On 23/11/2022 I requested a withdrawal for 600€ to my Neteller account. Neteller was the only payment method I used to deposit to 21prive. The next day I received an email informing me that my withdrawal had failed, that Neteller had been disallowed from future withdrawals and that my funds had been returned to my gaming account balance. After this email I checked my casino account and I had a balance of 67,5€ .
This was my balance after I requested the 600€ withdrawal. I contacted support via live chat and they told me that it was an internal error and that the payment team would be in touch with me. The next days i received emails informing me that my funds had been returned to my balance but this never happened.
After several complaints via live chat on 3/12/2022 I realized that i had been locked out of my account. I contacted support and they confirmed that my account had been placed on temporary hold while being reviewed by their payments team. The last email I received was on 7/12/2022 saying again that my funds had been returned to my gaming account balance and that I may proceed to Accounts section in my 21prive account to request a withdrawal to an alternative payment method such as bank transfer. However, my account is still locked and there is no way to know if the funds have been returned to my gaming account balance.
I request that casino restores access to my account and processes the withdrawal without delay.
