RESOLVED: 21Prive (G'Day) Not paying freespin and bvirthday winnings

Please let me know if you are able to assist in this complaint.  Also note that I am pretty sure that did not sign up through your affiliate link because it was a long time ago and I just recently started lurking in this forum and find it an excellent place for my future casino endeavors.   If not, I can certainly understand and please just direct me to a reputable source solving this type of matters.

My account is now closed and all these statements are to the best of my knowledge with screen captures to detail the events. 

I registered at the site about 2 years ago and chose GBP in currency, made my first deposit there a year after I created the account and after speaking with the live chat to go over their terms and conditions making sure that everything is okay. After we had been through all points I make my deposit and claimed 1st deposit bonus and lost.

That was about a year ago.  After that I continue to receive weekly g offers and may or may not have deposited which I am not sure without looking into records.  what I am sure is that I had never won.   At least not until I received a free spin offer which I decided to log in and try.

When I logged in I also realized that I have a 5 birthday bonus which I never realized was there.

I managed to win on both the free spin and birthday bonus offer and withdrew one after another as soon as AI had completed each wager requirement.  Total amount won was GBP 586.87  and cashed out as shown in image below:

They asked for document s and 2 days after I submitted they came back and told me it was approved and waiting for withdraw to be processed.

 Next they came back and told me I had violated their terms by choosing GBP as currency so they will only pay one of my winnings up to 100.

 I read the terms at the time thinking fine I guess I did violate and was expecting a payment. It is now over a month and no communications and no payment received which they broke their promise.

In this time I was also thinking and have seek opinions from others that it is not a fair practice by the casino.  They can not just take my GBP deposits and when I loss take take thoise in open arms and now that I win they refuse to pay on the same currency they have continues to promote and accept from me. 

A reputable casino would not allow you to do to things they don't want you to and to take disadvantage of it by forfeiting your winnings.

The also cannot confiscate 1 of 2 winnings using the currency they do not allow and later disappear with what they promised to pay. 

I now consider this a trap or perhaps  even a fraud just to get you to deposit.

I request a fair settlement that both my freespin and birthday winnings to be paid in full ASAP.

Please help me with this unfair treatment and have them pay out my winnings. 

Thanks and greatly appreciate your kind support.

Hi TaiwanTchen,

If you are a member of our community we always try our best to help and solve any issues that arise, no matter if you signed up from our link or not. Our mission is to protect and put players first.

We don't currently have a rep signed up to the forum as yet, we will try and get one signed up today.

Hmmm the term does seem a bit silly, not sure why you signed up in GBP currency . But nonetheless whats done is done and you right why accept the GBP currency but not pay out to it, total double standards. We will contact the casino and see what they say.

Hi,

Just to be clear I recently moved tofor work purposes and do travel and reside between TW. The time which I registered at 21Prive,, my 1st deposit , as well as when I won on these bonuses all took place in Taiwan.

The reason I use GBP as my preferred currency is because TWD (Taiwanese currency) is not an option with most casinos and before I started playing slots I bet a lot on sports and all of my sports and as you know the majority of sports betting are GBP based and I had absolutely no issues at all with all major bookmakers whom are casinos as well such as Betfair, Bet365, Pinnacle, Ladbrokes, William Hill.  Therefore, my skrill and neteller are all in GBP as shown below:

Now there's just absolutely no reason for me to want to choose any other currency than GBP as Skrill and Neteller charges extremely high FX percentage that just easts up your profit with money in and out of casinos if you set it in other currency.

And as of the casino, I see no reason why they won't allow me or any other non UK residents to open account in GBP.  The are there to take action from us and if our finances are established in GBP while they also take GBP currency what is the problem for them to accept GBP I just don’t understand.  Obviously, they want us to bet more the more we bet the better for them.  Isn't GBP the most valuable currency they have at the moment?  So if they don’t want us to bet such a high value currency couldn't EUR do the same by placing a larger amount per bet or spin?  Like instead of spinning for 1 BPT/Spin I j can just spin at 1.16/spin in euro which is the same thing no?  

As shown in example above GBP EUR are basically the same nowadays and it's just laughable that they are using this not to payout official and legit winnings.  Also, accepting my losses in GBP and not paying my winning in GBP just don’t make any sense, ridiculous in my opinion.

They are sister sites to G'Day I think, which has a slightly bigger name.  Do you know reps there perhaps they can help and take a look as what their sister site's been doing?

Thanks again and greatly appreciate the kind support!  Look forward to some update on this.

Hi TaiwanCghen,

I feel your frustrations. the fees on skrill and neteller are such a pain to the pocket!

The rep has responding that they have stuck to their T&Cs and are enforcing them.

6.4 Currencies Players must register and play in the currency of their country. If the currency of Your country is not offered, then play must be in EUR. Should players not observe this rule, all winnings derived from the resulting game play will be forfeited.

I do agree that they should not allow deposits from the wrong country currency if they won't payout in that same currency.

Hi, 

Could you please do me a favor and asked them what happened with the agreemeet to payout one of my winnings capped at 100?

If that's not successful then it is only reasonable that they refund my original deposit don't you think.  I am trying to be fair as well but can't accept the way they are handling this.  if they want to stick to the rules then they must also refund my original deposit.  if so,  I will accept as case closed.

Please send in your docs. Once docs are verified then the £100 will be paid.

 Thank you so much.  Better than nothing is always good :)

However, please see image below as I have responded to their email requesting docs twice already.  One of the birthday withdraw and the othe for the freespins withdraw on Oct 26, 2016 and was told in chat that it was approved. Then the account closure happened and even the 100 they said they were  going to pay never came.