Withdrawal not being processed

Dear AskGamblers,

I sincerely hope that you will allow me to have my full description publicly published. It is a matter of principle.

I win NOK 6,000. I want manual review of withdrawals and contact live support, where I include my bank details. The reason for that was that it said on the withdrawal method: "Please note: Bank transfer is temporarily unavailable for withdrawal. Please choose another withdrawal method."

I don't get any other withdrawal options. There is no method selection. There are also no other withdrawal methods. It is completely locked. But deposits, that can be done. So unprofessional.

I am told to delete cookies etc. and try to log in on mobile. Same problem. Getting the same problem.

I am also asked to verify myself. I did so with pleasure and am fully verified (automatic third-party system where I uploaded documentation). They said the withdrawal method will be available after that. But still I have the same problem.

I get an email where they write:

We sincerely apologize for the problems you are experiencing. Earlier today, your withdrawal request was escalated to and is now being dealt with by the complaints team and, in accordance with condition 21 of the complaints and disputes process, feedback will be sent to you within the next 10 days.

More about our complaints process can be seen here: https://www.21prive.com/terms& scrollTo=complaintsanddisputes

Our complaints email can be viewed here: [email protected].

Now I have to wait 10 days! Completely acceptable. If bank withdrawal method is not available, I wonder why there are no other options!? I also made deposits with visa credit cards, so the same method should basically be available.

This does not measure up. This becomes very serious because it is really a matter of principle. Short and concise: If bank transfer is not available, I wonder why other withdrawal options do not appear. Such as withdrawals by credit card?

What I am trying to explain is that there are no alternatives at all. Please see the attached screenshot of the outlet. It is in English language. If you see, I have chosen *method* and it says NO CHOICE in Norwegian.

Does this casino have liquidity problems? Does this casino have unethical features where the player will have problems with withdrawals, so he/she will waste the funds? I expect prioritization and professional handling. I have both been a member of larger casinos without mentioning their names, and have never in my life been lost in this.

I've gone to Google search results to ask for help and tell my story. I find AskGamblers.com.

On 23/11/2022 I requested a withdrawal for 600€ to my Neteller account. Neteller was the only payment method I used to deposit to 21prive. The next day I received an email informing me that my withdrawal had failed, that Neteller had been disallowed from future withdrawals and that my funds had been returned to my gaming account balance. After this email I checked my casino account and I had a balance of 67,5€ .

This was my balance after I requested the 600€ withdrawal. I contacted support via live chat and they told me that it was an internal error and that the payment team would be in touch with me. The next days i received emails informing me that my funds had been returned to my balance but this never happened.

After several complaints via live chat on 3/12/2022 I realized that i had been locked out of my account. I contacted support and they confirmed that my account had been placed on temporary hold while being reviewed by their payments team. The last email I received was on 7/12/2022 saying again that my funds had been returned to my gaming account balance and that I may proceed to Accounts section in my 21prive account to request a withdrawal to an alternative payment method such as bank transfer. However, my account is still locked and there is no way to know if the funds have been returned to my gaming account balance.

I request that casino restores access to my account and processes the withdrawal without delay.

My withdrawal (7500NOK/746,66EURO) from the casino was accepted 11.10.21, but after 6 weeks the money has still not arrived in my bank account. Talked with them on chat quite alot, and after my first complaint I received a mail 01.11.21, where they told me there had been a delay and the money was sent again 21.10.21. And it was gonna arrive the next thursday 28.10.21. But again, the money never arrived.

After contacting them again, they are saying there is an issue with their payment provider. But they can not give me a time or a date when this problem is solved or when the money is arriving on my account.

It's been 6 weeks now, never played on a casino taking this long for a withdrawal to arrive.

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.

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.

Hi,

Last week, I deposited first time ( after reregister while ago for free spins), followed by serval dep. I hit an incredible winning streak, with 3750 in withdrawal at some moment, after maybe 200 e dep ( 5th of March 2019, AMS time) . After reversing the last withdrawl of 500e, and losing, I self excluded, with conformation that pending withdraws would continue. Ok, everything fine, but this is when the confusing started... :

- I received 3 emails, requesting me to provide id confermation.

>> provided copy of pasport, deposit debit card used ( same as provided credited), bank slip.

<< 21PC: emailed me that my account had been verified. ( see screenshot)

<< 21PC: received 2 transaction ID codes, while 3 withdraws.

>>I request support on status via chat support : account verified, payments underway ( see attached screen) ( 05March-19),

>> Next day (06March-19) contacting support: requests still pending, please wait 48h.

>> Today ( 08March-19) contacting support: withdrawal is on hold beging my first, and provided transaction ID's are unknown, however provide screenshots, do confirm 3 withdraw id's.

So 21prive, what is going on?

- I've received confliction information on status

- I've received transaction ID codes that are unknown, and do no compute with nr. of pending withdrawals.

- You do not state that a first withdraw is reviewed more extensively and may take longer ( not stated in the emails), I can understand that, but you do not mention that, instead your support employee states an 24h transfer window, that proved incorrect.

- I find it disturbing that transaction id's send from your side, do not seem to make any sense at your support team. Why even send them?

Please get your things in order, I think it is disturbing that employees provide different information, in a business that should be unambiguous in any aspect.

Regards

JW, MD PhD