21bit casino, a Dama NV branded one so you would aaaume its all good, is trying to pull a fast one. I won 2985 after wagering a bonus and after a bunch of delay tactics and lack of communication they send an email (i have a screenshot)stating they aren't paying my winnings, my account is disabled, but they will refund my deposit because im in a restricted region of Ontario. First of all, no Dama casino has ever had an issue with that but 2nd and more importantly Ontario is not on this casino's restricted list of which I have a screenshot.

Further after presenting this info, they have used their generic catch-all t&c to target ontario in this case. It is strange a Dama NV casino would try this, as Ideposit thousands on their brand weekly. Losing a loyal customer like myself over 3k is absolutely terrible business practice.

Dear Slottys,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 21bit Casino. I have checked the casino's terms and conditions and have found the following information:

Users from the following countries and their territories ("Restricted Countries List") are not allowed to deposit and play real money games: United States of America, United Kingdom, Spain, France and its overseas territories (Guadeloupe, Martinique, French Guiana, Réunion, Mayotte, St. Martin, French Polynesia, Wallis and Futuna, New Caledonia), Netherlands, Israel, Lithuania, Dutch West Indies, Curacao, Gibraltar, Jersey, Greece, Belgium, Angola, Albania, Iraq, Jamaica, Uganda, Pakistan, Iran, Panama, Lebanon, Zimbabwe, Mauritius, Nicaragua, Yemen, Central African Republic, C?te d'Ivoire, Sudan, Liberia, Syria, Cayman Islands, Somalia, Republic of the Congo, Democratic Republic of the Congo, North Korea, Eritrea, Haiti, Sierra Leone, Ethiopia, Myanmar, South Sudan, Burkina Faso, Libya, Mali, Barbados, Rwanda, Czech Republic, Serbia, Cyprus, Syria, North Korea, Iran, Cuba, Portugal, Georgia, Ukraine, Hungary, Estonia, Japan, Brazil, Poland, Bulgaria, Croatia, Hong Kong, Iceland, Mexico, Canada (Ontario).

It is written that the terms were last updated on 14.03.2025. However, after checking the previous website versions on Webarchive, I can see that Ontario was not listed there in April, and the date of the last update was 14.03.2025, too. It means that if the casino has recently made any changes to their T&Cs, they left the "last update" date unchanged from March.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Specify the exact date when you created your casino account.
• If you have a screenshot of the terms without Ontario, please share it here and specify the date when the screenshot was made. 
• Can you please advise if you were required to fill in your casino profile upon registration? Have you provided your address right after registration?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Natalia:

I was registered with this casino on or December 7th 2023. My csdimo profile is fully filled out and verified including identity verification which has.my address on it and address verification which is exactly what it sounds like. I had to open upload a utility bill showing my address. This was done in 2024.

What an absolute sham for them to addto their terms so recently and pretend they haven't updated them since March.I.have a screenshot I took on June 11th 2025 immediately after being informed the casino wouldn't be paying me.

I am having troubles uploading the screenshot here. I did email it [email protected]. I'm not sure if you can pull it from there or instruct me on how to properly upload it here?

Thank you for your help in this matter.

Thank you very much for your reply, Slottys. Could you please forward the screenshot and all the relevant communication between you and the casino to [email protected]? Thank you in advance.

I have sent them to you. Note that I did not respond to the email from 21bit. Was not interested in going back and forth in perpetuity with a casino clearly intent on not paying out.

Based on the results of my player arbitration case I completed and the casinos response, they appear to have invoked a legal catch all to justify this.

This might be worth escalating to the upper management of Dama NV directly.

Hi Natalia, Dama NV ended up reaching out today to the place where I initiated the original arbitration case and let them know that 21bit will be making me whole for my rightful winnings. I wanted to update you so you aren't spending any more time on this case. If needed I will return here regarding this, but otherwise, I do appreciate your team reaching out to me to suggest filing a complaint here and all the subsequent work put in. Thank you.

Dear Slottys, thank you for sharing your updates. I will now close your complaint as rejected, per your request. However, feel free to contact us again if your issue remains unresolved directly with the operator and you wish to reopen it. We wish you success in resolving your problem with another arbitration platform.

Don't hesitate to reach out to us in the future if you encounter any other issues with this or any other casino. We are here to assist you.

Best regards,

Natalia