21.com Casino

21.com Casino - Delayed payout of 596 CAD

€4528

Hello, 21.com owed me $596 as far back as 2021 and because of verification issues primarily due to lack of valid ID, at that time, my payout was denied. I got a new ID in January and I submitted it to the casino, they verified the account and said they sent my winnings to my account on the 25th of January. It is now the 10th of February and I still did not get my winnings. They said the transaction failed a week later and their payments team is investigating, they had told me this countless amount of times but I am having difficulty believing them because it is now well in the 3rd week since they submitted the funds for processing. I could use my winnings right away so please kindly reach out to them to send in my funds via e transfer as I used that method to fund my account. My account has been locked for self exclusion so I have no access to chat with them from my account , I had been using my email, < removed >to communicate with them

21.com Casino - Withdrawal delayed for over 6 weeks

$596

The 15th of september I made a withdrawal og 9002NOK from the casino which still hasn't been paid to my account as of today 27.10.

I have been in contact with support on multiple occasions, both in chat and on e-mail since then and they say it's because of a technical issue. Now it's been well over a month and I would like to get this issue resolved.

The last I heard was on the 23. of october where I received a message from support that my case has been sent to the financial department.

21.com Casino - Withdrawal is missing

kr9002

Hello.

I deposited 1000 NOK on Friday 10 June. won 20050 NOK. I sent the withdrawal request. the withdrawal was approved on 11 June. I have not received the money yet. I have been in contact with customer service several times both in chat and email. I was told that the money should come in no later than Friday 18 June. if not I should submit documentation from my bank account. I have now submitted this 3 times without receiving a reply or any update from 21.com. I am starting to worry.

21.com Casino - Deposit not credited to my casino account

kr20050

I made a deposit of 25 euro 4 days ago. my deposit went through as money left from my bank account immediately but I didn't get my money on my players account. I contacted them(send proof of deposit), and they say that the money was stuck at the payment provider. and i must contact them.

Yesterday i got a email from skrill (see attachments) that my payment was successful but still i have nothing in my players account. Several times contacted the casino and every person i have spoken on the chat tells me something different ( also weird ). And now they say that the money is refunding from the payment provider to my bank and that is not true.

Can you help me because the casino wont listen to me, I just want to play.

21.com Casino - Casino problems with withdrawal

€25

Hello,

My name is Verginia <surname removed>, and I have a complain about 21.com. On the 20th of oktober I won 1500 euro. I whitdraw the money and the page didn’t load. So I did it again and it was Oke. I was waiting for the approval in my email which didn’t came so I started to chat with them. First it was that I had to wait for 72 hours than it was a problem with trustly than it was a technical issue. In the meantime I send a mail to trustly and the next day they answered me. And 21.com says that they are still waiting on trustly. Another agent told me that Sunday the money would be back on my account but it never did. Than Monday inwas told that there would be a manual payout the next day and I had to send my bank statement. So I did that in the chat and it was Oke. I asked him if I will get an email that everything is approved and he told me yes. Didn’t got the email so I chat again and they told me that he gave me wrong information. So here I am 9 days further and still no email or anything. I have al the emails to prove that I’m not lying. What can I do now. Can you help me with this ? In the attachment you can see the chat that they would do the manual pay out. I hope to hear something back from you. I’m sorry if my English is not so good

Sincerely

Verginia <surname removed>

21.com Casino - Waiting for my refund

€1500

Since the last October the 7th i ve been having back and forward email and chat with casino21 customer service to reimburse 50$ to my credit card. The reason was i decided not to be anymore member of that casino.
As requested by them i sent my bank statement and prove of address to verify that i´m the owner of the account from where the payment was made, plus ,my account details in that casino as well to confirm with the protocol to process payments.

During more than 10 days i was in close contact with customer service regardless this matter and never contact from the payment department to know what was going on that my credit card was not receiving the payment / refund. I explained that to my bank advisor and they explained me that banks don´t have any power to pressure casinos to answers directly to credit card brand and process to refund ASAP.

I had a large talk with my bank advisor and giving the nature of the problem i was strongly advice to cancel my credit card immediately .

Today i had another talk with Caino 21 customer support to again ask what was going on because there was silence regarding my claim. no email, no communication despite that my claim was escalated more than 3 times from customer service.
As i don´t have credit card anymore, my only option is to request Askgamblers to mediate this matter and help me to receive back my money via Bank transfer, Interact, or Paypal.

Looking forward to hearing from you.

