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I am writing to seek your assistance with a matter concerning my account on a casino platform operated by the Pressenter Group.

Recently, I received a message from a Finnish-speaking customer service agent, informing me that my account, along with several others on the same casino group, had been closed and my deposits confiscated. Despite multiple attempts to contact the casino's customer service team, I have not received any explanation or clarification regarding this issue.

The casinos in question are 21.com, JustSpin, XLBet, CasinoFest, and RapidCasino. Unfortunately, I am currently unaware of the exact amounts of money I had in each of the casinos. I only received one email from 21.com support, which informed me that all the casinos had been blocked and my money confiscated.

I am perplexed as to why this happened and why the casinos decided to confiscate my funds. They have been running a free spin campaign each morning for the past month or so, and I have participated in that. This campaign is also the reason I had a substantial amount of money in my account, as I made multiple deposits over the last month.

If necessary, I can attempt to acquire the exact amounts through a GDPR request, but it may take some time. In the meantime, I would greatly appreciate any assistance you can provide in helping me resolve this matter and recover my funds.

Thank you for your attention to this issue.

Sincerely,

Rxsse

Dear rxsse,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise which games you focused on when playing - slots, live games, etc.? When exactly did they close your account in XLBet? Did you request the GDPR data from the casino already? When was the last time the casino responded to you regarding your issue?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you for your assistance in this matter. To answer your questions, I mainly played slots, including the various slot games where I received free spins. My accounts were closed on the 14th of this month. When I contacted their live chat, they simply stated that they were not willing to discuss the matter further. I also sent two emails last week, but I have yet to receive any proper response from them.

As for your suggestion about requesting the GDPR data, I haven't done so yet. Should I proceed with this step?

I appreciate your guidance and look forward to resolving this issue as soon as possible.

Best regards,

Rxsse

Dear rxsse,

I think it is not necessary to do so yet. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello rxsse,

I'm Michal, and I have taken over your complaint. As I have mentioned in other cases for these casino group casinos I have reviewed this case, and I will contact the casino representative to see if I can help.

We would like to invite XLBet Casino to join the conversation.

Dear XLBet Casino,

Can you please provide information on why was the player's account blocked?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Hi @rxsse

Thank you for contacting us regarding this!

We have asked the relevant department for an update regarding your case. We will let you know as soon as we have received a reply back!

Kind regards,

Sally

Dear rxsse,

Just so you know, I'm still waiting for the evidence from the casino, to be able to better understand the situation.

Dear Sally / XLBet Casino,

I know that gathering all the relevant information takes a bit of time, but when can I expect any information from your security department?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear rxsse,

After some weeks of internal discussions and communications with the casino, no progress has been made regarding this case. We acknowledge that the investigation may be stalled by the involvement of multiple casinos and players, and therefore, we recommend seeking assistance from the Licensing Authority. As a possible solution, we suggest reaching out to eCOGRA, the official Alternative Dispute Resolution of the casino, by submitting your request here.

ADR is a free of charge service and the ruling reached by the nominated ADR entity will be considered final by both the Company and yourself, subject to full representation being given to all parties involved. You may submit a Claims Form at https://ecogra.org/forms/adr-dispute-step-1. Alternatively, you may email eCOGRA with details of your complaint at complaints@ecogra.org.

Kindly refer to this complaint as a point of reference. Let us know if you need any assistance when filing the official complaint and keep us informed about any further developments. Thank you in advance.

Thank you for your response and guidance in this matter. I wanted to inform you that I have already taken the suggested steps and submitted my complaint to eCOGRA via email. As the situation has not progressed, I am considering seeking legal assistance by consulting a lawyer to help me navigate this situation further.

In light of the complications arising

from multiple casinos and players being involved, I believe it might be a good

idea to issue a warning to all the casinos in question. This action could help

in preventing similar issues in the future and ensuring that players are aware

of potential challenges when dealing with these establishments.

I appreciate your support and will keep

you informed about any further developments in this matter. If you have any

additional advice or resources that might assist me, please do not hesitate to

share them.

Thank you once again for your help.

Best regards,

Rxsse

Dear rxsse,

Thank you for your response. As mentioned before although we are in communication with the casino, no real progress has been made regarding this case that's why the only possible advice is to submit a complaint to eCORGA which you have already done. I understand this is not a satisfactory solution to your issue, but under the current circumstances, there is not much else that can be done from our side. We will close this complaint as Waiting for the regulator's decision and will later adjust the classification of this case based on the official decision of the regulator. Please let me know how they responded or if you need any further assistance with anything else at michal.k@casino.guru and I will do my best to assist you.

We wish we could be of more help.

Best Regards,

Michal

Dear rxsse,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by eCOGRA or MGA, we kindly request you to forward us their official statement at michal.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Michal

Dear rxsse,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Michal,

It has been six months since my initial attempt to contact eCOGRA, and unfortunately, I did not receive any response during that time. Subsequently, I decided to resubmit my complaint just a month ago. I am pleased to inform you that yesterday, I received communication from 21.com support, who requested my banking information in order to facilitate the resolution of the matter.

After promptly providing the necessary information, I have successfully received the outstanding funds from all the casinos involved. From my perspective, this case is now considered closed.

Nevertheless, I believe it is important to address the manner in which the casinos handled this situation. I still hold reservations about the way in which the entire process was conducted, which I find to be highly suspicious.

Thank you for your attention to this matter

Sincerely,

Rxsse

Dear rxsse,

Thank you for your response. We are glad you have received your winnings in the end. We will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru