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21 Prive Casino - horrible withdrawal experience

RESOLVED
Complaint Info
Disputed casino 21 Prive Casino
Reason Delayed payment
Amount $ 250
sniggity Canada
Posted on July 24, 2021

to preface, my account is fully verified prior to requesting a withdrawal.

Requested a withdrawal on July 9th for a small amount (equal to my deposit) to my instant wallet. The withdrawal was approved July 11th, within 48hrs of my request. My confirmation email stated typically 2hrs up to 3 days MAX to receive the funds.

Today, July 23rd, I still have not received my money. I've followed up several times via email and live chat and am now been told I have to wait 7-10 business days (keep in mind this requirement is not posted anywhere on their website for the instant wallet).

July 22nd was asked by 21Prive to get confirmation from the wallet provider that no transactions are pending processing and to provide the proof. I complied and provided they prove that no transaction for my account is pending, via screenshots of the communication. The wallet provider went as far as to verify the transaction ID provided by 21Prive and confirmed they do not even have a record for that transaction!!!!!

Since reaching out to 21Prive support with this information, I am yet to receive any kind of follow-up or resolution.

Between the delayed responses via email and the run around from live chat, I feel cheated and disappointed in this experience.

AskGamblers
Posted on July 24, 2021

Dear @sniggity,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

sniggity Canada
Posted on July 24, 2021

withdrawal in question is for $250

Posted on July 26, 2021

Hi, this is Jeremy from 21Prive, I am very sorry to hear about your experience. We value your feedback! I have referred the matter for further invest­iga­tio­n/r­eso­lution to our complaints team.
Kind regards,


Jeremy

Posted on July 27, 2021

Hello @sniggity,

We are sorry to hear about your experience and thank you for your feedback.

Kindly note that we have escalated your dispute to our Complaints Team, who will be in direct contact with you in relation to your dispute.

For information pertaining to our Complaints and Disputes Procedure, please see clause 21 of our terms and conditions https:­//w­ww.2­1p­riv­e.c­om/­ter­ms&scrollTo=complaintsanddisputes

Kind Regards

21Prive

sniggity Canada
Posted on July 28, 2021

Jeremy, appreciate getting your attention on this matter.
Still yet to be contacted regarding update or resolution.

AskGamblers
Posted on July 31, 2021

Dear 21 Prive Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

sniggity Canada
Posted on July 31, 2021

Resolution (I suppose)
Money was placed back into my casino account. No email or communication informing me of this. Only found out because I decided to login.

Dispute can be closed.
Thank you.

AskGamblers
Posted on July 31, 2021

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.

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