Resolved - We're happy to say that this player has been paid in full. However it should be noted that 21Bet were non-responsive to our communications.
I played and won with the casino welcome bonus. I used stakes from £18-£60. I then had the account suspended and did all the verification process including a phone call. The win was on the 10/07/2017. Today 17/07/2017 i had an email saying the following
We regret to inform you that we are writing to you to confirm that we have taken the measure of voiding the winnings that have been obtained from our casino welcome bonus owing to a breach of the terms outlined.
We reserve the right to withhold any returns accrued from the bonus when there has been a breach of any of the terms. The nature of your staking and game play does highlight a breach.
One example of this breach was in the staking multiple bets of £60 and £18 pounds whilst in the bonus plan which is not permitted.
We acknowledge that you did win on our casino with cash funds after a time that the bonus plan has ceased and so please be assured that this £262 is still showing and so you have a balance of £562.
Your original deposit of £300 and cash winnings of £262 will be withdrawn on your behalf upon acknowledgement of this communication and confirmation and acceptance that the terms have been breached.
Should you have any questions please do let us know but note our decision on this matter is final.
The terms they had did not have any such terms in them and luckily i have screenshots of those terms. They have updated those now but there is no date stamp to say when this was done basically the original ones when i played said the following.
The maximum Stake that will contribute towards turnover requirements in any single bet is £10. Note it does not say that is the max you are allowed to bet just that's all that will count towards wagering.
Today they have amended the terms and have added the following
8. When a casino bonus is active in your account, stakes must not exceed £10 on any game or all winnings from any play involving the use of the bonus will be void.
I can show the other terms and this did not exist. I replied saying all this and got the following reply
As you will in term 12, stakes over £10 will not count towards the wagering requirement.
In term 15 we state the minimal risk wagering tactics will risk having their bonuses and winnings removed.
21 Bet Security Team
Those stakes are not minimal risk in anyway and they have confirmed the stakes over £10 will not contribute towards the wagering but not that stakes above £10 are not allowed as that term wasn't there and i think they are admitting to that with that response.
Regarding the first email from them they are trying to get me to agree i have broke the terms and be happy with getting a small part back.
Just totally rogue and i am more than willing to get a solicitor involved if they wont pay up after this.
I can send you all the terms screenshots i took the day i did the promo.
Many thanks in advance
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arnold72 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:
July 19, 2017