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21 - Card removal
Ruling
Found for the Casino - You are responsible for the security of your own account. If you allow someone else to use it you have broken terms of use and are responsible for any activity on your account.
Read our Twenty One Casino Review.
Player's Complaint
Firstly, this is nearly a year old but i have just found your website and thought i would give it a shot.
I had a VIP account with 21casino.com
In September last year i requested the removal of my card from their system as from time to time my wife would use the account and didnt want her spending too much money.
However, my request wasnt honoured. 21 casino did acknowledge this. As a result my card details remained on the system and unfortunately my cvv code was saved on google.
As a result, my wife went and lost over £7000.
Now though i am responsible for the losses by my wife, if my request had been honoured my card details wouldnt have been saved on their system and she wouldnt have been able to use my account.
I logged a complaint with 21 casino at the time.
They admitted fault however stated their T&Cs.
Also mentioned the verified by Visa which rarely asks for anything additional and in this case it didnt as otherwise i wouldve been notified and then closed my account.
What options do i have here?
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Agreement
sc0rpion 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.com
- Malta Gaming Authority
- Betpoint Group Limited
August 21, 2020
Hi sc0rpion - welcome to ThePOGG.com!
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.
Unfortunately there is nothing we can do to help you in this instance. While failing to delete your card details my be a minor customer service issue, the reality here is that there are more substantial issues with your own actions. In the first instance, your account is for your personal use only. You are responsible for the security of your log in information. Allowing any 3rd party to access your account is a breach of the user agreement with any online operator. Even setting aside that you have breached terms by allowing someone else to access your account, where you had concerns about this person mis-using the account it is a trivial matter for you to change the login credentials to the account and the connected email address to ensure that the 3rd party in question cannot access the account. These are basic actions you could have taken to protect your own financial security. The far more significant failing in this instance has been failing to comply with user terms and protect your own login information.
If you are adamant that your wife has in fact processed transactions on your payment method without your permission you need to contact your local law enforcement agency and the card provider in question.
Sorry we could not be of further help.
ThePOGG