Hall?. Jag ?r en av de uppenbarligen flera spelare som den 14 mars 2023 fick sina konton l?sta, uttag avbokade och saldon konfiskerade p? alla de 8 kasinon som drivs av PressEnter Group genom deras f?retag PB Group;
21.com
NeonVegas.com
RapidCasino.com
UltraCasino.com
NitroCasino.com
JustSpin.com
CasinoFest.com
XLBet.com
Jag har varit kund f?r kasinon?tverket i flera ?r, jag registrerade mitt NeonVegas-konto ?nda tillbaka 2020 medan n?gra av deras kasinon ?r av ett senare tillskott.
P? senare tid hade de b?rjat erbjuda ins?ttningsbonusar p? en ovanligt h?g frekvens. De hade dagliga ins?ttningsbonuskampanjer som erbj?d freespins, turneringskampanjer och ut?ver det erbj?d de gener?st bonuspengar p? ins?ttning d? och d?.
Konstant ins?ttning i kombination med deras h?ga uttagsavgift p? 3 euro per uttag ledde till att balansen samlades p? dessa enskilda kasinon.
?tminstone i mitt fall kunde de inte ha valt en b?ttre tidpunkt f?r att konfiskera mina saldon p? alla 8 kasinon, n?stan som om det var ber?knat... eftersom jag redan hade 2 v?ntande uttag som jag gjorde dag eller tv? innan och som jag f?rs?kte g?ra ett tredje uttag den 14:e, de hade kopplat bort mina konton fr?n Trustly Pay'n'Play och jag blev ombedd av deras system att g?ra en ins?ttning f?r att aktivera Trustly-tj?nsten. Uppenbarligen fungerade inte Pay'n'Play-funktionen trots en ins?ttning.
Jag kontaktade kundtj?nst och de sa att de skulle h?ra av sig via mejl. N?gra timmar senare t?mde de alla mina kasinosaldon och skickade mig ett e-postmeddelande fr?n kundtj?nsten p? en unik sida (21.com) p? uppdrag av hela deras n?tverk av 8 kasinon och ber?ttade hur de misst?nker mig f?r att ha brutit mot deras villkor och baserat p? att de har "konfiskerat" mina pengar och st?ngt mina konton p? alla kasinon d?rav. Alla de beslagtagna tillg?ngarna var riktiga pengar.
Mina f?rfr?gningar om situationens karakt?r m?ttes av gensvar; "Alla detaljer anges i det tidigare mailet" - som bara vagt pekade p? avsnitt 17 och 20 i deras villkor.
Ovilja att utveckla mer om varf?r de har konfiskerat mina pengar och sp?rrat mina konton, jag beg?rde ?terigen att mina pengar skulle ?terf?ras till mina kasinosaldon och f? tas ut och om de nekade min beg?ran bad jag dem ocks? att tillhandah?lla mig med referensnumret f?r h?ndelsen s? att jag kan ?ppna en biljett med eCOGRA om denna tvist.
Deras svar var ?terigen generellt och angav att min f?rfr?gan har vidarebefordrats till den relevanta avdelningen och att de kommer att ?terkomma till mig via e-post n?r de f?r ett svar. Detta senare utbyte ?gde rum den 15:e och hittills har det inte kommit n?got svar.
Jag har spelat enligt casinots regler; Jag har satsat mina ins?ttningar och bonusar. Jag har inte spelat spel som inte ?r till?tna med bonuspengar, ?ven n?r de oannonserat lagt till ett av de spel jag tycker om att spela till listan ?ver otill?tna spel. Som tur var r?kade jag kolla bonusvillkoren just den dagen och m?rkte det. En del av det ?r tur, en del av det ?r att jag var f?rsiktig eftersom jag hade m?rkt att de b?rjade l?gga till spel p? listan ?ver otill?tna utan att meddela kunden om ?ndringarna, ?ven om de nyligen ocks? gjorde ?ndringar i anv?ndarvillkoren som de meddelade om.
