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21Prive - old bank statement

Ruling

Resolved - 21Prive Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our 21Prive Casino Review.

Player's Complaint

Hello!

I won € 487.50 from 21 Prive casino on December 18th. I have provided all the documents what the casino is asked of me, but I have not received my withdrawal request. I have provided a statement of account, a deposit receipt, the image of the passport, as well as myself, address and so on. The casino is still asking me for a bank statement from an old bank account that no longer even exists. I think this is completely unreasonable. And I can’t even deliver it because my old bank account has been closed. I also asked the previous bank operator and they confirmed to me that the account statement is no longer available from a bank account that has already been closed. Could you please help me to get my winnings repatriated.

Best wishes,

Read the casino review

5 Responses

User icon
ThePOGG
February 10, 2021

Hi strommi95,

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.

Your bank cannot legally delete financial information of this nature. You need to contact your bank and request the required statement. Once you have provided this to the operator let us know and we'll follow-up on your behalf.

Thanks,

ThePOGG

User icon
strommi95
February 16, 2021

Hello!

I finally got an old bank statement from my last bank, and I am now sent it to the 21 Price Casino.

Best wishes,

Christian Ström

User icon
ThePOGG
March 14, 2021

Hi strommi95,

My understanding is that your withdrawal has been paid. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
ThePOGG
March 21, 2021

Hi strommi95,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
March 28, 2021

Hi strommi95,

If we haven't heard from you by Friday the 9th of April I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

strommi95 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.