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21 Prive Casino - Withdrawal not being processed

RESOLVED
Complaint Info
Disputed casino 21 Prive Casino
Reason Delayed payment
Amount £ 1800
matilda208 United Kingdom
Posted on May 2, 2019

On the 9.4.19 I deposited £250 in 21 Prive, I did 5x £50 numbers on the roulette and hit a number winning £1800. I withdrew.

On the 10.4.19 21Prive emailed asking me for Proof of ID, a selfie!!, proof of address and pictures of my card. I sent all of these to them. Then on the 11.4.19 they emailed me asking for proof of my funds and I had to show them where my money came from! I sent them a picture of my winnings from william hill which I used to deposit onto their casino. They have not replied since and every time I go on live chat they say they are still looking at the withdrawal and theres no time frame on when it will be processed. It is now the 29.4.19, 19 days after I won and it still hasnt been processed, the customer service has been terrible with no contact at all. Im concerned they cannot afford to pay me.

Posted on May 2, 2019

Your withdrawal was processed in full on April 29. The money will be in your account very shortly. Please close the complaint as soon as you confirm that you have received the funds.

Take care,
21 Prive Management

AskGamblers
Posted on May 6, 2019

Dear @matilda208,

Please confirm if the issue has been resolved. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

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