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Hi Spravedlivyj199 - welcome back.

We would direct you to our terms of use, specifically the following:


> "4.12.6 Where another ADR service, court, or regulatory entity has already reviewed the issue."


We do not review cases that have already received a ruling from another ADR provider. Doing so undermines the legitimacy of the ADR system by facilitating players simply cycling through the ADRs until such time as they get the answer that favours them.

Sorry we cannot be of further help,

CasinoReviews.com Complaints Team

This complaint has already been reviewed by another ADR. As such there is nothing we can do to assist this player.

At the end of 2022 and the beginning of 2023, I registered and played at several casinos, such as 21casino, Reload Casino, Casilando, and others, all of which are part of the White Hat Gaming Limited brand. I actively played for a long time, made deposits, won, withdrew my winnings, and completed verification processes to confirm my identity and address.

On February 12, 2024, I received a message from 21casino requesting documents for the Source of Wealth (SOW) verification. Specifically, they asked for my last three payslips, bank statements, or other documents to confirm my income, as well as a selfie with my ID. Since my deposits at 21casino were made using winnings from other casinos, I offered to send a statement from my Skrill account, showing the funds received on the same account from which I made deposits to their casino. For about a month, the casino did not contact me, and only on March 29, 2024, I finally received a response, which was just a duplicate of the email from February 12, 2024: “Following a recent routine review of your account, we kindly ask for your assistance in completing a Source of Wealth (SOW) check. This will only take a few minutes and will help us comply with licensing requirements and ensure the legality of transactions related to your account. For this process, we would appreciate it if you could provide your last three payslips and your most recent bank statement or any other documents that confirm your income. These details will help us fulfill our regulatory obligations.”

After this, I contacted the casino several times to clarify the possibility of submitting a Skrill statement, but without receiving a clear response, on April 2, 2024, I sent the Skrill statement. While waiting for a response from the casino, I checked my spam folder, hoping the casino’s response had been lost. Instead, I found an email dated March 15, 2024: “After reviewing your account, our Compliance and Risk Management team has decided to close your account. According to Clause 15.2 of our General Terms and Conditions, we reserve the right to close your account at any time for any reason. If we terminate your account for any reason, the following provisions will apply: 1. Your account is now terminated with immediate effect. 2. You are banned from the group. If you attempt to open any new accounts in the network, they will be terminated, and any funds accumulated will be confiscated.”

I was in complete shock, but since I received a letter on March 29, 2024, asking me to complete the verification process, I thought this might have been a mistake. Unfortunately, it wasn’t, and on April 12, 2024, I received the same message again about the account closure, the ban across the group, and the confiscation of my winnings. On the same day, I responded, explaining that I did not understand the reasoning behind the decision, and warned them that I would file a complaint through ADR. On April 29, 2024, I only received another duplicate message regarding the closure, with no further explanation.

On April 16, 2024, I submitted a complaint to eCOGRA. The complaint was accepted, and I provided all screenshots of my communication with the casino. Initially, I received a refusal, demanding that I complete the verification at the casino, but after informing eCOGRA that my account had been blocked before the verification could be completed, they continued to work on my complaint.

On May 21, 2024, I received a new email from the casino requesting that I complete the verification process. However, instead of my name, the email was addressed to “▇▇▇▇”: “Dear ▇▇▇▇, Thank you very much for submitting your documents for the Source of Wealth/Source of Funds (SOW/SOF) verification; we appreciate your cooperation. We require the following documents for subsequent deposits into your casino account. If you can download a PDF version of your statement, it would be helpful. - Your last three payslips, your P60, or your most recent self-assessment tax form - Your most recent bank statement showing your name, address, receipt of income, and transactions with us. If you can download a PDF version of your statement, it would be helpful. This may seem intrusive, but it is a requirement that we are obliged to follow. Casinos licensed by the UKGC are required to comply with this process, and we hope for your understanding.”

On May 23, 2024, I sent my most recent bank statements and payslips, and for the next two months, the casino again did not respond, despite my numerous messages. Finally, on July 19, I received the same account closure message once again, as before.

As of today, September 11, 2024, I am appealing eCOGRA’s decision and hope that you will take up my case, as it is clear that the casino has violated my basic rights as a player. I am willing to provide all correspondence, documents, as well as my appeal of eCOGRA's decision, as they unjustly sided with the operator without proper justification. I would be extremely grateful if you could help bring justice to this situation.

21 Casino - Appeal Regarding Unjust Account Closure and Confiscation of Winnings by White Hat Gaming Group Casinos

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