Casino2021bet Support and Complaints Thread

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Welcome on board, casino2021bet. Thanks for joining our forum. 

thank you very much melissa.
I'll be here for whatever it takes. greetings.

Welcome to the LCB forum, Casino2021bet Representative! Thank you for being available to assist our members! 

hello, thank you so much for the excellent reception.
We are here to satisfy our customers, which is our mission and our constant concern, to make them happy.
thank you very much

Hello.
I have some serious problem with the casino2021bet.com
I opened an account on 07.10.2021 and verfied my account succesfully. I played some and won some. I made first withdrawal of 86€ on 18.10.2021 and it was completed on 20.10.2021.
Then I made second withdaral of 281€ on 23.10.2021. On 29.10.2021 I got a message that my account is closed and winnings confiscated for the reason "we found that you have in our customer registration data a duplication of account".
Well this is not true, I have not made other accounts or anyone from my family has done. I did not take any bonuses or free spins (so no reason to even try to open another account).
I have tried to ask more information (what are the duplicate information and when were these accounts registered etc.) from the operator but they claim they do not have any information to give, just some weird explanations that the legal department did the account closure and they cannot do anything about it.
I have played online casinos since 2006 and this is on of the most confusing attempt to confiscate players money.

I have around 1200€ in my account, so I really hope this issue can be solved with your help.

Hi PeraL,

Please private message me your casino username and we're going to notify the casino rep and see what's going on. 

Good afternoon, as it was communicated to the customer, by e-mail, the duplication of data regarding his account was detected in our database.
As per our terms and conditions, duplication of accounts is not permitted.
According to our terms and conditions, the customer was told by email that the total amount of their deposits would be credited to their account, which at this point has already been done.
You can confirm our terms and conditions here.

4.5 Your Account must be registered in Your own, correct, name and personal details and it shall only be issued once for You and not duplicated through any other person, family, household, address (postal or IP), email address, Access Device or any environment where Access Devices are shared (e.g. schools, workplaces, public libraries etc) and/or account in respect of the Services. Any other accounts which You open with us, or which are beneficially owned by You in relation to the Services shall be “Duplicate Accounts“. We may close any Duplicate Account (but shall not be obliged to do so). If we close a Duplicate Account:

4.5.1 all bonuses, free bets and winnings accrued from such bonuses and free bets obtained using that Duplicate Account will be void and forfeited by You;

4.5.2 we may, at our entire discretion, void all winnings and refund all deposits (less amounts in respect of void winnings) made in respect of that Duplicate Account and, to the extent not recovered by us from the relevant Duplicate Account, any amounts to be refunded to us by You in respect of a Duplicate Account may be recovered by us directly from any other of Your Accounts (including any other Duplicate Account); or

4.5.3 we may, at our entire discretion, allow usage of the Duplicate Account to be deemed valid in which case all losses and stakes placed by or for You through the Duplicate Account shall be retained by us.

With the most respectful regards.

Hello.

Once again, I have not opened any duplicate accounts to your casino. Only the one with the email sent to LCB support. 

You have not provided any evidence or information about this duplicate info, for example which account infos are the same, when the accounts were registered etc. When a casino operator decides to close customer account and confiscate winnings they need to provide evidence to reason their actions. You have not provided any just paste those Terms and Conditions.

And more over what could be the motive for me to open an another account as I did not take any bonuses or free spsins (as these are the normal resons people to try to open consecutive accounts).

And my account was succesfully verified. I made succesful withdraw, but when I won more all in a sudden this duplicate account appears.

As we told you, by email, who closed your account was the legal department, which has elements of all casino accounts, one of your items has been duplicated in another account. As you have read our terms and conditions, this is not possible, so we have transferred the missing amount of your deposits to your account and closed your account.
In casinos, there are laws and rules that we have to comply with judiciously, one of them is to keep our database properly updated and without duplication.
The account duplication data was sent to the competent authority in order to prove what we transmitted to you. With the most respectful regards.

What is this nonsense "one of your items has been duplicated in another account". Which item, people can have same name or same birthdate or what ever. You need to provide evidence that I have opened another account with your casino with my details. It is sad to see how this online casino world has turned to be like wild west. Operators can do almost as they please to confiscate customers funds and no explanation or evidence needs to be provide. Hope LCB finds this issue as "shady" as I do and there will be some reasonable resolution for this.

As you were told, there is a duplication of your data in our database.
We have proof of that, as we told you once again before.
Duplication is at the competent authority.
You have already received in your account, as agreed, the amounts that were missing from your deposits.
We don't like to do it publicly, so as not to divulge data, but the data that is duplicated is the phone, we are doing it here to keep our image clean.
In other words, and to finish this matter, we have evidence, which we sent to the competent authority and which we can show our LCB partners (that you trust, otherwise you wouldn't be here with this conversation), but we will not do it publicly.
Therefore, for us, complying with the terms and conditions and with all the legitimacy that they grant us, we return to your account, in duplicate, the totality of your deposits that are already in your account. Best regards.

Ok, the story of vague answers continues.

