21.com Casino - Los fondos del jugador han sido confiscados.

Hello to the Casino Guru team.

I am opening this formal complaint against casino 21.com due to the unjustified confiscation of my funds totaling ARS 446,801.26 and the total lack of transparency on the part of their support service.

Details of the incident:

I had an accumulated balance of ARS 446,952.26 (which was listed under the "Bonus" category in my account, as you can see in the first attached screenshot). Suddenly, my balance completely disappeared from the screen, leaving the account at just ARS 151.

The casino's false response:

I contacted technical support on four (4) separate occasions. On all of them, the agents responded verbally that the balance had disappeared because I supposedly made "three consecutive bets of ARS 144,000 each."

When I requested proof or technical records of these bets, the agents flatly refused to provide them, arguing that "internal policies do not allow it," forcing me to review my 'Bets' section myself (I have attached screenshots of the chats with agent Jenesis). In that conversation, the agent explicitly stated in writing that the alleged bets had been placed "at 10:15 AM Argentine time."

Conclusive evidence of falsehood and fraud:

Following support's instructions, I accessed my gaming history on the 'Sweet Bonanza' slot machine and took a clear screenshot (which I've attached as conclusive proof). Analyzing the history mathematically demonstrates two serious lies by the casino:

My actual bets were for smaller, normal amounts (ARS 50 and ARS 100 withdrawals). There is absolutely no record of the three alleged bets totaling ARS 144,000 that technical support used as an excuse to empty my account.

The platform's transaction IDs record movements at 13:15, which openly contradicts the written statement of the support agent, who assured that they occurred at 10:15 AM.

Application:

It has been proven that the casino illegally confiscated my bonus balance using false pretenses and by withholding information. I request Casino Guru's intervention to compel 21.com to provide its official server records and return all of my confiscated funds.

Hola al equipo de Casino Guru.

Abro esta queja formal contra el casino 21.com debido a la confiscación injustificada de mis fondos por un total de ARS 446.801,26 y la falta total de transparencia por parte de su servicio de soporte.

Detalles del hecho:

Yo tenía un saldo acumulado de ARS 446.952,26 (el cual figuraba bajo la categoría de "Bonus" dentro de mi cuenta, como se puede corroborar en la primera captura de pantalla adjunta). De un momento para el otro, mi saldo desapareció por completo de la pantalla, dejando la cuenta en apenas ARS 151.

La respuesta falsa del casino:

Me comuniqué con el soporte técnico en cuatro (4) oportunidades distintas. En todas ellas, los agentes me respondieron de forma verbal que el saldo se había esfumado porque yo supuestamente realicé "tres apuestas consecutivas de ARS 144.000 cada una".

Al solicitarles un comprobante o los registros técnicos de dichas jugadas, los agentes se negaron rotundamente a dármelos bajo el argumento de que "no se lo permiten las políticas internas", obligándome a revisar mi sección de 'Bets' por mi cuenta (adjunto capturas de los chats con la agente Jenesis). En dicha conversación, la agente afirmó explícitamente por escrito que las supuestas jugadas habían sido realizadas "a las 10:15 AM hora argentina".

Evidencia contundente de falsedad y fraude:

Siguiendo las directivas del soporte, ingresé a mi historial de juego en el tragamonedas 'Sweet Bonanza' y tomé una captura de pantalla nítida (la cual adjunto como prueba reina). Al analizar el historial se demuestran de forma matemática dos mentiras graves del casino:

Mis apuestas reales fueron de montos menores y normales (giros de ARS 50 y ARS 100). No existe absolutamente ningún registro de las tres supuestas apuestas de ARS 144.000 que el soporte técnico utilizó como excusa para vaciarme la cuenta.

Los IDs de transacción de la plataforma registran movimientos en el horario de las 13:15, lo cual contradice abiertamente la declaración escrita de la agente de soporte, quien aseguró que ocurrieron a las 10:15 AM.

Solicitud:

Queda demostrado que el casino confiscó ilegalmente mi saldo de bono utilizando argumentos falsos y ocultando información. Solicito la intervención de Casino Guru para que obligue a 21.com a rendir cuentas ante sus registros de servidor reales y me restituya la totalidad de mis fondos confiscados.

Important notice:

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Stay safe.

Hello, Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history covering the exact time of the incident along with any relevant communication to attila.g@casino.guru? Additionally, could you please attach a screenshot directly from the game, displaying the maximum available bet size?

Please understand that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Attila

Hello Attila,

I have attached the requested evidence. As you can see in the screenshots, my bets on Sweet Bonanza were $50, $100, and $125 ARS, far from the alleged $144,000 ARS bets the casino attributes to me. Furthermore, I have attached a screenshot of the game menu showing that the maximum limit allowed by the system is $30,000 ARS, mathematically rendering the casino's accusation impossible. My confiscated balance is also shown to be zero.

I await your help. Thank you very much!

Hi Attila,

I am attaching the requested evidence. As shown in the screenshots, my bets were $50, $100, and $125 ARS on Sweet Bonanza, far from the alleged $144,000 ARS bets the casino claims I made. Additionally, I am attaching a screenshot of the game's menu, proving that the maximum bet limit allowed by the system is $30,000 ARS, making the casino's accusation mathematically impossible. My confiscated balance leaving my account near zero is also visible.

I look forward to your help. Thank you very much!

Hola Attila,

Adjunto las evidencias solicitadas. Como se puede ver en las capturas, mis apuestas fueron de $50, $100 y $125 ARS en Sweet Bonanza, muy lejos de las supuestas apuestas de $144.000 ARS que el casino me adjudica. Además, adjunto captura del menú del juego donde se demuestra que el límite máximo permitido por el sistema es de $30.000 ARS, haciendo matemáticamente imposible la acusación del casino. También se aprecia mi saldo confiscado quedando en cero.

Quedo a la espera de su ayuda. ¡Muchas gracias!

Hi Attila,

I am attaching the requested evidence. As shown in the screenshots, my bets were $50, $100, and $125 ARS on Sweet Bonanza, far from the alleged $144,000 ARS bets the casino claims I made. Additionally, I am attaching a screenshot of the game's menu, proving that the maximum bet limit allowed by the system is $30,000 ARS, making the casino's accusation mathematically impossible. My confiscated balance leaving my account near zero is also visible.

I look forward to your help. Thank you very much!

Thank you very much for your response. Based on one of the screenshots you sent me via email, it seems that the funds were credited as bonus funds. Could you please confirm whether these winnings originated from a bonus?

Additionally, in order for me to properly asses the issue, could you please share your game history? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period.

Thank you in advance for your reply.

Dear cuartetero_87,

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, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru