21.co.uk - Winning confiscated

UNRESOLVED
posted on December 15, 2013.

21.co.uk have royally screwed me over and others need to be aware as there are similar complaints on this website.

Opened and account with 21.co.uk in the evening deposited £115 in total withdrew £527.25 by the end of the evening.

receive this email -

Hi ******,

I am writing to you regarding the account that you recently opened with us. Back in May, you requested to be self-excluded on our sister site, BetUK. As such, we have closed this account and voided all deposits. The £115 deposits will not be taken from your card and will be returned back to your available balance within a couple of working days. Should you have any questions, please do not hesitate to contact us.

Kind regards,

Jeff

Customer Service Agent

I have responded:

Hi

I have concerns yes, I have over £500 worth of winnings that I assume are now being cancelled?

****

I also tried the live chat where I got told "there is no way around this"

It is a totally con - I have read / re-read and searched their terms and conditions on both websites for a mention of the other and/or self exclusion being carried across both websites. There is absolutely nothing in it - no mention what so ever of either site.

I am not alone it would appear

http:/­/ww­w.c­asi­nom­eis­ter.co­m/f­oru­ms/­onl­ine­-ca­sin­os/­585­52-­all­-ve­rsi­ons­-pa­rti­cul­ar-­slo­t-s­ame­-al­l-s­ite­s.html

I look forward to their response.

posted on December 16, 2013.

21.co.uk first reply

Hi Tom,

I am afraid that as you are previously self excluded all deposits, withdrawals and gameplay on the account will be voided and your deposits will be returned to your available balance within the next couple of days.

Should you have any further questions or queries please don't hesitate to email us.

Kind regards,

Andrew

Customer Service Agent

www.21.co.uk

My Reply:

Hi,

I have not self excluded from this website, there is not one single mention on either betuk or 21.co.uk of the two websites being linked when I self excluded from betuk, also there was no mention of any affiliates program i.e exclude from one exclude from all. I believe I have rightfully deposited moneys and won and simply returning my deposits is not acceptable.

I have read through all your terms and conditions and both responsible gambling sections and there is absolutely nothing to suggest the two websites are linked.

If this can’t be resolved through your customer support I will have to seek advice and take action through the relevant gambling commission as it is so easy for you to say no and void all returns and leave me powerless.

Below is the exchange of email for my self exclusion from betuk - with no mention of another website.

Thanks,

******

REFERENCE NUMBER: LTK121530365419X

Please use this ticket number in any correspondence with us.

Hi *****,

Thank you for your email. Your account has now been self excluded, as per your request.

Your pending withdrawals have also been processed, these will be with you in 3-5 working days.

Should you have any further questions or queries please don't hesitate to email us.

Kind regards,

Patrick

Customer Service Agent

www.betuk.com

========== Original Message ==========

From: ********l <>

Subject: Self exclusion a/c tomonage86

Hi, I am wishing to self exclude myself from using your website for a period of 5 years.

I currently have 2 withdrawals processing for £300 and £180 I assume they will not be affected.

My details are as follows

Bet uk username: ********

***********

**********

Should you need any further details please email me.

Thanks *****

posted on December 16, 2013.

21.co.uk first reply

Hi Tom,

I am afraid that as you are previously self excluded all deposits, withdrawals and gameplay on the account will be voided and your deposits will be returned to your available balance within the next couple of days.

Should you have any further questions or queries please don't hesitate to email us.

Kind regards,

Andrew

Customer Service Agent

www.21.co.uk

My Reply:

Hi,

I have not self excluded from this website, there is not one single mention on either betuk or 21.co.uk of the two websites being linked when I self excluded from betuk, also there was no mention of any affiliates program i.e exclude from one exclude from all. I believe I have rightfully deposited moneys and won and simply returning my deposits is not acceptable.

I have read through all your terms and conditions and both responsible gambling sections and there is absolutely nothing to suggest the two websites are linked.

If this can’t be resolved through your customer support I will have to seek advice and take action through the relevant gambling commission as it is so easy for you to say no and void all returns and leave me powerless.

Below is the exchange of email for my self exclusion from betuk - with no mention of another website.

Thanks,

******

REFERENCE NUMBER: LTK121530365419X

Please use this ticket number in any correspondence with us.

Hi *****,

Thank you for your email. Your account has now been self excluded, as per your request.

Your pending withdrawals have also been processed, these will be with you in 3-5 working days.

Should you have any further questions or queries please don't hesitate to email us.

Kind regards,

Patrick

Customer Service Agent

www.betuk.com

========== Original Message ==========

From: ********l <>

Subject: Self exclusion a/c tomonage86

Hi, I am wishing to self exclude myself from using your website for a period of 5 years.

I currently have 2 withdrawals processing for £300 and £180 I assume they will not be affected.

My details are as follows

Bet uk username: ********

***********

**********

Should you need any further details please email me.

Thanks *****

posted on December 19, 2013.

The first email simply was ignored so I have sent them a 2nd this time with another unsatisfactory response.

Hi,

I wrote a complaint to you on the 16th of december, with no reply from yourselves.

The ticket number I was allocated was LTK12153010337738X.

