Refusal/delay of deposit refund

I opened an account at 21Nova casino. I made 2 deposits and lost. Then they sent me 20 free spins and I won 101.40 euro. I did not break any rules because I read them in detail. I requested the winnings and they asked for my documents. I sent my ID card and 2 proof of address, mobile phone bill and telephone bill. They approved my papers. My account was perfectly verified. After a couple of days they communicated to me by email that by decision of the manager they would not pay me and my account had been closed. In conclusion they accepted my deposits, they checked my account and when I won they closed the account. This casino is a scam.

On the 9th of April 2016 I won around £8000 playing at 21nova using a bonus issued to me as a new customer, I finished the wagering requirement and was left with £7,725. I withdrew the next day and received emails for verification purposes, sent everything promptly. Was asked to notarise my ID document and also a bank statement, which I did and emailed. After a ridiculous amount of chasing they got back to me and asked me to get it all re-notarised as part of my ID was cut off in the document, fine, I got that done and resent it, it's now been a month since they received everything and every time I chase up to find out what's happening I get the stock 'we're looking into this, we'll get back to you' response. It's been months on end, I've sent notarised documentation twice (different bank statements as they wanted an updated one). There has been around 30 emails back and forth whilst I try to get somebody to actually update me properly and I've had no success. Awful customer service so far and I'd like to find out what exactly 21nova are playing at here and when I can expect to be paid.

I opened an account as I saw there was quite a generous bonus. Deposited £100 and got a £320 bonus. Played roulette and lost. Went to claim the second deposit- deposited £834 to get the £500 bonus but when I asked where my bonus was they said they had closed the account and that my deposit would be sent back to me. I waited a week for the deposit to be refunded and when it hadn't I contacted them. They said it had been processed on the 9th March and would take 5-7 business days. It still hadn't been returned to me by the 23rd March so I emailed them again and they told me they were keeping the deposit as I had violated the bonus terms and conditions (which I've just looked on the website and couldn't find?), and they will be keeping the money- which I never even got a chance to use!

I have been self-excluded from William Hill twice over the past few years, however they have let me open 3 or 4 accounts since then. Yes, I know I have a problem so I do the best to take control of it. Recently I opened an account with 21 Nova, and didn't realise it was William Hill until the deposits were taken. Upon opening an account I had an email from them saying I did not need to verify my identity because they had done so already. Following this I processed a withdrawl for £4,000 having lost £4,500. As soon as the withdrawl was processed I received an email asking for copies of the card associated with the account, and my driving license with proof of address. This wasn't a problem, I sent all of these in, and following this 21 Nova became increasingly tricky. The following day I called the 21 Nova phone number a total of 27 times, and 26 of those times I was diverted to a William Hill call centre that could not access any 21 Nova accounts or help me in any way, frustrating to say the least. When I finally got through to 21 Nova, with the intention of asking them why they are clearly holding onto my funds without reason I was lied to and told no documents had been received. I then gave the operator the time and after asking him on 4 separate occasions to check, he FINALLY admitted they had the documents. I then received further emails saying no documents had been received and blatantly lying in order to take advantage of a compulsive gambler such as myself. I am amazed at not only the fact they let me open the account having 'verified' who I was!? But also the fact they held onto the deposit because they knew full well given my illness I would lose it, and yes that's what happened. But it doesn't stop there, it gets even better. Whilst on 21 Nova I received a pop up notification saying I was one of the lucky 64 players who had won a share of the Everyones Jackpot, currently over £200,000+. The way in which this worked was the winner won 70% and then 30% was distributed among all other qualifying players, and I was 1 of 64 of those. You can guess what happened next... no funds were showing in my account so I emailed in, 21 Nova only wanted to know if I had "proof" of this such as a screenshot, and unfortunately I didn't so yet again I had been taken for a ride, thank you very much William Hill and 21 Nova. Personally I know I have a problem, but when you self-excluded from somewhere and have a ROGUE CASINO such as 21 Nova keep your withdrawl for ABSOLUTELY NO REASON AT ALL, that is basically fraudulent. I am interested to see what is done here, and to be honest given I was happy to withdraw £4,000 I believe as 21 Nova REFUSED that withdrawl illegally I should at least be refunded that amount, if not the entire amount given I was self excluded with a total of 6 accounts. It's a disgrace, you RE-TARGET ADVERTISING worked a treat, now I have lost a fortune and you've profited from this knowing full well the problem I have and how this could be exploited for the profits of the company. I cannot wait to hear your reply?

I opened an account with 21Nova, made a few deposits and was fortunate enough to win £1500.00. I made the withdrawal request, and sent my passport, my driving license, a utility bill and copies of the front and back of the depositing card,but they refuse to accept this as verification of who I am, and therefore are refusing to pay the withdrawal. I am very unhappy with this as every casino I have ever played at has accepted my passport and utility bill, and I also have an account with William Hill who own 21Nova,and they have no problem with my passport. Can askgamblers help, as I dont want to lose this money that I won fairly.