21.co.uk— player complaints: 6 in English

21.co.uk has locked my account without any explanation suspending 3100 GBP amount of money in my account. Last day I played was 2023 October 1st and after that day I could not log in to my 21.co.uk account. Tried to communicate with support through live chat, but they always respond in same way "your case is escalated to relevant department and they will contact you soon". Since account lock they have not reached me in any way and no update from them is received. Please help me get my money back.

I had a complaint as none of the promotions was working.... it told me to deposit and wager and i got free spins i did this and didn't get my free spins so i complained and was told i didn't claim it which i did and basically got told i was a lier.... but because i was annoyed i just advised to close my account which they did straight away.... i had funds pending which i had won on there and now i cant get my winnings they owed me over £150 of transactions that were pending

Hi I am a self confessed addict and have lost my wife,house and job due to gambling over the past 5 years. After seeking help I self excluded myself from many casinos and signed up to gamstop a year ago which was a god send. During the last year I have had low points where I tried to log onto sites to gamble but was stopped at the first hurdle as soon as I entered my email address but last night at a very low ebb I managed to get past this on 21.co.uk and entered my brothers name and date of birth although I used the email address postcode and bank details all registered with gamstop. When it said the card must be in the account holders name I assumed it would flag up there but it didn't. I knew full well that even if I won a million pounds I would never be able to withdraw it as it would flag up but I didn't care as the addiction and urge to gamble had taken over. I lost £5000 and would've lost more had they continued to take my deposits. I contacted them this morning to explain the situation as was told I would not receive any refund as the account was not in my name. I explained to them that any other sight I have tried knocks me back at the first hurdle with the email address or postcode. She kept saying that it was in a different name and I said yes I'm an addict when an addict needs to do what they do they will do anything to do it no matter what. I explained that surely the controls could be better than that as I had entered the same banned email address, post code, bank details and used a card that wasn't in the account holders name. Surely one of these could've flagged up in these fancy systems that they have? I also asked why on earth is a new player allowed to deposit up to £5000 within minutes of being newly registered? I was told this was something they need to look at. I know what I did was wrong but as I said an addict will do anything when the monster takes over and that's how easy it was and again she said this was something they need to take note of in the future. Can you help/give any advise on this one? Best regards [EDIT]

I was playing roulette and had my winnings up to £1500 in the account I left it open and went for dinner, when i returned the balance was at £0 they said it was gambled at a higher stake and cannot refund it even if I wasn't there at the time. The thing is I live alone so no one could of used my PC manually i explained that it was either a glitch or some form of remote access but as I wasn't there to see it that's all i can say. The first line customer service tried to help the best they can but everyone else came across as it was just one of those things all I received was a transaction transcript which shows the bets placed where very high more then i would dare to gamble. I would provide the e-mail correspondence but they retracted it so don't have access to it anymore but have kept the transcript if you want it. This is a lot of money to me so can't just sweep it under the carpet like they are hoping I will. Thanks [EDIT]

I payed for 150 free spins and they dint give it to me for 50$ and I got the email that they sent me for 150 spins and I got record of purchase 50$ Email too

The website is 21.co.uk where i deposited £220 and it let me deposit over the period of over a week and when I tried to withdraw the money they came back saying I had self excluded my self back in 2015 from stv bingo which is a sister site of theirs. It was never explained that this was the case and why let me deposit and play on so much thinking I had won and when I try and withdraw it does this to me.