21 - Terms and conditions

Ruling

Resolved - Despite a breach of the maximum allowed bet term with a bonus, 21Casino have decided to overlook the infraction and have paid the player.

Read our 21 Casino Review.

Player's Complaint

Hi.

As stated I'm looking for some advice around what if anything I can do next regarding an ongoing issue with 21 casino.

The issue:

I recently deposited and played for the first time on 21casino. When I deposited I received a 'welcome bonus' and started to play. After a while I built up a considerable balance and decided to withdraw, I was then contacted via email to say my winnings had been written off and my initial deposit credited back because I breached term 7 (I) of their bonus terms and conditions.

The condition is that if a bonus is still active you may not exceed a £5 bet limit. I admit I did not fully read the terms however I fear that even if I had I would have had little way to find out my bonus amount.

The bet was exceeded purely by accident. I have spoken at length to 21 casino who confirmed at the time the term was breached my balance breakdown was £869.44 cash and £6.61 bonus, this absolutely proves that exceeding the bet was a mistake as why would I jeopardise a large amount of money if my bonus balance was almost clear.

My main issue is that other than saying in the terms you can't exceed £5 there is little or no other indication on the site to advise the bonus amount apart from an option in the 'my account' section. There is absolutely no way of seeing the balance split if you are playing a game (the reason people use these sites) and there is absolutely no process in place to notify nor prevent a customer from breaching this term.

My withdrawal was for £1000 and they have taken away £980 which I think is unfair and also proves they absolutely do not care about the customer.

Based on the above is there anything else I can do, I feel I have exhausted all my options with 21casino and have copies of all of the emails which have gone back and forth.

Any help with this would be greatly appreciated

Many thanks

[EDIT]

5 Responses

ThePOGG

August 10, 2017

Hi DanHawkins - welcome to ThePOGG.com!

Unfortunately, if you've breached the maximum allowed bet term before completing the wagering requirements for the bonus you received the operator are entirely within their rights to void the bonus and reset balances to pre-bonus conditions.

While I appreciate that there may not be automated restrictions to automatically prevent you breaking this term, there are currently no license requirements within the UK to implement such a system and it is ultimately your responsibility to ensure that you have read and understood all the relevant terms and conditions.

I'll speak to the operator about your complaint, but at this point you need to understand that if anything is offered - and that's a very big 'if' - it would be as a goodwill gesture by the operator. We don't have any grounds to require them to pay.

Thanks,

ThePOGG

DanHawkins

August 10, 2017

That's all I'm really asking for is a gesture as I know I broke the terms however I just think it's wrong to take that amount of money away because of a mistake.

Appreciate your help with this

ThePOGG

August 25, 2017

Hi DanHawkins,

I've spoken to the operator and I have some good news for you. They have decided in this instance to make an exception for you and have returned your winnings to your account.

Please be extra careful with this in future as I would strongly doubt they'd make such an exception again.

If you could check your account and confirm that your funds are there I would appreciate it.

Thanks,

ThePOGG

ThePOGG

September 1, 2017

Hi DanHawkins,

Can you confirm receipt of your funds?

Thanks,

ThePOGG

ThePOGG

September 8, 2017

Hi DanHawkins,

If we haven't heard from you by Friday the 15th of September I'll assume you've received your funds and close this complaint.

Thanks,

ThePOGG