21Bet - void winnings

Hi arnold72 - welcome to ThePOGG.com!

Before going any further can you please confirm the url of the operator in question (there are a couple with similar names), the url of the terms page and email through the screen shots of the term pages you took before play to [email protected]?

Thanks,

ThePOGG

https://www.21bet.co.uk/

Hi arnold72,

I've had a brief conversation with 21Bet and they've been clear that they will not discuss this complaint with us. Have you had any further communications from them?

Thanks,

ThePOGG

Yes have had a few phone calls now and they insist the terms meant cant bet more than £10 but was unclear so changed it after my confiscation.

The maximum Stake that will contribute towards turnover requirements in any single bet is £10

That does not mean cant bet more than £10 and clearly they have admitted it was not clear so changed terms.

They are refusing to pay out basically so decision needs to be made by someone else clearly. How many more people would have broke terms with the way they are worded. Have they refunded them all? I imagine not.

I have a Solicitor on stand bye if need to use him. They also promised me a copy of the phone records of our conversations but have not sent them. I have this promise in an email as well.

Can you maybe advise me which direction to go in next. I am more than happy to use a solicitor if that is what it takes as its just rogue behavior and maybe they need looking into from a higher level.

Hi arnold72,

In our opinion you are entirely right here.

The terms in place at the time that you played did not prohibit bets in excess of £10. They specifically state that bets over £10 will not "contribute to the wagering requirement". This term simply means that bets over £10 won't contribute towards meeting the wagering requirement, it does not prohibit players placing bets over this size while they have a bonus.

In this case that the operator then changed the terms to clarify this point is a clear acknowledgement that the previous terms did not adequately convey their intended meaning.

As 21Bet will not discuss this issue with us my first recommendation, as you're a UK citizen, would be to take your claim to their ADR IBAS. In my opinion, assuming that everything you've presented is factually accurate, there's a very strong chance that IBAS will rule in your favour.

Again assuming the accuracy of your communications, your claim is also strong enough that I feel you would have a good chance of winning your case if you took this to the UK small claims court. As the contested amount is under £10k you are eligible to do that. This is slightly tougher as you'd have to find out whether this company has any UK holdings to file with first and most courts take a dim view on claimants that have not first engaged with an ADR service where available. That being the case I would recommend going to IBAS in the first instance.

I would appreciate it if you'd update us on the progress of your claim.

Thanks,

ThePOGG

Hi matter has been resolved today and they have paid in full:) Can i just say a massive thank you for all your help and advice. [EDIT]

Hi arnold72,

That's great news! I'm really pleased that we could help get this money back for you. I hope that the extra funds will get you something nice!

Thanks for letting us know,

ThePOGG