ThePOGG.com – your source for reliable information about online gambling.


  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
Aweber logo
[X] Close this form and return to site
Close geo
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

21Prive - The casino does not want to send the money in my account and has suspended the account

Ruling

Found for the Casino - Unless deposited funds are explicitly stated as exempt from bonus restrictions, bonus restrictions apply to wagers placed with deposited funds.

Read our 21Prive Casino Review.

Player's Complaint

The problem is, I have an amount in my account, which was suspended at my request because this casino follows a dangerous policy, which is either you lose or you will not take your profit. I tried to contact support three days ago and they said that the amount will be sent within 24 hours and nothing happened when I return to them they say that the request is with a special team and this team will process the request even though I did not commit any violation

Read the casino review

6 Responses

User icon
thepogg
September 11, 2021

Hi omardata - welcome to ThePOGG.com!

With the greatest of respect, you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 24th of September let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
omardata
September 11, 2021

Ok thanks for helping ☺️

User icon
omardata
September 15, 2021

I have received a message from the support team saying that I will not be given a full amount and I will only be given 17 euros. This is a scam and a story that I will tell as it is. When you register in this casino, and like any casino, there is a registration bonus. I agreed to the bonus. After playing, I won more than 240 euros and until that moment the bonus was not used. I decided to withdraw some of the amount. I was surprised that I could not withdraw the amount from my account and the reason was that I had to use the bonus. I called the support team and was told that there is a condition of the bonus conditions that you have to play 596 euros in order to be able to withdraw money. After that, I played for more than 1800 euros and the same problem is that I cannot transfer the amount from my account. I went back to the support team and inquired about the cause of the problem. I was told that you must play specific games and bet more than 596 euros in them so that you can extract your profits. In this sense, the casino asks you to play online games, not real games. Is this a law? After all that, I asked them to cancel the bonus because I didn't originally use it. They refused and the team leader blocked my account and referred the case to the private support team. And the support team decided to simply steal my money

User icon
thepogg
September 18, 2021

Hi omardata,

When you accept a bonus you agree to be bound by the terms and conditions. The bonus restrictions begin as soon as you have received the bonus and do not end until such time as the wagering requirements have been met.

Unless there is a term explicitly excluding wagered placed with deposited funds from the bonus restrictions - simply stating that deposited and bonus funds are kept separate is not enough - then any deposit you make to receive a bonus is also subject to the same restrictions until such time as the wagering requirements have been completed.

Sorry we could not be of further help.

ThePOGG

User icon
omardata
September 21, 2021

Ok no problem

I agree with you. I did not ask to stop my account. By what right are my profits taken into my account? Please explain this.

User icon
thepogg
September 21, 2021

Hi omardata,

You entered into a bonus contract. You breached the bonus contract. This voids the contract and consequently all activity that occurred during the contract. Both parties are reset to pre-contract conditions.

Sorry we cannot be of further help.

ThePOGG

Leave a Reply

You must be logged in to post a comment.

Agreement

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

September 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.