- Joined
- Mar 16, 2012
- Location
- Scotland
Hello Forum and sorry for the long winded post......
I have an issue with 21.co.uk and have searched for Rep but couldn't immediately see one. If there is one please can someone point me in the right direction.
Yesterday i joined, deposited £100 and took the 100% match bonus. Just before I started playing i talked to a chat rep and requested a deposit limit on my account. I played for several hours I made the play-through requirements, within the bonus requirements and made a withdrawal of £830. As soon as i made the withdrawal i sent in my ID verification documents and received an email to say this morning to say they were reviewing them.
Earlier today i tried to login into my account to find it was locked. I contacted support via email to ask why but no response. I have now spoken with live chat...
The chat rep first informed me that i am self excluded on their network. Reading their terms (dated 4th Feb 2015) i could find nothing that references a network of casinos. They are citing this clause: "1.1 This agreement governs the relationship between ‘You’ and Intellectual Property and Software Ltd ("IP&S", “we”, “us” or “our”) when you access and use our Service(s) (as defined below)." with "US" being the definitive word. Now i know that i have self excluded from a casino on the network list that they gave me, but as said previously nowhere does it reference any other casino and that self exclusion applies to a network of casinos in their terms. Apparently the word "US" in the terms allows them to refer to their network and casinos in it. In my opinion this is BS.
Not that i am skeptical of casino industry (note sarcasm), I have been a long time lurker here, so i am aware of the things that go on, but i am pretty sure that if i had lost my deposit my account would still be open.
My further conversation with the chat rep confused me when she said: "We must refund any deposit made after a self exclusion has taken place, however, self excluded players never have winnings paid out to them, so I would have to contact the finance team, to arrange for them to contact you to arrange a refund.This was requested at 9.24 this morning" I certainly never requested a SE. She followed with "The notes do not say if it was via live help or email. I can send your details to our fraud and risk to team to track the IP address the request came from if you would like me to. If we can proove that it came from an address you have never used before, we will be able to reopen the acount?" then that "When you have requested a withdrawal and then self exclude, the withdrawal goes through as normal, however, as I mentioned earlier, if you would like me to I can request our tech support team track the IP address and overturn the self exclusion if we can prove it wasn't from you?"
At this stage i am completely baffled..... so according to my timeline i requested a withdrawal at 2am then a mystery SE was placed on my account at 9:34am (i presume by the casino themselves), so according to the chat hosts last statement i should be paid?! however the withdrawal is showing as cancelled at her end and cannot see the funds in my account.
Can anyone offer any advice on the best way to proceed to get my withdrawal? If you want any further information please let me know.
I will attach me chat conversation in a reply for reference, as you see i they offered to return my deposit, however i want my £830 withdrawal.......the chat host disappeared after a while.
Thank you.
I have an issue with 21.co.uk and have searched for Rep but couldn't immediately see one. If there is one please can someone point me in the right direction.
Yesterday i joined, deposited £100 and took the 100% match bonus. Just before I started playing i talked to a chat rep and requested a deposit limit on my account. I played for several hours I made the play-through requirements, within the bonus requirements and made a withdrawal of £830. As soon as i made the withdrawal i sent in my ID verification documents and received an email to say this morning to say they were reviewing them.
Earlier today i tried to login into my account to find it was locked. I contacted support via email to ask why but no response. I have now spoken with live chat...
The chat rep first informed me that i am self excluded on their network. Reading their terms (dated 4th Feb 2015) i could find nothing that references a network of casinos. They are citing this clause: "1.1 This agreement governs the relationship between ‘You’ and Intellectual Property and Software Ltd ("IP&S", “we”, “us” or “our”) when you access and use our Service(s) (as defined below)." with "US" being the definitive word. Now i know that i have self excluded from a casino on the network list that they gave me, but as said previously nowhere does it reference any other casino and that self exclusion applies to a network of casinos in their terms. Apparently the word "US" in the terms allows them to refer to their network and casinos in it. In my opinion this is BS.
Not that i am skeptical of casino industry (note sarcasm), I have been a long time lurker here, so i am aware of the things that go on, but i am pretty sure that if i had lost my deposit my account would still be open.
My further conversation with the chat rep confused me when she said: "We must refund any deposit made after a self exclusion has taken place, however, self excluded players never have winnings paid out to them, so I would have to contact the finance team, to arrange for them to contact you to arrange a refund.This was requested at 9.24 this morning" I certainly never requested a SE. She followed with "The notes do not say if it was via live help or email. I can send your details to our fraud and risk to team to track the IP address the request came from if you would like me to. If we can proove that it came from an address you have never used before, we will be able to reopen the acount?" then that "When you have requested a withdrawal and then self exclude, the withdrawal goes through as normal, however, as I mentioned earlier, if you would like me to I can request our tech support team track the IP address and overturn the self exclusion if we can prove it wasn't from you?"
At this stage i am completely baffled..... so according to my timeline i requested a withdrawal at 2am then a mystery SE was placed on my account at 9:34am (i presume by the casino themselves), so according to the chat hosts last statement i should be paid?! however the withdrawal is showing as cancelled at her end and cannot see the funds in my account.
Can anyone offer any advice on the best way to proceed to get my withdrawal? If you want any further information please let me know.
I will attach me chat conversation in a reply for reference, as you see i they offered to return my deposit, however i want my £830 withdrawal.......the chat host disappeared after a while.
Thank you.