Kodabet Casino - 플레이어의 상금은 몰수되었습니다.

Hello

I won a total of €8,806 from a casino called 21.com from 19.2 to 22.2. I waited for withdrawals for a little over a week until I found out that my winnings had been confiscated and €45 had been returned to my balance. The reason for this was a violation of the bonus terms and conditions. According to them, I had another account with them (sister casinos) even though I have played there with the same bank details and my account has been KYC-verified at all the group casinos I have played at. According to them, I violated the bonus terms and conditions because I gave them the "wrong" email address. Currently, I only have my email in use: . And not my old email (: ) which I gave to their sister casinos a couple of years ago, I don't use this old email anymore. A bit shady to deny my winnings because of a new email, because there was no such rule on their website that they would cancel my winnings just because of an email. Really disappointed with the casino's behavior. I have been in contact with the streamers who promote this casino, and one of them has tried to help me in the situation. I have screenshots of withdrawals and parts of the winnings on my computer, I can send them to you if necessary. There are also emails.

Hei

Voitin 19.2-22.2 yhteensä 8806€ 21.com nimiseltä kasinolta. Kotiutuksia odottelin vähän yli viikon, kunnes sain tietää että voittoni on takavarikoitu ja saldooni oli palautettu 45€. Syynä tälle oli bonusehtojen rikkominen. Heidän mukaansa minulla oli toinen tili heille (sisarkasinoille) vaikka olen samoilla pankkitunnuksilla pelaillut sielläkin ja kaikilla konsernin kasinoilla millä olen pelannut tilini on KYC-vahvistettu. Heidän mukaansa rikoin bonusehtoja, koska annoin heille "väärän" sähköpostiosoitteen. Minulla on nykyään käytössä vain sähköpostini: vilzujarvi@gmail. Eikä vanha sähköpostini (:[email protected]) minkä annoin heidän sisarkasinoilleen joskus pari vuotta sitten, en käytä tätä vanhaa sähköpostia enään. Vähän hämärää toimintaa uuden sähköpostin takia evätä voittoni, koska tälläistä sääntöä ei heidän sivuillaan lukenut, että pelkän sähköpostin takia he peruisivat voittoni. Todella pettynyt kasinon käyttäytymiseen. Olen ollut yhteydessä striimaajiin, jotka tätä kasinoa mainostavat, ja toinen heistä on yrittänyt auttaa minua tilanteessa. Minulla on screenshotit kotiutuksista ja osista voitoista tietokoneellani, voin ne lähettää tarvittaessa teille. Myös sähköposteja löytyy.

Dear viltsu2222,

Thank you very much for submitting your complaint. I’m sorry to hear about the situation with your winnings being confiscated. I understand how frustrating it must be to wait for withdrawals, only to find out that your balance has been reduced significantly.

To better understand your case and assess how we can help, could you please clarify the following details?

• When exactly did the casino inform you that your winnings had been confiscated? Did they provide any official explanation in writing?
• Did they specify which bonus terms and conditions you allegedly violated, aside from the email address issue?
• Have you ever used a different account (old email) at 21.com or any of their sister casinos?
• Do you still have access to the old email, or is it completely inaccessible to you now?
• Could you forward any relevant communication with the casino (including their explanation for the confiscation) to [email protected]?

Your cooperation is crucial if we want to proceed with your case and try to resolve the issue. The more details and supporting evidence we have, the stronger our position will be in mediating this situation.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I sent you an email.

Laitoin sinulle sähköpostia.

I would like to correct one thing, there were a total of €8809 in withdrawals, of which they returned €45 to me (my original deposits). So they confiscated a total of €8764 from me.

Haluaisin vielä korjata yhden asian, kotiutuksia oli yhteensä 8809€ joista he palauttivat minulle 45€ (alkuperäiset talletukseni). He takavarikoivat minulta siis yhteensä 8764€.

HI viltsu2222,

Thank you for your update and for sending the email. I also appreciate the clarification regarding the total amount confiscated.

Could you please confirm whether your old email address was used to create an account specifically at 21.com in the past, or was it only registered at one of their sister casinos? This detail is important in understanding the casino’s reasoning behind their decision.

Looking forward to your reply.

The old email has only been used for sister casinos, 21.com I only used my new email and I have no other users made for them.

