Ag Awards

21 Grand Casino - Refusal to pay out wins

Complaint Info
Disputed casino 21 Grand Casino
Reason Declined payment
Amount € 240
Posted on August 20, 2014

I have being playing European roulette for a couple of weeks, with a deposit of Euro 50. Stopped playing daily if wins were between 15 and 25 Euro. At balance Euro 240, I decided to have a payout. Went through the total verification process and waited since 28-07-2014 for the payout. Received email last week, stating that all was in order and that money will be paid out within a couple of days. Yesterday, 11-08-2014 a lady from the Casino phoned, and ask for personal verification and then mentioned, that I used a system to double up when loosing on color, and that was not allowed in Europe. They will thus only pay me the deposit on 50 and 25. I said to her, that I actually do not agree and that I will send her an email. Meanwhile, I have send her an email, demanding full payout, answers to my long outstanding query ( several emails where send) of money that disappeared when connectivity was interrupted and naturally any information on the mentioned rule contravention, if any.
To be quiet honest, I believe, that this specific casino is not too happy to pay out and looking for excuses.

Posted on August 14, 2014

Hi there,

My name is Chris and I have been asked to speak for the 21 Grand. Can you please send me your casino ID, email address or full name so they can check your account?

You can either state your casino username here or send me any of those details to chriso­nli­nea­rbi­tra­tio­[email protected]­mai­

Kind Regards,


Posted on August 15, 2014

Hello again,

After examining the player account, the casino did find that the player used a forbidden betting system for roulette: the Martingale betting system. (http:­//e­n.w­iki­ped­ia.o­rg­/wi­ki/­Mar­tin­gal­e_(­bet­tin­g_s­ystem))

According to the T&C of 21 Grand:

6.3. The casino reserves the right to void any winnings if player is suspected of fraud or fraudulent activity or if it is determined by the casino management that the player made use of computer systems, system play/wagering such as card counting e.g., including machine, computers and fraudulent software.

Betting systems are not allowed by most online casinos and 21 Grand is no different.
In light of this betting system enacted by the player winnings have been voided and deposits refunded. The player can expect a full refund by next week.

Posted on August 18, 2014

Since 11-08-2014, when customer support contacted me, I am still waiting for my withdrawal of the original deposit, since the winnings have been declined. Phoned support today and insisted to speak to manager. Oh yes, after he examined my account, I was informed, that I could withdraw the deposit and he will put it onto my account with the casino immediately (why was that not done previously??). I was however previously promised on the 11th of August 2014, that the payout of my deposit would take 4 days (by the 16th) and that no further action was necessary from my side. Surprise, yes, I have to do another payout, again!!!! But only after the money had been placed back into the customer account at the casino. Well done 21 Grand Casino, you will always find excuses to delay or not to pay out. And then, please train your support team, so that customers are informed correctly.
When am I going to get feedback from technical department of your Casino on my mails regarding the disappearance of the bets when system lost connectivity???

Posted on August 20, 2014


As to your first point, there was some delay and back and forth due to the discovery of your betting system, despite of which a refund was offered. As to connectivity issue, if you had read the terms and conditions, both regarding a betting system and regarding all other issues, you would see that connectivity issues are not the responsibility of the casino but are the sole responsibility of the player to ensure an ongoing connection.

and I quote: "2.2. We shall not be liable for computer malfunctions, failure of telecommunications service or Internet connections nor attempts by you to participate in games by methods, means or ways not intended by us."

Posted on August 20, 2014

the original deposit amount has in fact been paid out and received today. Regarding the connectivity problem, your answer is simply not acceptable. If you place a bet and do not play, how can you then loose the bet (maybe even win a bet)??? To me, these rules etc are far fetched and I really do not recommend the casino after all the hassles and communications I have experienced. Sorry, 21 Grand Casino, you get a rating of 1 out of 10!!!!

Posted on August 20, 2014

You are welcome to close this complaint. Thank you.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy