Beschwerde #55 21 Casino

Delayed £11,406 payment

Von 6alalhaji

vor 5 Jahren

I have requested the withdraw on the 18th of Feb 2021 and the withdraw was accepted and processed on the 19th Feb via a wire transfer as requested by the casino cause I wasn't able to request the withdraw to the credit card I used as the casino has mentioned .

Usually wire transfers takes 2-3 business days to reach to the account and after waiting 5-6 business days I reached out to the casino asking them about the withdraw stats I was told that I had to wait 10 business days at least before they can look into the matter which I did , after 10 business days have passed and I contacted the casino and I was given a reference number to provide with my bank to track the payment as the casino support mentioned that everything from their side was cleared .

I contacted the bank and provided the reference number and they mentioned that I need to provide the Swift transfer code to them to be able to track the payment and that they won't be able to track the payment with the reference number provided to me by the casino .

I asked the casino to provide me with that number and I get the same reference number which Is not useful for me and that I had to contact the bank again and I provide a bank statement ( Which I did ) and still waiting on an answer .

Keep in mind that for every time I had to go back and forth with the casino it takes 2-3 days for them to reply and then get the same answers and same reference number , up to this day i have not received a useful information from the casino that I can use to find out why the payment still have not been received .

I need someone from their relevant department to take a seriously look into this matter and find out why the payment has not been received and as soon as possible as this matter have not been solved since the 19th of Feb. and now we are in the 7th of March.

P.S

I have tracked the reference provided to me by the casino through Inpay tracking the the states shows Refunded.

Accepted Withdraw ID 20071388782

Unseriöses Casino 21 Casino

Grund Verzögerte Auszahlung

Betrag £11406

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear @6alalhaji,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

6alalhaji

vor 5 Jahren

As the casino mentioned I have sent an email to them to contact their bank to resolve the matter , will update this page accordingly until the matter is hopefully resolved .

21 Casino

• Representative

vor 5 Jahren

Hi 6ALALHAJI

Thanks for your response.
Moving forward, seeing that the proof of payment has been sent out to you via email and that you have replied back also via email with the update from your bank, we will be handling the situation via email, as that is considered to be the best form of communication in this case.

Kind Regards

21 Casino

6alalhaji

vor 5 Jahren

Dear Support ,

I have just received an answer from my bank for the documentation I sent , I was informed that the attached transfer was not received by the bank and the code given doesn't not show any track of payment made to them .

I was told to ask the casino to contact the bank that was used to make the transfer and ask them to resolve the issue and it might be the issue from them or that the transfer is being held or delayed by the corresponding bank between the casino bank and my bank .

So to help solve this matter u need to contact the bank you used for the transfer and show them the proof that the payment was not received and they have to do the necessary producer to solve this matter .

I am sending an email also now to the casino with the update bank statement and the above information .

Regards,

21 Casino Beschwerde-Statistik

Gelöst 19 / 21

Durchschn. Betrag $5,633

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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