Complaint #2 21 Grand Casino

21 Grand Casino will not allow withdrawal

By meallymoo

12 years ago

Message on forum

Issue withdrawing money from casino. Won money fair and they have now accused me of counting.I have been trying to take my money out for 2months now. 1st they advised I had night played through bonus, then they were waiting on security documents, now being accused of cheating. They have taken 490 pounds from me over months but when I want my money they accuse me of cheating. I am due 948pounds and do not know what to do. They have now taken all the money from my account and left me with 75.

Disputed Casino 21 Grand Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

13 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf 21 Grand Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

User name

meallymoo

13 years ago

Typical of this casino. They just ignore you when they know they are in the wrong.

User name

meallymoo

13 years ago

i have read your reply and am still unhappy, I cannot see from my last post where I was threating, please can you point that part out and aso what part I confirmed I was counting.

I have taken screen dumps of all my transactions and I will be passing them to my lawyer who has advised he will pass this information onto an independent to have them analysed , My lawyer also pointed out that if the casino thought there was cheating /counting in any form, the Casino should not of accepted further deposits from myself. The value of deposits you accepted from myself was £490, you as a company were happy to keep taking my deposits. At any point if you thought there was fraudlent play it should have been then that my account was closed.

I feel all deposits should now be returned

User name

21 Grand Casino

• Representative

13 years ago

We stand by our statement, which is just confirmed by the player’s last post.

Again, fraudulent activity and threats – also on a personal level – won’t be tolerated in any of our casinos.

The casino has provided with enough information to the player within the account, and throughout our representatives; the player is free to proceed as he sees convenient.

The player has been refunded and the account has been suspended from our casinos.

We consider this issue closed and we won’t regard to it in the future.

21 Grand Casino Complaint Stats

Resolved 16 / 20

Avg. Amount $266

Avg. Complaint Duration 20 days

Avg. Response Time 3 days

21 Grand Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 16 complaints in this category have been resolved.

This operator's average complaint duration is 20 days, while the average duration across all operators is 8 days.

21 Grand Casino Complaints

See all complaints for this casino

Casino stealing legitimate winnings with invented reasons

These are my deposits & playing history:

• 04/05/2015 - I registered myself and deposited 580 € in the casino
• 04/05/2015 - I played in the casino and I fairly earned 420 € reaching a 1.000 € cash balance
• 04/05/2015 - I requested a 1.000 € withdrawal
• 12/05/2015 - Security department verified my ID documents and validated them
• 20/05/2015 - Security department blocked my account, confiscated my earnings, and reimbursed my original deposits (580 €)

Reason supplied by the "security department" in Spanish: "El departamento de fraude del casino ha encontrado acciones fraudulentas en su historia en casinos en linea, por lo tanto sus depositos han sido devueltos y se ha dispuesto el cierre de cuenta total y definitivo"

Translation in English is: "fraud department have encountered fraudulent actions in your online casinos history, accordingly your initial deposit has been reimbursed and your account has been definitely closed"

I want my fairly earned 420 € that were not reimbursed at that time.

I'm really interested in know were is such database that you consulted where I appear as a fraudulent player. Also I want public apologies because that is not truth, unless you can provide the relevant proof.

Stalling my payment for 7 weeks

Hello I would like to ask if there is someone who can help me to get my money from this Casino? I have wrote them 4 emails- I have tried to contact them on live-chat about 10 times, every time on support comes in David S and if he hears a question about withdrawal you can wait all day - he is not answering, how casino so un-polite and arrogant can even still exist? I will speak with their licence holder and show them all live-chat logs where casino is simply ignoring their clients and being absolutely rude. I hope someone can help me find answers to my questions With Respect Vladimirs T

