Complaint #45 KodaBet Casino

21.com Casino - Casino problems with withdrawal

By Verginia E.

5 years ago

Message on forum

Hello,

My name is Verginia <surname removed>, and I have a complain about 21.com. On the 20th of oktober I won 1500 euro. I whitdraw the money and the page didn’t load. So I did it again and it was Oke. I was waiting for the approval in my email which didn’t came so I started to chat with them. First it was that I had to wait for 72 hours than it was a problem with trustly than it was a technical issue. In the meantime I send a mail to trustly and the next day they answered me. And 21.com says that they are still waiting on trustly. Another agent told me that Sunday the money would be back on my account but it never did. Than Monday inwas told that there would be a manual payout the next day and I had to send my bank statement. So I did that in the chat and it was Oke. I asked him if I will get an email that everything is approved and he told me yes. Didn’t got the email so I chat again and they told me that he gave me wrong information. So here I am 9 days further and still no email or anything. I have al the emails to prove that I’m not lying. What can I do now. Can you help me with this ? In the attachment you can see the chat that they would do the manual pay out. I hope to hear something back from you. I’m sorry if my English is not so good

Sincerely

Verginia <surname removed>

Disputed Casino KodaBet Casino

Reason Delayed payment

Amount €1500

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

verginiaelshot

• Netherlands • 1 reviews

5 years ago

The issue is finally resolved

AskGamblers

• Support Team

5 years ago

Dear @verginiaelshot,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

KodaBet Casino

• Representative

5 years ago

Hi VERGINIAELSHOT,

There was a technical issue when you tried to request your withdrawal on the 20th of October, and therefore this affected your withdrawal, unfortunately.

I would like to apologize for the miscommunication from our customer service department and for the experienced delay regarding the solution.

We are happy to inform you that your withdrawal request was successfully processed on the 29th of October and therefore you should have received the funds to your bank account already.

We have added a little bonus to your account for the experienced inconvenience!

Don't hesitate to reach out if you have anything else you want to bring up with us! Thank you for your collaboration and patience!

Kind regards,
Alex

KodaBet Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $5,585

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

KodaBet Casino Complaints

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21.com Casino - Delayed payout of 596 CAD

Hello, 21.com owed me $596 as far back as 2021 and because of verification issues primarily due to lack of valid ID, at that time, my payout was denied. I got a new ID in January and I submitted it to the casino, they verified the account and said they sent my winnings to my account on the 25th of January. It is now the 10th of February and I still did not get my winnings. They said the transaction failed a week later and their payments team is investigating, they had told me this countless amount of times but I am having difficulty believing them because it is now well in the 3rd week since they submitted the funds for processing. I could use my winnings right away so please kindly reach out to them to send in my funds via e transfer as I used that method to fund my account. My account has been locked for self exclusion so I have no access to chat with them from my account , I had been using my email, < removed >to communicate with them

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21.com Casino - Withdrawal delayed for over 6 weeks

The 15th of september I made a withdrawal og 9002NOK from the casino which still hasn't been paid to my account as of today 27.10.

I have been in contact with support on multiple occasions, both in chat and on e-mail since then and they say it's because of a technical issue. Now it's been well over a month and I would like to get this issue resolved.

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21.com Casino - Withdrawal is missing

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I deposited 1000 NOK on Friday 10 June. won 20050 NOK. I sent the withdrawal request. the withdrawal was approved on 11 June. I have not received the money yet. I have been in contact with customer service several times both in chat and email. I was told that the money should come in no later than Friday 18 June. if not I should submit documentation from my bank account. I have now submitted this 3 times without receiving a reply or any update from 21.com. I am starting to worry.

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21.com Casino - Deposit not credited to my casino account

I made a deposit of 25 euro 4 days ago. my deposit went through as money left from my bank account immediately but I didn't get my money on my players account. I contacted them(send proof of deposit), and they say that the money was stuck at the payment provider. and i must contact them.

Yesterday i got a email from skrill (see attachments) that my payment was successful but still i have nothing in my players account. Several times contacted the casino and every person i have spoken on the chat tells me something different ( also weird ). And now they say that the money is refunding from the payment provider to my bank and that is not true.

