United Kingdom
Review of Ninepadel
Highly Recommended, outstanding communications throughout. Kept me updated with when the rackets I wanted were coming into stock. As soon as they came into stock they were shipped to me and received the next day! Received with a handwritten note and key ring. This is the type of business I will always try to support. 5* keep it up guys!
Reply from Ninepadel
Thank you so much for this! Hope you're enjoying the racket!
Review of 21.co.uk
Been using 21.co.uk for over a year now. Have spent thousands with them and have been recommending them to all my friends which many have joined the site. Up until now they have been the best site I have ever played on. A very user friendly interface and a nice RTP ratio.
Today, my partner set an account up so she could have a go at it for the first time. She’s never really been into gambling but since I do it both online and in person frequently she wanted to see what it’s about. Unknown to me at the time, I made the mistake of funding her first time using my bank card in my name (our joint account). What a massive mistake this was. I’d deposited £500 for her to sit and play with just so she could get to grips with it and do what she liked.
Of course like most times. Beginners luck set in and she won £1800 back. Thinking not too much of it I then actioned a withdrawal from her account as she didn’t know how to do it herself. I withdrew the winnings onto the same card used to deposit.
Randomly an hour later both my account and her account got suspended and we both received emails saying additional verification is needed. The verification asked for was the bank card used to deposit for both accounts. So I sent a photo of the front and back.
I then attempted to log into my account which was still showing as suspended. I messaged live support who promptly reactivated my account. I asked my partner to try and log into hers but that was also still showing as suspended. When I reached out to live support I was then met with the issue that had caused all of this. I was told my partner was now banned from 21.co.uk and all casinos associated with the LeoVegas brand.
The winnings had been forfeited and we was told that due to the card used to deposit the funds wasn’t in the same name as the account name it breached there terms and conditions. A very very silly mistake from me.
However I assumed all money had been lost but quite nicely of them they did return the deposited funds so I do think that somewhat dampens the blow! But it’s still not great that we lost out on the other £1300 because the bank card doesn’t have my partners name even though it’s our joint account.
A lesson learnt and a mistake I will not be making again. For such a large company I can’t imagine it would make much of an impact if any but I will also be shutting down all accounts associated with the LeoVegas brand. It has left a very sour taste and just don’t believe it’s fair. I’m not even able to dispute it.
Moral of the story. Always read the small prints.
Reply from 21.co.uk
We understand your frustration and disappointment. It's great to hear you've had such a positive experience with us at 21.co.uk for so long and we appreciate you recommending us to your friends.
We completely understand that this situation has stemmed from an honest mistake, one that many people in joint accounts could potentially make.
Our priority is to uphold the fairness and security of our platform for all players. A key part of that is upholding strict security protocols, especially regarding deposits and withdrawals. This helps us prevent fraud and ensure that player funds are protected.
Our Terms and Conditions, which we know can sometimes feel like "the small print", do clearly state that the account holder's name must match the name on the payment method used.
This is a standard practice across the online gaming industry. While we were able to return the initial deposit, the winnings are unfortunately non-redeemable in this situation.
We appreciate you acknowledging this was a mistake on your end and not a deliberate breach. However, we must apply these rules consistently to maintain a fair and secure platform for everyone.
We respect your decision to close your accounts, though we're saddened to see you go. We hope that, in time, you might reconsider and give us another chance to provide you with the positive experience you've enjoyed in the past.
Kind Regards, 21.co.uk
