I am writing to seek your assistance with a matter related to my account on a casino platform operated by the Pressenter Group. I have been a loyal and frequent player on this platform and many other from the group for the past year, and have always appreciated the excellent bonus system, clear visuals, and responsive customer service that the casino has provided.

However, I recently received a message from a Finnish-speaking customer service agent informing me that my account (and several others on the same casino group) had been closed and my deposits confiscated. Despite my repeated attempts to contact the casino's customer service team, I have not received any explanation or clarification regarding this issue.

As a result, I am deeply concerned and confused about this sudden turn of events, and I am now facing significant financial losses due to the confiscated deposits. I would appreciate any assistance you can provide in helping me to resolve this matter and recover my funds.

Dear rxsse,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that €10,000 (dispute value) is being held in your 21.com Casino account? Have you accumulated these funds with or without an active bonus?

Could you please advise which games you focused on when playing - slots, live games, etc.?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. 

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

Best regards,

Kristina

Dear Kristina,

Thank you for your prompt response. I appreciate the opportunity to provide further clarification regarding the matter at hand. The disputed amount, which is approximately 10,000 euros, is held in five different casinos under the same company, namely XLbet, RapidCasino, JustSpin, 21.com, and CasinoFest. These casinos were running a promotion which offered free spins to players who made deposits each morning. The disputed funds in question are the deposits that I made from my own bank account as I could not have anticipated that the casinos would confiscate the money. I would like to stress that all the money left in these casinos was my own and not bonus money.

The situation took an unexpected turn when I received an email informing me that my accounts had been closed and my funds confiscated. This left me bewildered as I am not aware of any wrongdoing on my part. I played the free spin campaign + games using my own money. However, no further explanation was provided. I would like to bring to your attention that, after being banned on March 14th, I took pictures of the bonus terms in one of the casinos and discovered that they had made changes, such as the allowed games, since then.

If necessary, I am happy to provide screenshots of the emails I have received from the casinos in question. If necessary I could also waive my rights under EU GDPR to obtain all relevant information, including my exact account balances and played games.

Thank you for your assistance, and I look forward to resolving this matter as soon as possible.

Sincerely,

Rxsse

Thank you very much for your reply, rxsse. I would like to emphasize that we cannot solve complaints about multiple casinos in one thread. If you experienced the same problem with other casinos, I would like to kindly ask you to submit new complaints about each.

Could you please clarify how much money 21.com Casino confiscated?

Dear Kristina,

Thank you for your response and guidance on addressing the issue with multiple casinos. I understand that I need to submit separate complaints for each casino, and I will proceed accordingly.

Regarding the confiscated amount from 21.com Casino, I am currently unsure of the exact amount, as I cannot log in to my account and haven't saved the information. Unfortunately, the casino has not been forthcoming with this information either.

I believe that the only way to find out the exact amount may be through a GDPR (General Data Protection Regulation) request, which would give me access to my personal data held by the casino. I will consider this option and provide an update once I have more accurate information.

Thank you for your assistance in resolving this issue.

Sincerely,

rxsse

Thank you very much, rxsse, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello rxsse,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite 21.com Casino to join the conversation.

Dear 21.com Casino,

Can you please provide information on why was the player's account blocked?

If the information can't be shared publicly, please send them to [email protected]

Hi @rxsse

Thank you for contacting us regarding this!

We have asked the relevant department for an update regarding your case. We will let you know as soon as we have received a reply back!

Kind regards,

Sally

Dear rxsse,

Just so you know, I'm still waiting for the evidence from the casino, to be able to better understand the situation.

Dear Sally / 21.com Casino,

I know that gathering all the relevant information takes a bit of time, but when can I expect any information from your security department?

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.

Dear rxsse,

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at [email protected].

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance. 

Thank you for your response and guidance in this matter. I wanted to inform you that I have already taken the suggested steps and submitted my complaint to eCOGRA via email. As the situation has not progressed, I am considering seeking legal assistance by consulting a lawyer to help me navigate this situation further.

In light of the complications arising

from multiple casinos and players being involved, I believe it might be a good

idea to issue a warning to all the casinos in question. This action could help

in preventing similar issues in the future and ensuring that players are aware

of potential challenges when dealing with these establishments.

I appreciate your support and will keep

you informed about any further developments in this matter. If you have any

additional advice or resources that might assist me, please do not hesitate to

share them.

Thank you once again for your help.

Best regards,

Rxsse

Dear rxsse,

Thank you for your response. As mentioned before although we are in communication with the casino, no real progress has been made regarding this case that's why the only possible advice is to submit a complaint to eCORGA which you have already done. I understand this is not a satisfactory solution to your issue, but under the current circumstances, there is not much else that can be done from our side. We will close this complaint as Waiting for the regulator's decision and will later adjust the classification of this case based on the official decision of the regulator. Please let me know how they responded or if you need any further assistance with anything else at [email protected] and I will do my best to assist you.

We wish we could be of more help.

Best Regards,

Michal

Dear rxsse,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by eCOGRA or MGA, we kindly request you to forward us their official statement at [email protected]. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Michal

Dear rxsse,

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.

Dear Michal,

It has been six months since my initial attempt to contact eCOGRA, and unfortunately, I did not receive any response during that time. Subsequently, I decided to resubmit my complaint just a month ago. I am pleased to inform you that yesterday, I received communication from 21.com support, who requested my banking information in order to facilitate the resolution of the matter.

After promptly providing the necessary information, I have successfully received the outstanding funds from all the casinos involved. From my perspective, this case is now considered closed.

Nevertheless, I believe it is important to address the manner in which the casinos handled this situation. I still hold reservations about the way in which the entire process was conducted, which I find to be highly suspicious.

Thank you for your attention to this matter

Sincerely,

Rxsse

Dear rxsse,

I'm glad your issue was finally solved and you received your winnings in the end.

Has the casino contacted you on their own or they were given advice by eCOGRA? Has eCOGRA contacted you and provided any decisions about your case?

I have sent you an email as well, can you please respond to it?

The player has communicated to us through email that, following the resubmission of their complaint to eCOGRA, the casino team opted to address the matter internally. Subsequently, upon the player's re-submission of their banking information, the casino team promptly disbursed the player's winnings. Since the player has now successfully received their winnings, we will update our system to categorize the complaint as 'resolved.'

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

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