Resolved - Despite a breach of the maximum allowed bet term with a bonus, 21Casino have decided to overlook the infraction and have paid the player.
Read our 21 Casino Review.
As stated I'm looking for some advice around what if anything I can do next regarding an ongoing issue with 21 casino.
I recently deposited and played for the first time on 21casino. When I deposited I received a 'welcome bonus' and started to play. After a while I built up a considerable balance and decided to withdraw, I was then contacted via email to say my winnings had been written off and my initial deposit credited back because I breached term 7 (I) of their bonus terms and conditions.
The condition is that if a bonus is still active you may not exceed a £5 bet limit. I admit I did not fully read the terms however I fear that even if I had I would have had little way to find out my bonus amount.
The bet was exceeded purely by accident. I have spoken at length to 21 casino who confirmed at the time the term was breached my balance breakdown was £869.44 cash and £6.61 bonus, this absolutely proves that exceeding the bet was a mistake as why would I jeopardise a large amount of money if my bonus balance was almost clear.
My main issue is that other than saying in the terms you can't exceed £5 there is little or no other indication on the site to advise the bonus amount apart from an option in the 'my account' section. There is absolutely no way of seeing the balance split if you are playing a game (the reason people use these sites) and there is absolutely no process in place to notify nor prevent a customer from breaching this term.
My withdrawal was for £1000 and they have taken away £980 which I think is unfair and also proves they absolutely do not care about the customer.
Based on the above is there anything else I can do, I feel I have exhausted all my options with 21casino and have copies of all of the emails which have gone back and forth.
Any help with this would be greatly appreciated
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DanHawkins 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:
August 10, 2017