21nova wont pay winnings and its been a month

jojoclrk1

Dormant account
Joined
Apr 1, 2016
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
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
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:

If You remain unhappy with any solution offered by us then You agree that the matter may be referred for adjudication by the Independent Betting Adjudication Service (IBAS), telephone number +44 207 347 5883. Further details about IBAS can be found on www.ibas-uk.com . IBAS' decision will be final so long as the full facts are presented by all parties concerned. We are able to provide You with IBAS' postal address on request. Alternatively, you can raise your complaint using the Online Dispute Resolution (Online Dispute Resolution -ODR) platform at
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. The ODR platform will aid in the resolution of your complaint by facilitating communications between parties.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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.

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.
 

jojoclrk1

Dormant account
Joined
Apr 1, 2016
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?
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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?

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!!!
 

jojoclrk1

Dormant account
Joined
Apr 1, 2016
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
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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

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.
 

dunover

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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.

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:
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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:

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.
 

jojoclrk1

Dormant account
Joined
Apr 1, 2016
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
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
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.

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:

Link Outdated / Removed

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.
 

Harry_BKK

Dormant account
Joined
Dec 18, 2014
Location
Balcony
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

That is a regular stalling tactic, I'm afraid.

Please do keep us updated, really hope though it will be sorted quickly.
 

jojoclrk1

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Joined
Apr 1, 2016
Location
st leonards-on-sea
Thanks so much for everyone's help. I can report with legal action using these sites mentioned.
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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
 

Harry_BKK

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Joined
Dec 18, 2014
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. ;)
 

KasinoKing

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And mentioning i was going to name and shame on this site they finally authorised the payment.
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
 

lotusch

A little mix of Dutch and Irish
Joined
Jun 3, 2013
Location
Dún Dealgan
Thanks so much for everyone's help. I can report with legal action using these sites mentioned.
You do not have permission to view link Log in or register now.


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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

I am happy for you mate. :thumbsup::)
 

Casinomeister

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Location
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Just a reminder that 21Nova is in the rogue pit for ethical reasons: https://www.casinomeister.com/gambling-news/playtech-progressive-jackpots-scandal/ - 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:
 

vinylweatherman

You type well loads
Joined
Oct 14, 2004
Location
United Kingdom
Thanks so much for everyone's help. I can report with legal action using these sites mentioned.
You do not have permission to view link Log in or register now.


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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

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.
 
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