You wrote "the data that is duplicated is the phone" what does this mean? Has some other account same phone number as I have or what? I have had my number 20+ years so there should not be any other user with same number. I or some one else might have done a misclik when typing the phone number, but do not believe this is the case. I cannot check my phone number as you closed my account. We can arrange a phone call so you can verify my details and that this and only this account belongs to me.

But still this is irrelevant as it does not justify a casino operator to confiscate 1000€ of legitimate winnings from players account.

"Duplication is at the competent authority." and what does this mean, what is this compenent authority you keep talking about. 

Yes, you can show your evidence to LCB partners and you could also sent them to me by email (then it is not public).

Also you wrote "You have already received in your account, as agreed, the amounts that were missing from your deposits.", I did not agree anything. You just sent me email that my account is closed, winnings confiscated, and deposit will be returned.

 And for this part "we are doing it here to keep our image clean." First of all, to keep your image clean, you just do not close a players account and confiscate 1000€ winnings without any notice or any chance for player to reason, if there is some doubt about the players identity.

We requested the evidence from the casino. 

Hi, the duplication data has been sent to LCB as spoken.
All answers have been given, we just abide by our terms and conditions, which you have accepted by playing at our casino.
With the most respectful regards.

Hi PeraL,

The casino proved you broke their T&C therefore we consider this case closed.  

Have recently opened account with Casino2021bet.com, operated by SG International LP.

Deposited 200 euros, no bonus taken.

 During December, they locked my account and I was getting a message that my country was prohibited. I emailed them and provided them a screenshot that my account was not prohibited and they responded that it was a mistake from their side and that I was free to continue using their services.

 https://imgur.com/a/YvXXGY2

 All were ok for the next 3-4 weeks.

 However, i am now unable to log into my account for a month.

 https://imgur.com/a/6uOg5Q3

 Balance in my account was 662 euros on that day.

 Customer support first said that they are updating their platform

 https://imgur.com/a/o7nALI5

 After 8 days, they claim they still updating their platform

 https://imgur.com/a/CL0kT4o

 That was their last response from them, 20 days ago. Have sent them another 5-6 emails and they simply ignored my messages.

 All in all, I have done nothing wrong and they choose to ignore my emails so I am looking for your help to get my money back.

Hi spyrosc200,

Please private message me your casino username and ask the rep to look into your issue. 

Done.

Thank u for support

Hi I would like to give my two cents on the casino pulsz at first I thought they were a great casino and their games are pretty fun to play I'll say and every day they give you a little bit of bonuses to play for free with which is awesome and I deposited with them a few times and one time I actually win enough to want to withdraw it was a 144.00 dollars  they make me go through a long process of verifying my account which I did.  I gave my ID and my birth certificate social security number all that stuff just to do anything to verify my account and then they turned out that somehow I was in violation and they wouldn't tell the reason why I mean I've done nothing wrong I don't have multiple accounts nothing like that and now I'm locked out and never able to withdraw and I thought they were legit good casino but I was wrong so that's my two cents on them they suck and just be wary who ever else plays at pulsz.com

Think you confused casinos mate. Pulsz is operated from Yellow Social Interactive Limited while Casino2021bet is operated from SG International LP. Are they related? 

Hi spyrosc200,

The casino rep has been notified. Keep you posted. 

Thank you very much no matter the outcome

Is there any update from their representative regarding my complaint? 

Thank you

Unfortunately, we haven't heard from the rep. We'll send a reminder. 

Ok, thanks a lot MelissaN.

Will wait and hope they haven't left the boat already :) 

We received an update from the casino. They claim that they are updating their platform and they don't have access to the system therefore they couldn't provide evidence of the casino T&C breach. According to their words, you broke certain casino T&C but we are waiting for the evidence so we can see what the issue was and make the official statement. They state that your country was blocked by the license. 

As soon as we get more info we'll let you know. 

It is almost 2 months since they locked my account. It is definitely too much time for a platform update.

Apart from that, I haven't break any rule. Never.

My country WASN'T in their prohibited list when i registered and i was able to register normally without issues.

Although it is not important, my country is still NOT in their prohibited list. You can check their T&C as well.

https://imgur.com/a/PdqDNVd

They also confirmed via email that i was able to play with their site!

https://imgur.com/a/9ahm2E6

When a user ask you if he can use your platform from his country of residence and you confirm that all is ok, you can't claim that he broke any rule i guess. 

All in all, my country wasn't on their prohibited list, i was using their site normally and they even confirm via email that i was free to use their services.

It is one of those straight forward cases imo.

If they decide to restrict users from my country, they are free to do it.

But they should pay my balance first.

Am i wrong?

Thanks for the update. We've already asked the evidence of everything they stated as a breach of T&C and more insight into your case. We'll definitely investigate it further. They should have sorted it already, 2 months is a long time. 

Thanks a lot for your effords MelissaN

Hi MelissaN. Is there any update from Casino2021bet representative? Obviously they are still ''updating'' their platform and i still can't log into my account so that i can withdraw my balance.

Thanks for reminding me. No, we still haven't heard from the rep. We'll send a reminder and see what's going on. Last time the rep was unable to send the supportive evidence of your case. Let's see if he manages to do it this time. 

Another 2 weeks passed and still no sign from the rep?

Definitely Casino2021bet is one of my worst experiences ever had

No news from them. We'll try to reach them again.