Should you continue to ignore me I will lodge my complaint with the agcc as your conduct has been somewhat unprofessional to say the least.

I would also like to draw your attention to askgamblers.com where I have also posted my complaint after seeing an identical complaint to mine being resolved on the website.

I contacted the user in question and he has spoken to me in length about the issues he faced with your company, and his eventual resolution.

I will repeat myself from my previous complaint sent to you -

I have not self excluded from this website, there is not one single mention on either betuk or 21.co.uk of the two websites being linked when I self excluded from betuk, also there was no mention of any affiliates program i.e exclude from one exclude from all. I believe I have rightfully deposited moneys and won and simply returning my deposits is not acceptable.

I have read through all your terms and conditions and both responsible gambling sections and there is absolutely nothing to suggest the two websites are linked.

If this can’t be resolved through your customer support I will have to seek advice and take action through the relevant gambling commission as it is so easy for you to say no and void all returns and leave me powerless.

I will report this and I will not give up, so your apparent attempts to ignore me in what I see as a hope I will simply give up will not work.

I have received my deposits sum of £115 into my bank - which leaves me owed £412.25 of winnings.

Regards,

Their response:

Hi Tom,

I am attaching the original chain of correspondence from our records which clearly demonstrates your self exclusion from Bet UK in May.

REFERENCE NUMBER: LTK121530365419X

Please use this ticket number in any correspondence with us.

Hi Tom,

Thank you for your email. Your account has now been self excluded, as per your request.


Your pending withdrawals have also been processed, these will be with you in 3-5 working days.

Should you have any further questions or queries please don't hesitate to email us.

Kind regards,

Patrick

Customer Service Agent

www.betuk.com

========== Original Message ==========

Subject: Self exclusion a/c tomonage86

Hi, I am wishing to self exclude myself from using your website for a period of 5 years.

I currently have 2 withdrawals processing for £300 and £180 I assume they will not be affected.

My details are as follows

Bet uk username:**********

**********

**********

Should you need any further details please email me.

Thanks Tom

Under our Responsible Gaming Policy we have a duty to ensure that self excluded players are not financially disadvantaged when opening accounts on our sister sites and accordingly we void all transactions. By the same measure we cannot reward such players players as it encourages further addictive behaviour. I'm sorry to disappoint you.

Should you have any further questions or queries please don't hesitate to email us.

Kind regards,

Jeff

Customer Service Agent

www.21.co.uk

As you will see I have been quoted something I had already sent them in the email that was ignored.

I have responded one final time before I pursue legal action with alderney gambling control commission.

hi,

please refer to the email I sent on the 16th december with the title Re: Self Exclusion (LTK12153010337738X)

I have had to send a further email to your company as it was ignored, this email did get a reply and I am still not satisfied with the response.

Not only was there a failure to acknowledge my first email, the customer service agent decided to put it in information which I had already provided in the original email as a means to strengthen your argument.

I have never self excluded from your website, this is my self exclusion -

Hi, I am wishing to self exclude myself from using your website for a period of 5 years.

I currently have 2 withdrawals processing for £300 and £180 I assume they will not be affected.

My details are as follows

Bet uk username: ********

**********

********

Should you need any further details please email me.

Thanks Tom

REPLY -

Hi Tom,

Thank you for your email. Your account has now been self excluded, as per your request.


Your pending withdrawals have also been processed, these will be with you in 3-5 working days.

Should you have any further questions or queries please don't hesitate to email us.

Kind regards,

Patrick

Customer Service Agent

www.betuk.com

No mention of 21.co.uk or in fact any sister site exclusion.

The same can also be said for you responsible gaming policy as a reply to my last email, the customer service agent believes that in the policy it states sister sites are also covered, to which there is absolutely no mention of this. Customer service reply -

Under our Responsible Gaming Policy we have a duty to ensure that self excluded players are not financially disadvantaged when opening accounts on our sister sites and accordingly we void all transactions. By the same measure we cannot reward such players players as it encourages further addictive behaviour. I'm sorry to disappoint you.

Whilst I can appreciate customer service agents have a predefined set of rules to adhere to, the simple fact that there is no mention of these rules on either sites terms and conditions or responsible gaming sections is at best fraudulent, a company cannot simply make up its rules as and when it wants.

I ask you this time if I my problem could be escalated within your support system to that of a management figure at the least, as I spoke of in my last email I have spoken with another user of your site who had the same issue as you and his response was certainly not a resounding no I’m sorry to disappoint you.

I appear to be banging my head against a brick wall in regards to the customer service agents simply telling me no with out any substantiated reason i.e proof in your terms and conditions / responsible gaming guidelines. Surprisingly when I feel I am still owed £412.25 I will not simply take someones word that it says it in your policy. I shouldn’t have to send you your own policies to read but I have I read both policies and there is not one mention of either site being linked.

Should your final response be unsatisfactory or intact not even come, I will have to go to the Alderney gambling control commission - your licence provider with my problem. Detailing the following failures:

A) How another player can be given his winnings in the same instance

B) Why you have chosen to ignore askgamblers.com

C) Why you ignored my email from the 16th of dec

D) Your baseless claims of policy that are simply not written in said policy

Regards,

Tom

Heres to hoping they stop being such crooks.

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