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21nova wont pay winnings and its been a month

Discussion in 'Payment Processing Issues' started by jojoclrk1, Apr 1, 2016.

    Apr 1, 2016
  1. jojoclrk1

    jojoclrk1 Dormant account

    Occupation:
    nursery worker
    Location:
    st leonards-on-sea
    I recently signed up to 21nova and deposited 50 pound and received a 210 bonus. i played a game called deserts treasure and hit pretty much the jackpot what was 5 scatters at 10 pound stake. This returned 5000 pound. i then finished up my wagering and had a balance of about 5200.
    I have then tried to withdraw and had a request for me to sign a deposit confirmation form what i did and emailed them back. They then ignored me for a week and after emailing them again they said they wanted four types of ID. I have had an email back from them saying this was accepted. I then emailed them for 7 days asking why my payment had not been approved.

    They said i needed ID what was rubbish as they had already accepted this. After forwarding there last email they said management wanted to confirm the payment. This has nearly been a month now.
    Then this morning i got an email saying my withdrawal had been declined and my funds where back in my account. Can anyone advise me what to do? I have screen shots of the lucky win and the balances before and after my withdrawal including all there emails? These are part of William hill group and based in Gibraltar so do they not to keep to any EU law?
    Any advise would be grateful Thanks Jo
     
  2. Apr 1, 2016
  3. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Hi Jo and welcome to the Forum.

    Not much can be done about WillHill/21Nova as they don't talk to 3rd parties about player disputes. 21Nova is also in the "Rogue Pit" here at CM as they have a predatory term for progressive wins.

    But maybe you could clarify one thing. What reason did they give you for canceling the withdrawal?

    As they are licensed in the UK they have to provide you with an ADR. That would be your next port of call.

    Here is the link to the ADR:

     
  4. Apr 1, 2016
  5. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I'll tell you exactly why they won't pay him. The clue is in the OP - he states he bet 10 quid on the spins. This exceed the maximum stake for bonus play.
     
    3 people like this.
  6. Apr 1, 2016
  7. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    I might be blind but i read the 1st Deposit T&C's and their General Terms 3 times now and could not find any max. bet restriction.
     
    2 people like this.
  8. Apr 1, 2016
  9. jojoclrk1

    jojoclrk1 Dormant account

    Occupation:
    nursery worker
    Location:
    st leonards-on-sea
    21 Nova not paying out winnings

    Hi thanks for taking your time to talk to me. Firstly in response to wagering question nowhere does it stake you can't play a fruit machine at 10 pound stake.

    There reasons are not valid i have just had another email saying they are validating my documents again. This is the second time they have said this and i have replied showing this process was shown to be complete.
    They are just stalling me by coming up with excuses and not answering my questions like. I asked "How long will the payment take"
    "what do management need to verify that takes 2 weeks" I have my email responses if you would like to view them?
     
    1 person likes this.
  10. Apr 1, 2016
  11. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    I could not find any restriction either, and i went through each sentence of their terms.

    Maybe you want to consider contacting IBAS as 1 month for a payment where the KYC docs have been approved is way to long. They probably reversed it back into your account in the hope you will get tired of waiting and play it back. DON'T DO THAT!!!
     
  12. Apr 1, 2016
  13. jojoclrk1

    jojoclrk1 Dormant account

    Occupation:
    nursery worker
    Location:
    st leonards-on-sea
    IBAS cases

    Hi, If I threaten 21nova with IBAS would this scare them into speeding up the payment? If they was persuaded would they have to pay a fine or stripped of any gambling authority?

    I have never heard of IBAS do you think they will enforce 21nova to pay me out. Thanks Jo

    PS they reversed the payment this morning with no valid reason
     
  14. Apr 1, 2016
  15. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    It is a fairly new UK license requirement to provide a player with an ADR (Alternative Dispute Resolution). Most casinos use IBAS.

    They might be persuaded to pay faster, you never know. I would do it only if am sure that i did not break any bonus rules while playing with the 1st Deposit bonus.

    Checklist:

    - You registered correctly (your name, address etc)
    - You deposited with your own card/Neteller account
    - You played the bonus according to the Bonus rules
    - You provided the KYC docs and they were approved

    If you can answer all with YES then write them an email that you waited long enough and if payment is not executed shortly you will consider contacting IBAS to file a complaint.

    Please note: This would be my course of action. Your call how you want to do it.
     
  16. Apr 1, 2016
  17. dunover

    dunover Unofficial T&C's Editor Staff Member CAG PABnononaccred PABnonaccred PABinit mm3 webmeister

    Occupation:
    International Money Launderer
    Location:
    the bus shelter, opposite GCHQ Benhall
    I have rarely if ever seen 10 quid spins allowed on bonuses. Hopefully for the OP I am wrong, I haven't read the terms as I don't touch Playtech sites but I'd be very surprised if no max bet rules.:confused:
     
  18. Apr 1, 2016
  19. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    Agree mate, that is why i went through them 3x because i just could not believe that they have none in place. But there is not a "iota" about max. bet.
     
    1 person likes this.
  20. Apr 1, 2016
  21. jojoclrk1

    jojoclrk1 Dormant account

    Occupation:
    nursery worker
    Location:
    st leonards-on-sea
    21 Nova not paying out winnings

    Thanks harry. i will wait for a response from there next email and threaten them with this check.