Vanhaa sähköpostia on käytetty vain sisarkasinoille, 21.com käytin vain uutta sähköpostiani eikä minulla ole heille muita käyttäjiä tehty.

Hi Viltsu2222,

Thank you for your reply and for clarifying the email details.

One last question: were your winnings accumulated from a free bonus or from a deposit bonus?

Looking forward to your response.

My winnings were from the deposit bonus. Specifically, their welcome bonus

Voittoni olivat talletusbonuksesta. Tarkennettuna heidän welcomebonus

Thank you very much, viltsu2222, for providing all the necessary information. I will now transfer your complaint to my colleague, Peter ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you for your help!

Kiitos avustasi!

Hello there,

Thank you viltsu2222 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask 21.com Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and how we can help resolve this issue.

Thank you!

I hope this gets cleared up, I don't think I've broken any rules. If I have, 21.com has hidden this rule somewhere.

Toivon, että tämä selvitettäisiin, mielestäni en ole rikkonut mitään sääntöä. Jos minä olen rikkonut, 21.com on piilottanut tämän säännön johonkin

Hello!

21.com returned €1965 to my account. According to them, the maximum win from the welcome bonus is €2000, which is why they returned this amount. I asked them earlier (I have screenshots of the conversation with customer service) whether the maximum win no longer applies if the wagering requirement has been met. They replied that the maximum win limit no longer applies after the wagering requirement. I won about €1400 from the bonus when the wagering requirement was completed, and I won €8809 after that. I would also like the rest of my winnings.

Hei!

21.com palautti pelitililleni 1965€. Heidän mukaansa maksimivoitto tervetulobonuksesta on 2000€ ja siksi palauttivat tämän verran. Kysyin asiasta aikaisemmin heiltä (minulla on screenshotit keskustelusta asiakaspalvelun kanssa) että koskeeko maksimivoitto enään jos kierrätyksen on pelannut läpi. He vastasivat, ettei maksimivoittoraja koske enään kierrätyksen jälkeen. Voitin bonuksesta noin 1400€ kun kierrätys oli valmis, ja voitin tämän jälkeen 8809€. Haluaisin myös loput voitoistani.

Thank you for the update viltsu2222, I will request additional clarification from the casino representative and keep you updated about any new developments. Thank you for your patience during this time!

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.

Hello viltsu2222,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear viltsu2222, I apologize for the lack of response; however, I was out of the office due to an injury. I am in contact with the casino representative, and we are discussing your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear viltsu2222, we are still discussing your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear viltsu2222, after a discussion with the representative, we have decided that the best course of action would be to recommend that you escalate the complaint with the casino's ADR and Gaming Authority. You can contact the eCOGRA – an alternative dispute resolution service (https://ecogra.org/forms/adr-dispute-step-1) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). I would appreciate it if you could provide me with a confirmation that you submitted the complaint either here or through my email. ([email protected]) Thank you in advance for your cooperation!

Dear viltsu2222,

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.

Hi Peter.

21.com returned another €2000 to my account. Claiming that the maximum bonus limit is now €4000. As I have mentioned before, I won €8809 after wagering, not during the bonus money. So which of the parties you mentioned should I send a message to regarding my issue.

Thank you again.

-William

Hei Peter.

21.com palautti pelitililleni toiset 2000€. Väittäen että maksimibonusraja onkin nyt 4000€. Kuten aiemmin olen maininnut, voitin 8809€ kierrätysten jälkeen, en bonusrahan aikana. Kummalle mainitsemistasi tahoista siis minun kannattaa laittaa viestiä asiaani koskien.

Kiitos vielä kerran.

-Viljami

Hi once again.

I sent a complaint to eCOGRa.

Br

-Viljami

Dear viltsu2222, thank you for the update. Please keep me informed about any developments from the side of eCOGRA. Thank you!

Dear viltsu2222,

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.

Hi. Still waiting on eCOGRAS answer. I sent them screenshots that they requested regarding this issue.

Dear viltsu2222,

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.

Hi Peter!

I got an email from ecogra that they now have a "complete case file" meaning that they have evidence from both parties and will notify me when they have solved the dispute.

Dear viltsu2222, thank you very much for the update. Please keep us informed about any new developments!

