Ag Awards

21 Grand Casino - Have not paid out, now day 16/17

Complaint Info
Disputed casino 21 Grand Casino
Reason Delayed payment
Posted on May 28, 2014

Very Poor site experience overall 0/10. Be warned. It has now been 16/17 days since my withdrawal request.

Customer services tell me 'it takes time' and cannot provide a specific timescale. There site states it takes 2-10 days to process all withdrawals, we are now 6/7 days beyond that.

I have also had to send in a copy passport, bank statement, sign a declaration and even then that was not enough. They then wanted to speak to me by telephone to check it was me!! you cant withdraw to a debit card.

You have to withdraw to neteller. Withdrawal minimum is £30. You cant withdraw to neteller unless you have made a deposit using that method first. And if you make an additional deposit via neteller to try and access your winnings you are told you have to wager at least 1x all deposits first.

I spent approx £750 and won £900 and like I say despite all the above 17 days, still no money and no light in sight. The gaming regulator for this juridstiction is not as keen as ones on other sites. My recommendation from experience is to stay away you have been warned. Customer Services is barely that.

I asked to point out in the Terms and Conditions where it states to access my money I have to partake in a verification telephone call after sending in a passport, bank statement, copy debit card and signing a declaration and I was told

"we do not have to tell you" "you have to find it [in the T and C's] yourself" when questioned on how long it takes for a withdrawal to be processed I was told "it takes time" when I pressed for a specific answer, I was told "it varies" when pressed on the same issue and state the site stating it takes 2 to 10 days and its now been 6-7 days beyond that I was told "your withdrawal has been approved and you will receive your winnings [but would not tell me when]"

I have asked the casino via their facebook page whether they have cashflow issues or whether they simply do not like to pay out. I have not yet received a reply.

All the above information is factual and I have copy transcripts to back all of the above up.

In my opinion as an affiliate marketer and site reviewer, I would rate the site gaming experience 6/10.

I would rate the Customer Services at 0/10.

I would rate the overall experience as 0/10 as they have failed to deliver their promised timescales. Something I have NEVER encountered on a gaming site elsewhere and I have reviewed over 25 other gaming sites available to UK residents.

Posted on May 28, 2014

Player is complaining about the standard casino processes of our casino, which is a standard procedure for any better online casino. We highly recommend the player is aware of our terms and conditions and makes sure he reads our anti-fraud and security standards, which are the highest in our industry: http:/­/ww­w.2­1gr­and­cas­­m/s­ecurity

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