    They never seem to give a straight answer tho

    I will update you on this post showing my progress with the site.

    Thanks for everyone's input it is very appreciated
     
    1 person likes this.
  22. Apr 1, 2016
  23. lotusch

    lotusch Noob Webby webby PABaccred mm2

    Occupation:
    Fraud & Underwriting Team VRP / YapStone
    Location:
    Dún Dealgan
    I bet you,it won't take long before some "lines" are added in their t&c's soon.

    @jo:

    I hope all turns out well for you but this kind of behaviour from any casino is way beyond unacceptable!
    Avoid this casino like the plague in the future.

    To make sure you can play without any hassle and get paid without any hassle stick to the accredited casino's on this website.

    To be found here:

    http://www.casinomeister.com/forums/content.php?r=131-accredited-casinos

    These are at least decent casino's and most of them have an active rep on this forum should you ever come across an issue.
     
    2 people like this.
  24. Apr 1, 2016
  25. ginzink

    ginzink Non-Gambler

    Occupation:
    Student
    Location:
    Norway
    I just have to say kudos to you Harry for using so much time to help a fellow player! :thumbsup:
     
    4 people like this.
  26. Apr 1, 2016
  27. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    That is a regular stalling tactic, I'm afraid.

    Please do keep us updated, really hope though it will be sorted quickly.
     
  28. Apr 13, 2016
  29. jojoclrk1

    jojoclrk1 Dormant account

    Occupation:
    nursery worker
    Location:
    st leonards-on-sea
    Thanks so much for everyone's help. I can report with legal action using these sites mentioned.
    You must register/login in order to see the link.

    You must register/login in order to see the link.

    And mentioning i was going to name and shame on this site they finally authorised the payment. I sent about 20 emails and got complete nonsense stalling tactics and untrue responses.

    I have been scared off from playing on this site and I advise other players to stay well clear. Its supposed to be an enjoyment when you win. But when you get mucked about for a month at least over getting paid this was certainly not the case. Im not sure if these can be put in a bad pool of casinos but i hope so.

    Once again thanks to all who commented on this post
     
    4 people like this.
  30. Apr 13, 2016
  31. Harry_BKK

    Harry_BKK Senior Member CAG mm1

    Occupation:
    job is OK
    Location:
    Balcony
    That is the kind of post we want to read. Really happy for you that you got paid as it was quite a substantial amount. :thumbsup: :D :D

    Now go and enjoy the spoils :D :cheerleader: and please, next time chose a CasinoMeister accredited casino to play at. ;)
     
    1 person likes this.
  32. Apr 13, 2016
  33. KasinoKing

    KasinoKing WebMeister & Slotaholic.. CAG MM PABnonaccred webmeister

    Occupation:
    House-Husband and Casino Advisor
    Location:
    Bexhill on sea, England
    Thanks for letting us know!

    I only just noticed your location is only a couple of miles away from me - in fact, I lived in St Leonards for 40 years up until 3 years ago, when we moved all of one-and-a-half miles to Bexhill.
    If I ever need any help sorting out stalling casinos, I know where to come! :thumbsup:

    KK
     
  34. Apr 13, 2016
  35. lotusch

    lotusch Noob Webby webby PABaccred mm2

    Occupation:
    Fraud & Underwriting Team VRP / YapStone
    Location:
    Dún Dealgan
    I am happy for you mate. :thumbsup::)
     
  36. Apr 13, 2016
  37. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Just a reminder that 21Nova is in the rogue pit for ethical reasons: http://www.casinomeister.com/rogue/playtech_progressives.php - they are also marketed by affutd.com which is just CPays reskinned. For you newbies, CPays was a notorious affiliate program that encouraged black hat SEO and other unethical behavior from their affiliates. Do a few CPays searches here and you'll see what I mean. :rolleyes:
     
  38. Apr 13, 2016
  39. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    If they had a legitimate reason for not paying, no amount of naming and shaming would make a UK licenced casino cave so swiftly in so serious a matter as KYC, as this is something they must do, and get right, in order to keep their UK licence. It's also odd that they didn't use electronic verification for a UK player, which the UKGC state is the preferred option given that this is how things work in the UK as we don't have national ID cards.

    If they had reasonable grounds for withholding payment, their attitude would have been "bring it on" and they would have advised you to contact the ADR they use for UK players, and they would probably have said that they "don't take forums seriously" and will not be blackmailed.

    They probably realised that because they had already confirmed to you in writing that you had passed KYC, they could not then use a failed KYC as justification to the ADR for holding off on making the payment. It's more likely they didn't want to pay because you hit that 5 scatter jackpot, but then realised that they had failed to cover their arse in the T&C's for this eventuality, and that you being in the UK a "spirit of the bonus" disqualification would never wash in the small claims court, and probably not with an ADR either.

    It's a pretty poor show that the UKGC feel this outfit is worthy of a UK licence as the name William Hill lends it a level of undeserved credibility here in the UK, and one day William Hill itself is at high risk of having a huge chunk bitten out of it's arse from a PR shitstorm should this C-pays rebrand decide to really misbehave whilst using the William Hill branding. In it's previous guise, C-pays had built itself a reputation of stealing millions of dollars from the progressive payouts, and thus from all players who contributed to the funds. If it pulls such a stunt on a UK player now, the resulting shitstorm will probably do irreparable damage to the whole William Hill brand itself, not merely to it's online side.
     
    2 people like this.

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