21.com Casino - Suspended my account due to fictitious self-exclusion

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

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.

The last I heard was on the 23. of october where I received a message from support that my case has been sent to the financial department.

Hello.

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.

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.

Can you help me because the casino wont listen to me, I just want to play.

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>

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 >

Hi, my name his < full name removed >. 21.com decided without my consent to closed my account in july 2019. That because i mentioned i had gambling problem. Im ok whit that. But now , i cant have acces to my balance in my account. after that my nightmare start.

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