Allt som allt blev jag totalt chockad ?ver de ?tg?rder som vidtagits av denna PressEnter-grupp. Jag f?rst?r att f?rlora spelare ?r en bra aff?r f?r kasinot och att erbjuda dem kampanjer ?r ett s?tt att f? dem att spela p? ditt casino, vad jag inte f?rst?r ?r detta f?rs?k till st?ld av kundtillg?ngar n?r kontinuerliga anstr?ngningar att erbjuda kampanjer har misslyckats med att v?nda kunden till en l?nsam tillg?ng f?r f?retaget. Det h?r k?nns som en desperat sista utv?g f?r att f? tillbaka sina f?rluster. S? desperat faktiskt att jag blev chockad ?ver att ett MGA-licensierat kasino ens skulle ?verv?ga att f?rs?ka n?got liknande detta, ?n mindre att g? f?r det.
Hello. I'm one of the apparently several players who, on the 14th of march 2023, had their accounts locked, withdrawals cancelled and balances confiscated on all the 8 casinos run by PressEnter Group through their company PB Group;
21.com
NeonVegas.com
RapidCasino.com
UltraCasino.com
NitroCasino.com
JustSpin.com
CasinoFest.com
XLBet.com
I've been a customer for the casino network for years, I registered my NeonVegas account all the way back in 2020 while some of their casinos are of a more recent addition.
Lately they had started offering deposit bonuses on an unusually high frequency. They had daily deposit bonus campaigns that offered freespins, tournament promotions and on top of that they were generously offering bonus money on deposit every so often.
Constant depositing combined with their high withdrawal fee of 3 euro per withdrawal led to balance accumulation on these individual casinos.
At least in my case they couldn't have picked a better timing to confiscate my balances across all the 8 casinos, almost as if it was calculated... as I already had 2 pending withdrawals that I made day or two before and as I was attempting to make a third withdrawal on the 14th, they had disconnected my accounts from Trustly Pay'n'Play and I was asked by their system to make a deposit in order to activate the Trustly service. Obviously the Pay'n'Play function didn't work despite of making a deposit.
I contacted the customer service and they said they'll get in touch by email. Some hours later they emptied all my casino balances and sent me and email from the customer service of a singular site (21.com) on behalf of their whole network of 8 casinos telling how they suspect me of breaching their terms and conditions and based on that they've "confiscated" my money and closed down my accounts on all the casinos thereof. All the confiscated assets were real money.
My inquiries about the nature of the situation was met with response; "All the details are stated in the previous mail" - which only vaguely pointed to section 17 and 20 of their terms and conditions.
Unwillingness to elaborate further as to why they have confiscated my money and blocked my accounts, I once more requested my money to be returned to my casino balances and be allowed to be withdrawn and in the case they deny my request I also requested them to provide me with the reference number for the incident so that I can open a ticket with eCOGRA about this dispute.
Their response was again generic stating that my request has been forwarded to the relevant department and that they'll get back to me via email once they receive an answer. This latter exchange was on the 15th and as of yet, there has been no reply.
I have played by the rules of the casino; I've wagered my deposits and bonuses. I have not played games that aren't allowed with bonus money, even when they unannouncedly added one of the games I enjoy playing to the unallowed games list. Luckily I happened to check the bonus terms on that very day and noticed it. Well part of it being luck, part of it me being cautious as I had noticed them starting to add games to the unallowed list without notifying the customer about the changes, although they also recently made changes to the ToS that they did notify about.
All in all I was totally shocked by the actions taken by this PressEnter Group. I understand losing players are good business for casino and offering them promotions is a way to get them to play at your casino, what I don't understand is this attempted theft of customer assets when continuous effort of offering promotions has failed to turn the customer into a profitable asset for the company. This feels like a desperate last resort to recoup their losses. So desperate in fact, that I was shocked that an MGA licensed casino would even consider attempting something like this, let alone going for it.
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