21 Grand Casino - Where's my money?!

RESOLVED
posted on March 18, 2015.

since i started playing on 21grand casino i have been winning alot. i was at a total of 750euros at some point. i wanted to pay out, but i have to send them verification items. and they got accepted. then when i tried to get my money it was gone. i have contacted costumer support over 10times. and send couple of emails. but i get no responce back. i have no idea what i can do now

posted on March 21, 2015.

Hi there,

Unfortunately, according to our records and against our terms, the player did not submit documentation within 100 days of cashing out. In such a case the account is closed. This rule is made to prevent using casino accounts as places to hold money over time.

Kind Regards,

Casino Support

posted on March 21, 2015.

but i have send the documents. and they got aproved. so i dont see why i still dont get my money

posted on March 21, 2015.

5.5. For a withdrawal to be approved, the player will be asked to submit certain documentation and information in order to verify the account. Failure to comply or failure to submit said documents and information 30 days from the time the withdrawal was requested, will result in the withdrawal being cancelled. It is the responsibility of the individual player to send the required documentation. Withdrawal approval depends on all conditions outlined and the verification of all required documents.

so this means after 30days i can request another payout. and since my documents are submitted and accepted i have to right to get my money

posted on March 21, 2015.

even if i calculate the time between my withdrawel and the time i suplied documentation. is exactly 100days. but since the lack of livechat i did not have any clue that i broke a rule. I get no replies on emails. the livechat keeps disconnecting me. so there is no way for me to find out what i could do. after about 10tries i finaly got some 1 who could tell me i had to provide documentation. and i did... but even in your terms and conditions. it does not show i have to supply documentation within 100days of asking for money withdrawel..

posted on March 25, 2015.

We are re-checking the records but according to them 100 days did pass.