21bets Casino - A conta do jogador foi encerrada após o depósito.

Hello,

I opened an account here as dutch player. As always I read the T&C and found the dutch players werent able to play on the casino. I contacted support and they told me the following:

"Please note that, if your country is listed on our registration form, you are welcome to register with us."

So I deposited 200 EUR. Right after (like 2 minutes). My account was closed. I didnt even play with the deposit. Right after i received an email:

"Dear Marten

We can confirm that your account has now been closed.

Your account remains closed and if you need further clarification, you can find all the necessary information on our page."

I then contacted support multiple times telling them I understand, but that i want my deposit refunded. Which should be more then normal. Its been almost a week now and support isn't responding anymore. Would bre great if i could get some help.

Kind regards,

Marten

Dear MartenVisser,

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 confirm whether you were instructed to submit any documents required for verification before a refund can be processed?
• Am I understanding correctly that your account was blocked immediately after you made a deposit, without having the opportunity to play any games?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hi Petronela,

1. Yes, Iv'e sended verification documents and also received an email my account has been verified.
2. Yes, thats correct. Right after my deposit I couldn't login to my account anymore and a few minutes later received an email my account was closed.

Kind regards,

Marten

I fully understand your frustration, MartenVisser. However, I will set the timer for additional 12 days allowing to casino three full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your refund. Thank you in advance for your patience.

Dear MartenVisser,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.