Beschwerde #49 21 Casino

Delayed £6,000 payment

Von Chappell100

vor 5 Jahren

After being a member at this casino for over 6 months I made my first withdrawal of £500, this was processed and in my account the very next day. I then made a few deposits after this withdrawal was processed and I ended up cashing out 2 withdrawals for £2000 and £4000 on 30/12/2020. It is now 5/1/2021 and my withdrawals are both still pending and “under review” having spoken to customer services via live chat for the past 4 days consecutively I have only been told that the accounts team will be in contact as my withdrawal is under review. Nobody from accounts has been in contact with me and it seems they are unwilling to be able to put me in contact with somebody that can help me. I made my winnings on live roulette and have not had any bonuses so only raw cash. Nobody can explain to me why it is taking so long especially after I have been told I am verified to make withdrawals and everything is in order. I have the screenshots of every roulette hit and the transcripts from all chats are in my emails. I just want this resolved before I continue to play at this casino

Unseriöses Casino 21 Casino

Grund Verzögerte Auszahlung

Betrag £13000

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Chappell100

vor 5 Jahren

Wow thank you very much that is great service after what seemed like it was going to be a nightmare after being dragged out all last week. Very impressed thank you.

21 Casino

• Representative

vor 5 Jahren

Hi Mr Chapell.

We apologize for the delay and any grievance this might have caused you.
We would like to inform you that the £6000 was processed this morning and the £7000 just now.

I hope this resolves your issue.

We wish you all the best for the New Year.

Kind Regards

21 Casino

Chappell100

vor 5 Jahren

So after posting this I checked my casino account and I had a balance of £6000. My withdrawals had timed out. Again I went into live chat and after demanding to know what was going on they told me to try withdrawals again as they had just timed out and nothing to worry about. Every time I asked why this had happened they said they had no idea. As I was refusing to end the chat without an answer I was told that it was because my account wasn’t verified and that I needed to see documents. I was then told to check Ts&Cs and specifically that no withdrawals can be processed until my account was verified. Now I had a withdrawal of £500 already processed last month so I reminded them of this and asked if I wasn’t verified how could I have been paid? I said I would re send documents and ended the chat. The following morning I had a notification from my bank and the casino had made full payment. It seems the “customer support” staff don’t have much of an idea and aren’t interested in supporting their customers. I have just made another withdrawal of £7000 so we will see what happens.

21 Casino Beschwerde-Statistik

Gelöst 19 / 21

Durchschn. Betrag $5,633

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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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.

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