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21Grand - Confiscation of €420 in winnings
Ruling
Resolved - After an extended payment delay 21Grand appear to have changed their mind and paid this player.
It should be noted that the operator refused to discuss this complaint.
Read our 21Grand Casino Review.
Player's Complaint
04/05/2015 - I registered myself and deposited €580 in the casino
04/05/2015 - I played in the casino and I earned €420 reaching a €1000 cash balance
04/05/2015 - I requested a €1000 withdrawal (screenshot proof available)
12/05/2015 - Security department verified my ID documents and validated them (mail proof available)
20/05/2015 - Security department blocked my account, confiscated my earnings, and reimbursed my original deposits (€580)
Initial reason provided by the casino was "fraud department have encountered fraudulent actions in your online casinos history, accordingly your initial deposit has been reimbursed and your account has been definitely closed" (mail proof available).
I'm entering in the reason of the confiscation, that I only discovered yesterday because of another website complaint opened against them.
It is based in one clause of their T&C. I'm not entering in judging the righteousness of this clause.
It mainly states that you cannot have more than one account at the same time in 21GrandCasino and other affiliates, otherwise your earnings can be confiscated.
That is not my case because I:
- Registered myself in Play2wincasino during 2014 and cancelled my account the 10/07/14 (mail proof available)
- Registered myself in 21GrandCasino the 04/05/15.
I never played with two accounts at the same time, so clause doesn't apply.
Thanks
3 Responses
Hi Evergoa,
I've had a response from 21Grand and unfortunately it isn't positive. They've informed us that they won't discuss player complaints with this site and suggested that we direct you back to casino support. Given that you've already tried to take this issue to casino support, I don't see any value in going back again.
I'm sorry, but there's really nothing further we can suggest to you. This group have insufficient terms if this was the sole grounds for confiscation of your winnings as their terms fail to define which properties they own making it very difficult for players to know where they're allowed to play. Unfortunately they're also licensed by an unresponsive regulator and as such there's nowhere else we can suggest taking your complaint to.
Sorry we couldn't have been of more help.
ThePOGG
Hi Evergoa,
I'm glad to hear you've received your funds though I doubt we've had much impact on this situation.
I'm closing this complaint as Resolved.
ThePOGG
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Agreement
Evergoa 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:
November 18, 2015
Hi Evergoa - welcome back!
As with your other complaint I need you to provide your username and email address at 21Grand before I can do anything to help you.
Thanks,
ThePOGG