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Twenty One - Didnt pay my winnings


Found for the Casino - This player did not complete the wagering requirement associated with the bonus they claimed before trying to withdraw. As such the bonus contract, and winnings, are forfeit.

Read our Twenty One Casino Review.

Player's Complaint

I deposited 248euros and got a 300euro bonus. After i had the money on my account i went to play some secrets of atlantis with 5 euro bet. After I got a good hit and won some money I wagered my deposit 1x and went to withdraw. After one day i got a email saying that they will not pay me anything because i was bonus abusing. I dont know what that even means but i didnt do anything wrong. So can u please do something about this... ty

Read the casino review

6 Responses

User icon
July 22, 2021

Hi samppi1232 - welcome to

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 – and the terms of use for our complaint service here -

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).

– 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.

Unfortunately there is nothing we can do to assist you in this matter. The wagering requirement for the promotion you accepted is 35xbonus. If you have only wagered your deposit through once, you were nowhere near completing the wagering requirements at the point of withdrawal. As you have not completed the wagering requirements you would not be entitled to withdraw winnings.

Sorry we could not be of further help.


User icon
July 29, 2021

But it is nonsticky? The problem wasnt with the withdrawal the problem was that they accused me of bonus abuse when I didnt do any such thing.

''Should you withdraw any of your cash deposit during the same time that your bonus is active, then you revoke the bonus and your bonus funds will be removed immediately.''

^^ This is straight from their welcome bonus terms and conditions

So if u win before it goes to the bonus money and u have wagered 1x the deposit u can withdraw the money, only the bonus will be removed. Cash balance is used first and if u win with the cash balance u can withdraw the cash balance and the bonus balance will be removed...



A player's total account balance consists of a cash account balance (‘Cash Balance’) and a bonus account balance (‘Bonus Balance’). All sums which you deposit into your account shall be placed in your Cash Balance. Sums which you receive under a bonus for performing particular tasks are paid into your Bonus Balance.**



For any wagers made, the wager is deducted from the player's Cash Balance. If there is no cash available, then the wager is deducted from the Bonus Balance.

User icon
July 30, 2021

Hi samppi1232,

The bonus contract is engaged at the point where the bonus is added to your account. All activity while playing under a bonus contract is "under a bonus". As you quoted "Sums which you receive under a bonus for performing particular tasks are paid into your Bonus Balance." There is no distinction between the sums received due to cash wagers or bonus wagers. Any sum you receive under a bonus contract is considered bonus funds. These funds are not converted to cash until such time as the wagering requirements are completed.

If you have withdrawn prior to meeting the 35x wagering requirement, any winnings that you received "under [the] bonus" are still bonus funds and are revoked.

Sorry we cannot be of further help.


User icon
July 30, 2021

Thats not the case at all. I even went and asked at their live chat if it is nonsticky bonus and it is. The bonus money will be used after u use the deposit money and again they canceled my withdrawal because i played secrets of atlantis and thats bonus abusing in their mind but the game is allowed to play there so thats the problem.

User icon
July 30, 2021

Do you guys even know what nonsticky bonus means? This is ridicilous

User icon
July 31, 2021

Hi samppi1232,

I'm sorry you feel that way but the terms are clear.

And yes I am familiar with the term. If you actually want to know the definition of a "sticky" bonus, as the term was originally used, it means a bonus that is non-withdrawable, i.e. can never be withdrawn and will be removed from your account at the point of your first withdrawal after completing the wagering requirement. This term is not present in the bonus terms and conditions and the term as you use it is common only within the UK market (outside of the UK market, where it is legally required, operators tend not to use this type of bonus system). Given the variable nature of them term, and it's absense from the venacular used within the terms document, if you have used this in dialogue with a support agent, you would need to have clarified the meaning beforehand.

Sorry we cannot be of further help.


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samppi1232 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:

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

July 20, 2021

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