Ag Awards

21 Casino - Delaying £32,500 payment for months

Complaint Info
Disputed casino 21 Casino
Reason Delayed payment
Amount £ 32500
Chemmings0903 United Kingdom Message
Posted on October 29, 2018

Hi on 16/08/2018 i signed up to 21 casino and took there welcome offer up off them which was 200% matched too 10000 so therefore i deposited £5000. i subsequently placed my £5000 cash on roulette and won a total of £32500 which i then thought ill leave the bonus now as i won this much and didn't want to risk losing that to have the bonus. I have followed every step of verification that they have asked of me such as bank statements, id proof, proof of address, even proof of wealth for the deposit of £5000. It been just over 2 months now and its ridiculous that i still haven't been paid and are being kept in the dark on progress of my payment. Its clear to me that there not willing to pay as every time i ask there live chat operators they give me the same old excuse that they cant help me its with another department which i agree but im getting no help from no one at the casino and Im really struggling with hope from anywhere now. The last communication off them was on 11/10/2018 after waiting 25 days from when i sent my most recent documents which were bank statements. So not only i waited 25 days tfor them then to say the documents are not clear when i ca guarantee you they were clear. It seems too me that they just are not willling to pay out such a sizeable win.
Find attached the most recent documents i sent to them which they rejected for not being clear;

Kind regards Charlie hemmings

Posted on November 1, 2018

Hi Chemmings0903,

Just to confirm the payment has been processed.

Please confirm so the complaint can be resolved.


Chemmings0903 United Kingdom Message
Posted on November 3, 2018

Thanks so much for your help!
Payment in full was paid within 5 days after the complaint wasn’t published!

Posted on November 4, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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