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21.co.uk - roulette
Ruling
Found for the Casino - There's no evidence that the play in question was anything other than genuine and an unfortunate loss for the player.
Read our 21.co.uk Casino Review.
Player's Complaint
I was playing roulette and had my winnings up to £1500 in the account I left it open and went for dinner, when i returned the balance was at £0 they said it was gambled at a higher stake and cannot refund it even if I wasn't there at the time. The thing is I live alone so no one could of used my PC manually i explained that it was either a glitch or some form of remote access but as I wasn't there to see it that's all i can say. The first line customer service tried to help the best they can but everyone else came across as it was just one of those things all I received was a transaction transcript which shows the bets placed where very high more then i would dare to gamble. I would provide the e-mail correspondence but they retracted it so don't have access to it anymore but have kept the transcript if you want it. This is a lot of money to me so can't just sweep it under the carpet like they are hoping I will.
Thanks
[EDIT]
2 Responses
Hi hennesy101,
I've discussed this case at length with the operator. Unfortunately we cannot uphold your claim. Not only did the play in question take place on the same device as the play that you acknowledge you did engage in, but your withdrawals had to be reversed prior to these bets being place and your initial contact with the operator suggested that auto-play got stuck on, but the game in question does not have an autoplay feature.
Sorry we cannot be of more help. If you want your complaint reviewed again you should contact 21.co.uk's ADR IBAS.
ThePOGG
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Agreement
hennesy101 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:
April 9, 2018
Hi hennesy101 - welcome to ThePOGG.com!
I'll contact the operator and see what I can find out for you but you need to understand from the outset that if their system logs show that the bets were placed from your IP address/device there is absolutely nothing we can do for you. Unfortunately, to uphold a claim of this nature on nothing other than your assertion that it wasn't you would mean that every player that lost could simply claim it wasn't them.
I'll revert to you once I've spoken to the operator.
Thanks,
ThePOGG