21.com Casino - Unable to withdraw funds

$50

Good day, I have recently joined this casino with no problems and deposit made with Gigadat internet online which I use with multiple casinos without incident. I have deposited on two occasions through this method of $25 Cad I decided at $50 I would withdraw and have been unable to do it for the only withdrawal method shown in their drop down list is Bank International which will not work. As advertised that interact is one of their withdrawal methods it does not show to be able to use. Along with this there is no onsite chat option showing anywhere within my screen I have been talking with support they told me I must have an ad blocked on or cache and cookies need to be cleared. I informed them that i do not use an ad block and keep my cache and cookies clean on a regular basis also went one step further and had computer shop The Source attempt with my info on one of their comps and the same result happened on it. They also checked my settings and every thing is up to par on my lap top I have a PC also which they did not check and when attempting this procedure on it I receive the same results after submitting this info 21.com stated they would have to get their IT team look into it further not being able to explain yet why this is taking place. I originally tried submitting my query to them through the 21.com site was unable to communicate in this way so emailed 21.com support directly and this is my only way of communication. Unsure of what outcome of this procedure and not being able to establish a secure relationship with the casino as I have no issues with other casinos I asked them if they could please issue me my balance and close account they do not seem to want to comply with this. I have attached two snips one of my most recent deposit and the other showing the only option shown to me to use for withdrawal purposes please inform me if the info I have submitted is sufficient and advise thank you.

Regards,

William B < surname removed >

21.com Casino - Verifying twice and withholding withdraw

$50

My account was already verified, but I sent some additional documents to boost the process if a problem would accure. Withdrew 13000 nok, (€1300). Time went on, and then I got an email stating that I had to send more documents. I was not able to upload on the casino website snince, as mentioned, my account was verified. I then sent them Visa back and front, passport, selfie with passport, transaction history from Bank, proof of skrill, transaction history from skrill. Then another member from the support said that they needed me to send "Rapid" as soon as possible. Wasn't too sure what he meant, got an email back, I had to send documentation of Rapid transfer dated two months back. I was not too sure how to provide that since I thought that rapid transfer was powered by skrill and that it would show up on the skrill transaction that I sent. Now I've sent transcripts from bank account with the date they wanted, and same with skrill, transcripts from the exact date they wanted. Live chat is not helpful and there is no communication what so ever. I need help to solve this. It's been 5 businesses days since I withdrew. Maybe not a long time, but they've been so imprecise and it's obvious that hey want me to gamble my winnings.

kr13000

Beschwerde-Statistik

Gelöst 18

Durchschn. Betrag $ 5,401

Durchschn. Dauer 7 Tage

Durchschn. Antwortzeit 2 Tage

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Spielerbewertung

7.3/10 ● 103 Bewertungen

Top-Bewertungen unserer Spieler

Crowe22

3/10

Great game selection. Fast deposits. Great promos.

Been waiting over a week for a withdrawal. I have signed up at other casinos and verification and withdrawals are much faster than this. I do like the game selection and promos but I am missing promos waiting on this withdrawal. I have not give up on this casino yet but if I dont get my withdrawal soon I might have to.

Hi Crowe22, Thank you for your review of our casino. I am pleased to see that you enjoy playing at 21.com. I found your user and I can see that one reason why your withdrawal has not been processed is that you have entered your residential address in the field where your bank's address is supposed to be stated. I have sent you a mail explaining what you need to do in order to have your withdrawal processed. Please follow the instructions and the withdrawal will be processed today. Do not hesitate to write to me if you need any further assistance. Kind regards, Alexander

21.com Casino vor 6 Jahren

ZidaneIsGOD

8/10

Easy and quick withdrawals
Games work well
Nice support
Daily promotions

Nothing warning you that you have free spins to play before limited date on welcome offer, but they contact you every days to propose you deposit offer
Not 24/7 live chat

Hi Zidaneisgod, Thank you for reviewing our casino, and for the nice words you provided! I am really happy that you like the site and appreciate our support's service efforts. The signup free spins are credited every day for the first 21 days, 10 per day. You need to log in, spin and wager the winnings on the same day as you receive them. This is stated on the page with information about the welcome offer: https://www.21.com/promotions/welcome-offer and also at the page with information about bonus rules: https://www.21.com/page/bonus-rules If you wish to stop receiving newsletters, please go to https://www.21.com/myaccount and press "Communication preferences" and you will be able to tick off the box. We are looking into offering support 24/7 in the future, so please stay tuned! Kind regards, Alexander

21.com Casino vor 6 Jahren

YF157

2/10

Superfast website, deposits are very fast, the RTP can be really good,nice promotions with lots of freespins that have a 20x wagering.

No support, no live chat, no response to emails, no responsible gaming or cool off possibility, 1.99€ fee depositing with every deposit you make, I tried to close my account a gazilion times because I don't like the casino anymore, no response what so ever, even when verified, super slow withdrawals, this "alexander" only sends mail but doesn't answer to replies, poor navigation, no favorites, no search on providers, to be honest 21.com is a shame for the modern online gambling industry and should be withdrawn from their license.

Hi YF157, Thank you for reviewing our casino. We are always happy to receive feedback so we can become better and offer a product that is as good as it can be. I can see that we have not managed to meet your high expectations, and I will try to straighten out some question marks you have about 21.com. Our support's opening hours are 09:00-01:00 CET every day of the week, the live chat is available during these hours too. They always reply to every inquiry. You can set your own gambling limits in deposits, wagering and losses on this page: https://www.21.com/setlimits. You can manage the status of your account selecting either a cool off period or self-exclude yourself for a longer time here: https://www.21.com/accountstatus These links can be found on our Responsible gaming page: https://www.21.com/page/responsible-gaming Our transactional fees are imposed to relieve some of the fees which we pay in order to provide an extensive service and offer a multitude of payment providers. We are implementing more filters for the slots, so stay tuned and you will see that searching on game providers and being able to mark slots to favourites will be there in the near future. We take the claims that you have tried closing your account without getting a reply very seriously. I personally have not received any mail from you. I tried to find your account without success, so please contact our support (send a mail to [email protected] or open the live chat) and ask for my contact information and I will investigate your claims. Kind regards, Alexander

21.com Casino vor 6 Jahren

Microsoftly

9/10

Great casino with a lot of different games. (love Bonanza) One of the first casino's where I don't get lag in the games every 5 minutes. Also love the layout of the game!