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21.com Casino - Waiting for my refund

Since the last October the 7th i ve been having back and forward email and chat with casino21 customer service to reimburse 50$ to my credit card. The reason was i decided not to be anymore member of that casino.
As requested by them i sent my bank statement and prove of address to verify that i´m the owner of the account from where the payment was made, plus ,my account details in that casino as well to confirm with the protocol to process payments.

During more than 10 days i was in close contact with customer service regardless this matter and never contact from the payment department to know what was going on that my credit card was not receiving the payment / refund. I explained that to my bank advisor and they explained me that banks don´t have any power to pressure casinos to answers directly to credit card brand and process to refund ASAP.

I had a large talk with my bank advisor and giving the nature of the problem i was strongly advice to cancel my credit card immediately .

Today i had another talk with Caino 21 customer support to again ask what was going on because there was silence regarding my claim. no email, no communication despite that my claim was escalated more than 3 times from customer service.
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Looking forward to hearing from you.

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21.com Casino - Unable to withdraw funds

Good day, I have recently joined this casino with no problems and deposit made with Gigadat internet online which I use with multiple casinos without incident. I have deposited on two occasions through this method of $25 Cad I decided at $50 I would withdraw and have been unable to do it for the only withdrawal method shown in their drop down list is Bank International which will not work. As advertised that interact is one of their withdrawal methods it does not show to be able to use. Along with this there is no onsite chat option showing anywhere within my screen I have been talking with support they told me I must have an ad blocked on or cache and cookies need to be cleared. I informed them that i do not use an ad block and keep my cache and cookies clean on a regular basis also went one step further and had computer shop The Source attempt with my info on one of their comps and the same result happened on it. They also checked my settings and every thing is up to par on my lap top I have a PC also which they did not check and when attempting this procedure on it I receive the same results after submitting this info 21.com stated they would have to get their IT team look into it further not being able to explain yet why this is taking place. I originally tried submitting my query to them through the 21.com site was unable to communicate in this way so emailed 21.com support directly and this is my only way of communication. Unsure of what outcome of this procedure and not being able to establish a secure relationship with the casino as I have no issues with other casinos I asked them if they could please issue me my balance and close account they do not seem to want to comply with this. I have attached two snips one of my most recent deposit and the other showing the only option shown to me to use for withdrawal purposes please inform me if the info I have submitted is sufficient and advise thank you.

Regards,

William B < surname removed >

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21.com Casino - Verifying twice and withholding withdraw

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21.com Casino -Trying to withdraw my balance of 1000 since 2019

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1) The withdraw on my mastercard is declined. 20-07-2019

2) Told me it was because it was a canadian card and ask me my bank info 21-07-2019

3) I send them my bank info after talking whit the bank. they told me it was ok for international transfer 07-11-2019

4) Told me the money will be transfer in my bank account 18-12-2019

5) Transfer declined. they told me the account was no good 22-01-2020

6)Ask me a skrill account. so i opened one and them the info. 24-02-2020

7) Skrill account is not possible. ask me another bank account 23-03-2020

8) I send my line of credit after verify whit the bank if it could receive international transfer. 26-03-2020

9) I tried to have an answer since. So its make 3 weeks now. they always told me i will received a e-mail. i know all the questions and the answers the chat support will give me.

Can you help me please to have back my money. I'm sure the bank account I give them can receive a transfer. Push them to make the transfer please. Your my last hope. After that I will simply give up. I did my best to give you all the info I had

Thank you

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21.com Casino - Less withdrawal amount sent in wrong currency

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I play with Canadian dollars
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On the thousands that I withdrew, my net loss was $54 not including my bank fees which are mine since they are not able to do a proper deposit and send a wire.

I want my $54 in my account, I will certainly play it which is no the point. The point is their incompetence in handling this issue makes it even worse.
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Put $54 in my account as cash please, not as bonus. It's my money, your exchange rates are your business, to avoid this in the future just update your payments to Canadian currency like so many other casinos and stop short changing honest winnings.

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