Hi Fickvera32,

I've had a response from 21Nova and unfortunately it's bad news. They've been clear that they will not discuss this or any other player complaint with this service.

Initially this was justified by the Data Protection Act. There's nothing in the DPA that would prevent 21Nova from discussing player complaints with this service as long as they have the permission of the player to discuss their account. When this was pointed out to them they simply pointed us to their complaint policy and reaffirmed that they will not discuss complaints.

As such there's nothing further that we can do to help you. My recommendation at this stage would be to contact 21Nova's UKGC appointed ADR IBAS.

Sorry we could not be of more help,

ThePOGG

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Fickvera32 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:

August 20, 2016

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