Hej. Jeg er en af de tilsyneladende flere spillere, der den 14. marts 2023 fik deres konti låst, hævninger annulleret og saldi konfiskeret på alle de 8 kasinoer drevet af PressEnter Group gennem deres firma PB Group;
21.com
NeonVegas.com
RapidCasino.com
UltraCasino.com
NitroCasino.com
JustSpin.com
CasinoFest.com
XLBet.com
Jeg har været kunde for kasinonetværket i årevis, jeg registrerede min NeonVegas-konto helt tilbage i 2020, mens nogle af deres kasinoer er af en nyere tilføjelse.
På det seneste var de begyndt at tilbyde indbetalingsbonusser på en usædvanlig høj frekvens. De havde daglige indskudsbonuskampagner, der tilbød freespins, turneringskampagner, og oven i købet tilbød de generøst bonuspenge på indbetaling med jævne mellemrum.
Konstant indbetaling kombineret med deres høje udbetalingsgebyr på 3 euro pr. udbetaling førte til balanceakkumulering på disse individuelle kasinoer.
I det mindste i mit tilfælde kunne de ikke have valgt en bedre timing til at konfiskere mine saldi på tværs af alle de 8 kasinoer, næsten som om det var beregnet... da jeg allerede havde 2 udestående udbetalinger, som jeg foretog en dag eller to før, og da jeg forsøgte at foretage en tredje udbetaling den 14., de havde afbrudt mine konti fra Trustly Pay'n'Play, og jeg blev bedt af deres system om at foretage en indbetaling for at aktivere Trustly-tjenesten. Det er klart, at Pay'n'Play-funktionen ikke virkede på trods af at have foretaget en indbetaling.
Jeg kontaktede kundeservice, og de sagde, at de ville kontakte mig via e-mail. Nogle timer senere tømte de alle mine kasinosaldi og sendte mig en e-mail fra kundeservicen på et enestående websted (21.com) på vegne af hele deres netværk af 8 kasinoer, hvor de fortalte, hvordan de mistænker mig for at bryde deres vilkår og betingelser og baseret på at de har "konfiskeret" mine penge og lukket mine konti på alle deres kasinoer. Alle de konfiskerede aktiver var rigtige penge.
Mine henvendelser om karakteren af situationen blev mødt med respons; "Alle detaljerne er angivet i den forrige mail" - som kun vagt pegede på paragraf 17 og 20 i deres handelsbetingelser.
Manglende vilje til at uddybe yderligere om, hvorfor de har konfiskeret mine penge og spærret mine konti, jeg anmodede endnu en gang om, at mine penge blev returneret til mine kasinosaldi og få lov til at blive hævet, og i tilfælde af at de nægtede min anmodning, bad jeg dem også om at give mig med referencenummeret for hændelsen, så jeg kan åbne en billet med eCOGRA om denne tvist.
Deres svar var igen generisk og sagde, at min anmodning er blevet videresendt til den relevante afdeling, og at de vil vende tilbage til mig via e-mail, når de modtager et svar. Sidstnævnte udveksling fandt sted den 15. og endnu har der ikke været noget svar.
Jeg har spillet efter kasinoets regler; Jeg har satset mine indskud og bonusser. Jeg har ikke spillet spil, der ikke er tilladt med bonuspenge, selv når de uanmeldt tilføjede et af de spil, jeg nyder at spille, til listen over ikke tilladte spil. Heldigvis tjekkede jeg tilfældigvis bonusvilkårene netop den dag og lagde mærke til det. Godt en del af det er held, en del af det, at jeg var forsigtig, da jeg havde bemærket, at de begyndte at tilføje spil til den ikke-tilladte liste uden at underrette kunden om ændringerne, selvom de også for nylig lavede ændringer til de ToS, som de underrettede om.
Alt i alt var jeg totalt chokeret over de handlinger, som denne PressEnter-gruppe tog. Jeg forstår, at tab af spillere er en god forretning for kasinoer, og at tilbyde dem kampagner er en måde at få dem til at spille på dit kasino, hvad jeg ikke forstår, er dette forsøg på tyveri af kundeaktiver, når den kontinuerlige indsats med at tilbyde kampagner ikke har formået at vende kunden til et rentabelt aktiv for virksomheden. Dette føles som en desperat sidste udvej for at inddrive deres tab. Faktisk så desperat, at jeg var chokeret over, at et MGA-licenseret casino overhovedet ville overveje at prøve noget som dette, endsige gå efter det.
Hello. I'm one of the apparently several players who, on the 14th of march 2023, had their accounts locked, withdrawals cancelled and balances confiscated on all the 8 casinos run by PressEnter Group through their company PB Group;
21.com
NeonVegas.com
RapidCasino.com
UltraCasino.com
NitroCasino.com
JustSpin.com
CasinoFest.com
XLBet.com
I've been a customer for the casino network for years, I registered my NeonVegas account all the way back in 2020 while some of their casinos are of a more recent addition.
Lately they had started offering deposit bonuses on an unusually high frequency. They had daily deposit bonus campaigns that offered freespins, tournament promotions and on top of that they were generously offering bonus money on deposit every so often.
Constant depositing combined with their high withdrawal fee of 3 euro per withdrawal led to balance accumulation on these individual casinos.
At least in my case they couldn't have picked a better timing to confiscate my balances across all the 8 casinos, almost as if it was calculated... as I already had 2 pending withdrawals that I made day or two before and as I was attempting to make a third withdrawal on the 14th, they had disconnected my accounts from Trustly Pay'n'Play and I was asked by their system to make a deposit in order to activate the Trustly service. Obviously the Pay'n'Play function didn't work despite of making a deposit.
I contacted the customer service and they said they'll get in touch by email. Some hours later they emptied all my casino balances and sent me and email from the customer service of a singular site (21.com) on behalf of their whole network of 8 casinos telling how they suspect me of breaching their terms and conditions and based on that they've "confiscated" my money and closed down my accounts on all the casinos thereof. All the confiscated assets were real money.
My inquiries about the nature of the situation was met with response; "All the details are stated in the previous mail" - which only vaguely pointed to section 17 and 20 of their terms and conditions.
Unwillingness to elaborate further as to why they have confiscated my money and blocked my accounts, I once more requested my money to be returned to my casino balances and be allowed to be withdrawn and in the case they deny my request I also requested them to provide me with the reference number for the incident so that I can open a ticket with eCOGRA about this dispute.
Their response was again generic stating that my request has been forwarded to the relevant department and that they'll get back to me via email once they receive an answer. This latter exchange was on the 15th and as of yet, there has been no reply.
I have played by the rules of the casino; I've wagered my deposits and bonuses. I have not played games that aren't allowed with bonus money, even when they unannouncedly added one of the games I enjoy playing to the unallowed games list. Luckily I happened to check the bonus terms on that very day and noticed it. Well part of it being luck, part of it me being cautious as I had noticed them starting to add games to the unallowed list without notifying the customer about the changes, although they also recently made changes to the ToS that they did notify about.
All in all I was totally shocked by the actions taken by this PressEnter Group. I understand losing players are good business for casino and offering them promotions is a way to get them to play at your casino, what I don't understand is this attempted theft of customer assets when continuous effort of offering promotions has failed to turn the customer into a profitable asset for the company. This feels like a desperate last resort to recoup their losses. So desperate in fact, that I was shocked that an MGA licensed casino would even consider attempting something like this, let alone going for it.
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