Dear viltsu2222,

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.

Hi! I havent heard back from ecogra yet.

Thank you for the update viltsu2222, Please keep us updated about any new developments.

Hi, Still havent heard anything from eCogra

Are my email addresses publicly visible in the first posts in this thread? If so, can I hide/remove them from view by others?

Onko ensimmäisissä viesteissä tässä ketjussa näkyvissä minun sähköpostiosoitteet julkisesti? Jos on voisiko ne piilottaa/poistaa näkyvistä muilta.

Dear viltsu2222, your emails have been removed from the first post by my colleague at the beginning of the complaint resolution. All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello!

Thanks for the clarification.

I went through my account and history on 21.com and noticed that they have removed my biggest win from my betting history from 19-22.2 which was €4312. I am attaching screenshots here.

(Picture 1 is what I took in February and picture 2 is what the page looks like now)

1.

2.

Please note the time my win occurred. 14.37.10 €4312 win has disappeared.

Ridiculous activity 😀

eCogra is still investigating the situation, we'll see how 21.com has cheated and manipulated the evidence so that I won't get my winnings

Hei!

Kiitos selvennyksestä.

Kävin läpi 21.com sivulla tiliäni ja historiaani ja huomasin että he ovat poistaneet isoimman voittoni panoshistoriasta 19-22.2 joka oli suuruudeltaan 4312€. Liitän tähän screenshotit.

(1 kuva on minun ottamani helmikuussa ja 2 kuva on miltä sivulla nyt näyttää)

1.

2.

Huomaathan kellonajan, jolloin voittoni tapahtui. 14.37.10 4312€ voitto on kadonnut.

Naurettavaa toimintaa 😀

eCogra selvittelee tilannetta vielä, saa nähdä kuinka 21.com on huijannut ja muokannut todisteita etten saisi voittojani

Dear viltsu2222,

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.

Hi. I still haven't heard anything from eCogra. I'll keep you updated when I hear from them.

Hei. En ole kuullut vieläkään eCogralta mitään. Pidän sinut ajan tasalla, kun kuulen heistä jotain.

Thank you for the update viltsu2222, we are going to close the complaint as 'waiting for a decision from the regulator' for now. If you get any updates about the case from eCOGRA, you can request the complaint to be reopened, and we will continue resolving the case. You can also contact me through me email if needed ([email protected]). Thank you for your cooperation during the resolution of the case!

Kind regards,

Peter

Dear viltsu2222,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances 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.

Hello.

The situation has not changed since the last update. I still have €4800 to receive from the casino.

Hei.

Tilanne ei ole liikkunut mihinkään viimepäivityksestä. Minulla on vieläkin saamatta 4800€ kasinolta

Thank you for the update viltsu2222. Have you received any decision from eCOGRA or the licensing authority itself if you contacted it? Thank you in advance for your response!

Hi. Haven't heard anything from Ecogra. The 90 day "complete case file" claim has expired a long time ago. 21.com has also changed its name to "Karhubet". I also noticed some time ago that my biggest wins have been removed from my account history, but when I log in to the page, Pragmatic Games still shows my wins. Suspicious activity to remove all big wins that I "never won" at their casino. Also a big disappointment from Ecogra. They don't want/can't handle this matter properly.

Hei. Ecogralta ei ole kuulunut mitään. 90 päivän väitetty vastaamisaika "complete case file" on mennyt jo ajat sitten umpeen. 21.com on vaihtanut myös nimensä "Karhubet". Huomasin myös jonkin aikaa sitten, että isoimmat voittoni ovat poistettu tilini historiasta, mutta sivulle kirjautuessa pragmaticin pelit näyttää vielä voittoni. Epäilyttävää toimintaa poistaa kaikki isot voitot etten olisi "koskaan voittanut" heidän kasinollansa. Ecograsta myös iso pettymys. Eivät halua/osaa hoitaa tätä asiaa kunnolla.

Thank you for the update viltsu2222, Have you tried to contact the Malta Gaming Authority itself? (https://www.mga.org.mt/player-hub/lodge-a-complaint/)

Thank you for providing me with the email viltsu2222. Unfortunately, as the ADR ruled in the casino's favour and we do not possess any evidence to disprove their claim, we are forced to reject your complaint. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter