Hello

I won a total of €8,806 from a casino called 21.com from 19.2 to 22.2. I waited for withdrawals for a little over a week until I found out that my winnings had been confiscated and €45 had been returned to my balance. The reason for this was a violation of the bonus terms and conditions. According to them, I had another account with them (sister casinos) even though I have played there with the same bank details and my account has been KYC-verified at all the group casinos I have played at. According to them, I violated the bonus terms and conditions because I gave them the "wrong" email address. Currently, I only have my email in use: . And not my old email (: ) which I gave to their sister casinos a couple of years ago, I don't use this old email anymore. A bit shady to deny my winnings because of a new email, because there was no such rule on their website that they would cancel my winnings just because of an email. Really disappointed with the casino's behavior. I have been in contact with the streamers who promote this casino, and one of them has tried to help me in the situation. I have screenshots of withdrawals and parts of the winnings on my computer, I can send them to you if necessary. There are also emails.

Hei

Voitin 19.2-22.2 yhteens? 8806€ 21.com nimiselt? kasinolta. Kotiutuksia odottelin v?h?n yli viikon, kunnes sain tiet?? ett? voittoni on takavarikoitu ja saldooni oli palautettu 45€. Syyn? t?lle oli bonusehtojen rikkominen. Heid?n mukaansa minulla oli toinen tili heille (sisarkasinoille) vaikka olen samoilla pankkitunnuksilla pelaillut siell?kin ja kaikilla konsernin kasinoilla mill? olen pelannut tilini on KYC-vahvistettu. Heid?n mukaansa rikoin bonusehtoja, koska annoin heille "v??r?n" s?hk?postiosoitteen. Minulla on nyky??n k?yt?ss? vain s?hk?postini: vilzujarvi@gmail. Eik? vanha s?hk?postini (:[email protected]) mink? annoin heid?n sisarkasinoilleen joskus pari vuotta sitten, en k?yt? t?t? vanhaa s?hk?postia en??n. V?h?n h?m?r?? toimintaa uuden s?hk?postin takia ev?t? voittoni, koska t?ll?ist? s??nt?? ei heid?n sivuillaan lukenut, ett? pelk?n s?hk?postin takia he peruisivat voittoni. Todella pettynyt kasinon k?ytt?ytymiseen. Olen ollut yhteydess? striimaajiin, jotka t?t? kasinoa mainostavat, ja toinen heist? on yritt?nyt auttaa minua tilanteessa. Minulla on screenshotit kotiutuksista ja osista voitoista tietokoneellani, voin ne l?hett?? tarvittaessa teille. My?s s?hk?posteja l?ytyy.

Dear viltsu2222,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with your winnings being confiscated. I understand how frustrating it must be to wait for withdrawals, only to find out that your balance has been reduced significantly.

To better understand your case and assess how we can help, could you please clarify the following details?

• When exactly did the casino inform you that your winnings had been confiscated? Did they provide any official explanation in writing?
• Did they specify which bonus terms and conditions you allegedly violated, aside from the email address issue?
• Have you ever used a different account (old email) at 21.com or any of their sister casinos?
• Do you still have access to the old email, or is it completely inaccessible to you now?
• Could you forward any relevant communication with the casino (including their explanation for the confiscation) to [email protected]?

Your cooperation is crucial if we want to proceed with your case and try to resolve the issue. The more details and supporting evidence we have, the stronger our position will be in mediating this situation.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I sent you an email.

Laitoin sinulle s?hk?postia.

I would like to correct one thing, there were a total of €8809 in withdrawals, of which they returned €45 to me (my original deposits). So they confiscated a total of €8764 from me.

Haluaisin viel? korjata yhden asian, kotiutuksia oli yhteens? 8809€ joista he palauttivat minulle 45€ (alkuper?iset talletukseni). He takavarikoivat minulta siis yhteens? 8764€.

HI viltsu2222,

Thank you for your update and for sending the email. I also appreciate the clarification regarding the total amount confiscated.

Could you please confirm whether your old email address was used to create an account specifically at 21.com in the past, or was it only registered at one of their sister casinos? This detail is important in understanding the casino’s reasoning behind their decision.

Looking forward to your reply.

The old email has only been used for sister casinos, 21.com I only used my new email and I have no other users made for them.

Vanhaa s?hk?postia on k?ytetty vain sisarkasinoille, 21.com k?ytin vain uutta s?hk?postiani eik? minulla ole heille muita k?ytt?ji? tehty.

Hi Viltsu2222,

Thank you for your reply and for clarifying the email details.

One last question: were your winnings accumulated from a free bonus or from a deposit bonus?

Looking forward to your response.

My winnings were from the deposit bonus. Specifically, their welcome bonus

Voittoni olivat talletusbonuksesta. Tarkennettuna heid?n welcomebonus

Thank you very much, viltsu2222, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you for your help!

Kiitos avustasi!

Hello there,

Thank you viltsu2222 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 21.com Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and how we can help resolve this issue.

Thank you!

I hope this gets cleared up, I don't think I've broken any rules. If I have, 21.com has hidden this rule somewhere.

Toivon, ett? t?m? selvitett?isiin, mielest?ni en ole rikkonut mit??n s??nt??. Jos min? olen rikkonut, 21.com on piilottanut t?m?n s??nn?n johonkin

Hello!

21.com returned €1965 to my account. According to them, the maximum win from the welcome bonus is €2000, which is why they returned this amount. I asked them earlier (I have screenshots of the conversation with customer service) whether the maximum win no longer applies if the wagering requirement has been met. They replied that the maximum win limit no longer applies after the wagering requirement. I won about €1400 from the bonus when the wagering requirement was completed, and I won €8809 after that. I would also like the rest of my winnings.

Hei!

21.com palautti pelitililleni 1965€. Heid?n mukaansa maksimivoitto tervetulobonuksesta on 2000€ ja siksi palauttivat t?m?n verran. Kysyin asiasta aikaisemmin heilt? (minulla on screenshotit keskustelusta asiakaspalvelun kanssa) ett? koskeeko maksimivoitto en??n jos kierr?tyksen on pelannut l?pi. He vastasivat, ettei maksimivoittoraja koske en??n kierr?tyksen j?lkeen. Voitin bonuksesta noin 1400€ kun kierr?tys oli valmis, ja voitin t?m?n j?lkeen 8809€. Haluaisin my?s loput voitoistani.

Thank you for the update viltsu2222, I will request additional clarification from the casino representative and keep you updated about any new developments. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello viltsu2222,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear viltsu2222, I apologize for the lack of response; however, I was out of the office due to an injury. I am in contact with the casino representative, and we are discussing your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear viltsu2222, we are still discussing your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear viltsu2222, after a discussion with the representative, we have decided that the best course of action would be to recommend that you escalate the complaint with the casino's ADR and Gaming Authority. You can contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). I would appreciate it if you could provide me with a confirmation that you submitted the complaint either here or through my email. ([email protected]) Thank you in advance for your cooperation!

Dear viltsu2222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Peter.

21.com returned another €2000 to my account. Claiming that the maximum bonus limit is now €4000. As I have mentioned before, I won €8809 after wagering, not during the bonus money. So which of the parties you mentioned should I send a message to regarding my issue.

Thank you again.

-William

Hei Peter.

21.com palautti pelitililleni toiset 2000€. V?itt?en ett? maksimibonusraja onkin nyt 4000€. Kuten aiemmin olen maininnut, voitin 8809€ kierr?tysten j?lkeen, en bonusrahan aikana. Kummalle mainitsemistasi tahoista siis minun kannattaa laittaa viesti? asiaani koskien.

Kiitos viel? kerran.

-Viljami

Hi once again.

I sent a complaint to eCOGRa.

Br

-Viljami

Dear viltsu2222, thank you for the update. Please keep me informed about any developments from the side of eCOGRA. Thank you!

Dear viltsu2222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi. Still waiting on eCOGRAS answer. I sent them screenshots that they requested regarding this issue.

Dear viltsu2222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Peter!

I got an email from ecogra that they now have a "complete case file" meaning that they have evidence from both parties and will notify me when they have solved the dispute.

Dear viltsu2222, thank you very much for the update. Please keep us informed about any new developments!

Dear viltsu2222,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi! I havent heard back from ecogra yet.