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21 Prive Casino - Withdrawal delayed for weeks


Complaint Info

Disputed casino

21 Prive Casino


$ 72

Posted on October 12, 2020

I made a withdraw of $72 on 27/sep/ 2020 and I contacted them back on 10/oct/2020 regarding my withdraw. The female I was starting to said my account was under review, she again changed from account to transaction being on review by relevant team; referring to her payment team I guess. She then started explaining how normal transaction should take about 2-5 business for the transaction to appear In my bank which Immediately respond to saying excuse, I have been waiting for about 2 weeks now.

And then she started distancing herself from the case saying I don’t know much about this transaction. And continued saying the relevant team will be in touch which I personally feel like it’s just garbage, trash piece of thieves playing around. I wish people could realize how casinos are a scam. Worst of all their customer are worst. I would give a rating of 0/10.

Posted on October 15, 2020

Hello Jake184,

Thank you for your feedback.

We reference the email from our Accounts Team dated 23rd August 2020, in which verification documents were requested from yourself.

We note that the requested documents were not submitted.

Please be advised that remote casinos adopt a number of approaches and methods to verifying the identity of their customers. In line with regulatory requirements and our terms (particularly clause 5.4 of the terms and conditions https:­//w­ww.2­1p­riv­e.c­om/­ind­ex.p­hp­?pa­ge=­terms) we have the right to carry out additional verification checks at any time. This is to satisfy our license obligations, routine security checks and to safeguard the integrity of your account.

We further draw your attention to clause 9.3 of the terms which confirm that “No withdrawal will be processed, and funds cannot be withdrawn from your account until: (i) Verification Checks have been satisfactorily completed; (ii) payments have been confirmed; and (iii) you have complied with any other withdrawal conditions, specific rules and promotional terms relating to your use of the Website and/or affecting your account (for example, any applicable bonus terms). Please note that Verification Checks include checks on your identity, age, place of residence and proof of ownership for any payment methods used (including the source of your funds or wealth) as further set out in clause 5. We may withhold any withdrawal in instances where you have not complied with any of the conditions in this clause.”

Should you have any further questions/ concerns in this respect, we encourage you to reach out to our Complaints Team at compla­int­s@2­1pr­ive.com

Kind Regards

21Prive Casino

Posted on October 19, 2020

Dear @Jake184,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the 21 Prive Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.