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

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

Ok thanks for helping ☺️

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

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

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.

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