21 Grand Casino is not paying my small withdrawal

Hello, I am waiting for 100,- euro win from no deposit bonus and after 3 weeks i am still waiting. I've sended my documents for verification, it's done. I've sended my 25 euro with Skrill, its done. And now waiting for my cash out. I've e-mail them about what happens without responding. I checked every day in the software about my winnings and it still says processing. I just want to know about a deadline from when i should receive payment. Please help me! I am clueless.. I've attached images to proof my side. Thank you for ur time and have a lovely day! Best regards, XiejeNL Phitsanuphong Sa-Ingram

21 Grand Casino not paying me 350 Pounds

Hi I have made a withdrawal of 350 pounds about 45 days ago, immediately have sent my documents to requested email adress and received auto-reply that my documents are received, Now there has been almost 2 months and I have not received my money yet, If I contact Live chat they tell me my account manager will get in touch with me but nothing happens, Have anyone have faced the same problem on this Casino and is it even possible to make a withdrawals from 21Grand??? I hope someone can help me with this. Thank you very much With Best Regards Mykola Tyron

Where's my money?!

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

Giving me the runaround for a small withdrawal amount

I get offers from 21 Grand Casino a lot in the past and finally decide to take one again. I thought I would be ok with them as I have deposited before more than once and withdrawn. So I take a $15 no deposit bonus complete the 6k wagering and put in for a withdraw, it gets reversed no email telling me that. So I resend my security docs and wait 3-4 business days and try to put in for withdraw again and find out I cant as withdraw options are blocked. So I hit up live chat and spoke to Seth, Seth was not helpful and I wouldn't trust him or this casino at all now. I will include pictures of the chat session. The withdraw amount was for $150

Refusal to pay bonus winings

Casino gave me 10e casino bonus.I vagare bonus live Support they told me i can withdraw money 100e for bonus if I deposit 25e,and than I can withdraw the deposit plus 100e. But money can be withdrawn only after casino verify account.I sent a message 15 days ago [email protected] still waiting for an answer.Live support we always said that they will send a mesage to the financial department,but it does not help.I tried to deposit the money 25e over Visa but he refused me because it says that my account is not verified.. Every day I ask live support why would not casino approve verification,until today when casino lock the account without explanation.Because casino do not want to get my winnings.. To be quiet honest, I believe, that this specific casino is not too happy to pay out and looking for excuses.

Withdrawal not Credited to Skrill Account

Approximately 3 months ago i made a $40 deposit using a credit card. Then at the beginning of this month i had a balance of $108 and then went to withdraw this using my skrill account, upon attempting to withdraw this amount i discovered i could not as i had to firstly make a deposit with skrill, so i did so, then after my $133 withdrawal was "accepted" it has been 4 weeks (10 days longer than the longest time specified, 18 days) with no sign of money being credited

Refusing to pay my withdrawal!

This casino has not paid me a retreat for more than 44 days ago the amount is 400 €, I have applied all possible ways, and also not to pay, I have closed the account, they refuse to pay me what it is mio, should report them and if possible shut the license for defrauding customers. the number support # 23861803 dated 13 August 2014 and until now negative, account lockout, we can not treat players worse, do something thanks.

Refusal to pay out wins

I have being playing European roulette for a couple of weeks, with a deposit of Euro 50. Stopped playing daily if wins were between 15 and 25 Euro. At balance Euro 240, I decided to have a payout. Went through the total verification process and waited since 28-07-2014 for the payout. Received email last week, stating that all was in order and that money will be paid out within a couple of days. Yesterday, 11-08-2014 a lady from the Casino phoned, and ask for personal verification and then mentioned, that I used a system to double up when loosing on color, and that was not allowed in Europe. They will thus only pay me the deposit on 50 and 25. I said to her, that I actually do not agree and that I will send her an email. Meanwhile, I have send her an email, demanding full payout, answers to my long outstanding query ( several emails where send) of money that disappeared when connectivity was interrupted and naturally any information on the mentioned rule contravention, if any. To be quiet honest, I believe, that this specific casino is not too happy to pay out and looking for excuses.