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21.com Casino - Suspended my account due to fictitious self-exclusion

REJECTED
Deetothecee United Kingdom
posted on October 23, 2018.

I have a few account with 21.co.uk and with their affiliated sites

I have in the past had cooled down on other sites but from looking at the list of affiliate companies that was none of them

They asked for Id&v after I won 700 pounds and I provided that to them , then the account was suspended

I asked about 10 times why they suspended the account with very little information provided

They finally said that they believe I’ve self excluded , which I haven’t done, nor have I done generally

I can only assume this will go down the route of them hold my winnings ransom

I opened this specific account in September and I have made multiple deposits , as I have also done on their affiliated sites

If they want me to close the account, I will do so but I want my winnings or every deposit I have made with that casino and it’s affiliates which is actually more than the winnings

Deetothecee United Kingdom
posted on October 23, 2018.

Since my original message ,21.co.uk had sent me a email a day before suspension confirming they accept my self exclusion?? This is obviously something I didn’t do.

They have also suspended all my other affiliate accounts , luckily I recieved some of my winnings from royal panda before they did that

I don’t understand why they have done this? Surely UGC are aware of the pattern they have done to many other people and this should be seen against there rules and procedure .

I have tried to see if I’m self excluded but I can’t find a way to check I certainly have not orchestrated a self exclusion generally or just that site , why would I do that if I have winnings to withdrawal, moreover, if I did state I wanted self exclusion ( which I didn’t) surely that shouldn’t affect my winnings that I withdrew before the said self exclusion

I have found the whole customer services very poor and giving little information about the suspension ( I had a feeling that they would be trying to find reasons to not pay so I made sure I have SS the account details , confirming When I intially opened the account and what money I deposited ect.

I do hope they will see their error in their ways and hope they choose to resolve this matter before it escalated further

Regards

Denise Clark

posted on October 23, 2018.

Hello Denise Clark,

We are a different company than 21.co.uk so I am afraid that we cannot assist you directly. I would suggest you contact the company in question or follow the steps advised by UKGC;
https:­//w­ww.g­am­bli­ngc­omm­iss­ion.go­v.u­k/f­or-­the­-pu­bli­c/Y­our­-ri­ght­s/C­omp­lai­nts.aspx

Br
Alex

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