Live support gave wrong info about a current bonus offer

Won't let me withdraw money, they only tell me to use an option for withdrawal that I can't use, have given them lots of other viable options, but they keep saying the same thing. I finally got the withdrawal accepted, I was told the money would be in my account in 2-3 days. But after 5days the money was bank on their site.

I have been waiting for my withdrawal of 6 transactions since 19.10.23 nearly two weeks now, I was emailed on 20.10.23 to say they needed my bank statement which I sent the same day. I didn’t hear anything. Week later so went on their live chat to say they couldn’t find my bank statement I sent and told me to email it again which I did. Still no response from them I went back on their live chat again to be told please allow them time, and how much time needs to be given they had all the info they needed. When I asked how long they couldn’t give an answer just said team would email me back and it’s been escalated.

When I deposit using online casino sites, I tend to use ewallets (Apple Pay and PayPal) and had used Apple Pay to deposit last time with this casino.

I usually find white hat gaming companies to be very fair and straight forward, however this time that was not the case.

I tried to withdraw to the payment method I had used (as per their terms and conditions) but wasn’t given Apple Pay as a withdrawal option. I spoke to an agent who informed me that this was because I had instead topped up with a paysafe card. This was my first red flag, I do not own a paysafe card and know for a fact I deposited with Apple Pay. The agent said I could withdraw to my PayPal account instead.

I did this, but after waiting over 24 hours I could see that my payment still wasn’t paid. I got in touch, and a new agent informed me that my payment had been rejected by PayPal and that I must not provide my private, personal bank details to be able to have my withdrawal.

As stated, I do not like to give these out, so I asked again if they would just withdraw it to my PayPal, they said no. As previously mentioned, this is a new thing that some casinos are trying. The last casino that tried it with me I came to this site to complain, and my issue was resolved just an hour ago. My withdrawal was issued to my preferred method and I didn’t end up having to hand over very sensitive data…

I come to ask gamblers again to ask you to once again help me in this matter.

Hello AskGamblers,

I open an account with 21casino.com over a year and deposited a few times with them and all the deposit was 725£. Just before Christmas, I deposit 30£ and after 10 minutes received a winning of around 1300£. I requested the withdrawal of 1000£ and 2 days later they ask me for proof of ID and address. Have sent it then they ask me to send it next to my face holding it in my hand. Have done it, however after sending all documents and all documents matched with the one in the casino they send me the email today at 5 in the morning and say you used the casino in bath faith and your account has been terminated and winnings confiscated. However, I didn't use the casino to get bonuses.

Could you advise what to do, please? Please keep in mind they can't say about the third part method as they never ask for the card to be verified. They only ask for a PayPal account to be shared the screenshot with them to see if are in my name....

Good morning,

I won 5497 EUR with a 250 EUR deposit from 21casino on November 26th. The only game I played was Vikings (from Netent) and I used 5 eur bet only. I used paytrail bank transfer for deposit and later made a bank withdrawal request. After the request the casino requested for copy of ID, proof of address and bank statement on the November 26th. I submitted the documents within 2 hours of the request through email. On November 31st the casino emailed me saying that the documents have been forwarded to the correct team and it could take up to 48 hours to review the documents. Sounds good.

On December 4th they asked me to send them bank statement showing all transactions since 1st of November and I provided it on the December 6th. On December 10th they asked for even more bank statements which I provided on the December 13th.

Since then I have emailed them numerous times about the payment and still have not received it. Now I have waited for more than a month for my withdrawal and it was certainly what I expected when I deposited. If I wanted to make long time investments I would invest in stocks. From casinos I am expecting quick payments if I win.

I made a withdrawal on the 25/05/21 for 8000 NZD, and it still isn’t in my bank. I also made another withdrawal for 2000 NZD on 5/06/21 which I haven’t received either. I have been told via emails from 21Casino and interactions with staff on the Live Chat, that they having problems with their “Payment processor” and that it will be fixed “Soon”.

However I am not being told how long that’s going to take, and when I ask how long, I am just told the same thing over and over, they can’t even give me an estimated date. It doesn’t seem fair that they’ll accept deposits in seconds, but don’t tell you that it’s not easy or possible to withdraw money that you won.

I hope they can resolve this issue, or at least give me a rough estimated time in which I will receive the withdrawal.