Beschwerde #54 21 Casino

Deposit refund sent to closed bank account

Von Jack S.

vor 5 Jahren

Hello askgamblers I am writing to you for help to get my deposit back from 21 casino.

I played at the casino in the summer of 2018 to which I deposited £5000 for a bonus offer which they matched £5000 in bonus funds. I won at the casino but funds were confiscated and deposit returned to me upon verification completion. I completed the verification in November 2020 as I had issues previously sorting it with them. I gave them all the documents they requested and they approved my withdrawal of my £5000 which I deposited there. When I gave them the documents I also stated that the bank account I used to deposit there has since been closed so I provided them another bank account for them to send my funds back. Once the documents had been accepted on 11/12/2020 i received an email to say my finds had been sent to my closed bank, which really frustrated me as I knew this would be a pain too sort out.

I now went back to the casino too tell this and they stated it has left them and not bounced back to the accounts so to contact the bank. I contacted my bank and they said there’s no way it would have gone to them in any holding account which the casino suggested might have happened and too get a ARN number to trace the transaction. So back I went to the casino who gave me what I thought was the number which I took to the bank and they told me it was incorrect and not even the right amount of digits for an ARN number. I have no been back and forth with the casino and bank several times with incorrect ARN numbers and I have come to the end of my patience with them. I have all the emails off them proving verification complete, payment sent, and the incorrect ARN numbers.

I am now coming too you as a last resort of help to help me get my funds and resolve this matter. I have now attached all documents and correspondence with the casino and bank.

Regards Jack < surname removed >

Unseriöses Casino 21 Casino

Grund Doppelbelastung/Rückerstattung

Betrag £5000

Diskussion

AskGamblers

• Support Team

vor 4 Jahren

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

vor 5 Jahren

Dear @Jackstanna98,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

21 Casino

• Representative

vor 5 Jahren

Hi JACKSTANNA98

Thanks for your response. We will await their email and handle any further communication via email.

Kind Regards

21 Casino

Jackstanna98

• Vereinigtes Königreich

vor 5 Jahren

Hi just an update I’m still waiting for the letter from the bank and have now requested another from them, thanks for your patience.

Jack Stanley

21 Casino Beschwerde-Statistik

Gelöst 19 / 21

Durchschn. Betrag $5,633

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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