Ag Awards

21 Casino - Locked account for no reason, bad communication

Complaint Info
Disputed casino 21 Casino
Reason Account closure
ilariblueberry United Kingdom Message
Posted on June 26, 2018

Dear Askgamblers,

A couple of weeks ago I signed up to 21casino as well as some other sites in the same group. I made a and availed of the welcome bonus.

I managed to play through my deposit which unfortunately lost. I took a little break and when I went back to play with my bonus I found that my account was locked. I received an email that I was banned from the group for some reason, but that they would reopen the account so that I can finish wagering. However this has never been done.

I am confident there is simply some miscommunication going on. I actually had an agent on live chat tell me he would unlock my accounts "right now", and subsequently that it had been done. The accounts were still locked, he then said it was an IT issue and would be resolved today. I never received a resolution and in fact got the same frustrating emails that the account is still under review. The issue here is the bonuses only get one month before they expire, the wagering is very large on them and I already lost my deposits. Totally unfair!

Posted on July 2, 2018

This complaint has been reopened as per 21 Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on July 2, 2018

Kindly note that all the players accounts are now open.

Although the network ban imposed will stand, the players accounts have been re-activated in order for her to complete play with the remaining bonus funds in her account. The player has been informed hereof via email on 28 June 2018.

We would as such ask that you kindly close the complaints raised please.

Kind Regards

Posted on July 2, 2018

Dear @ilariblueberry,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

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