I have a pending withdrawal since yesterday. (still stands on pending) Today I made a second withdrawal. Hope to see these come trough soon.

Hope to see more BTG games on 21. Since I really do love these games!

Hi Microsoftly, We are very happy to see that you enjoy our casino, the game selection, and our layout.Thank you for your kind words. I found your user and I asked our payments team to have a look at your pending withdrawal. It has now been verified and should be arriving in your bank account within a short period. We are always expanding our portfolio with new games and new game suppliers, there among new BTG games that will be launched on site shortly. Stay tuned for more information! Kind regards, Alexander

21.com Casino vor 6 Jahren

Ivana0708

10/10

It is a grae casino, I had no problem with withdrawing. The staff is always helpful and knows what are they doing

It is down for a while now? Didnt get any notice by e-mail, I cant open the casino, server down error :/

Hi Ivana, Thank you for the kind words, I am happy to see that you are satisfied with the casino and our staff! We faced an unscheduled downtime on Thursday night for the first time since we upgraded our servers several months ago. The issue was resolved during the night, and the site was up again shortly after and has been fully functional since then. We apologize to any inconvenience this might have caused. Kind regards, Alexander

21.com Casino vor 6 Jahren

Meatspin

4/10

The games are fun and there's a vast selection. Win rates seem to be fair.

Went through the longest and toughest time cashing out. I sent everything they asked for then they asked for a bank statement screenshot with my card number I provided on it which my particular bank does not display. So I never got my money and I just played it off assuming that they never intended on paying me. I have all emails archived and stored safely. Other casinos I play do not ask for this specific screenshot other than a picture of my card I used and a proof of purchase on my statement with the account number I'm intending on wiring my winnings to. I do recommend using this site if you expect to see any funds back relatively quick, as the ytried to find every reason not to give me mine.

Hi Meatspin, Thank you for giving your opinion on our casino. We are happy to receive all the feedback we can, good and bad, to help us become better. I would like to apologise for the long waiting time that you experienced. I had a look at your account, and I could see that the reason our payments team requested a bank statement displaying your credit card number was that your credit card did not have any name on it - just the credit card number. We are following the rules and regulations for our licence, which means that we need to ensure that there is no third party funding involved for all transactions. In case our support agents are uncertain, they are obligated to be cautious, which seems to have been the case here. We will review our procedures to see how we can make them more convenient in the future. Kind regards, Alexander

21.com Casino vor 6 Jahren

matty250987

7/10

Very clean layout and have most of my favourite games. Good player bonuses and promotions.

My first withdrawal was a nightmare. Didn't end getting the funds as over the course of 3 days and multiple attempts it kept running into a "technical error" and the money returned to my account. I ended up playing it as I was too frustrated. I have requested another withdrawal and has been pending for 25 hours now. Hopefully this one doesn't take 3 days and run into any "technical errors".

Hi Matty250987, Thank you for your review, we are happy to see that our bonuses and promotions are appreciated. We apologize for the inconvenience you have run into when withdrawing your funds. I found your user and I have sent you an email regarding the withdrawal - let us keep communicating there. Kind regards, Alexander

21.com Casino vor 7 Jahren

mdutchy

8/10

Great casino, fast and easy to use layout and nice game offering from different slot providers.
I had some troubles with getting verified, support helped me out and fixed it in 20 minutes for me (very cool)
Easy to deposit and to withdraw. Overall a nice casino to play.

Fees for deposits and withdrawal. Relatively small, but if you play low stake this will cost you.
Mixed signals about withdrawal times. Askgamblers state 0-48hour period, but they say it takes 72 hours. Hope to see my withdrawal be processed soon.

Hi Mdutchy, Thank you for your review and your kind words about our casino and our support's assistance with verifying your account. Our transactional fees are imposed to relieve some of the fees which we pay in order to provide an extensive service and offer a multitude of payment providers. For the time being, we do not have any fee for withdrawals. The withdrawal times differ depending on which payment provider you are using. We will always process withdrawals within 24 hours, and after this, it can take up to 72 hours depending on the payment provider before the withdrawal is sent from payments. Please provide your username if you still need assistance with your withdrawal and I will help you out. Kind regards, Alexander

21.com Casino vor 7 Jahren

fabdeckie

1/10

Poor response from the Help section - I deposited to claim a bonus i was sent via email..... didnt get the bonus - STILL waiting for some customer support after sending three messages!

Hi Fabdeckie, First of all, thank you for your feedback. We strive to create the best product possible for our players, hence why your input is important. It seems like you contacted us outside of our customer support hours, this is the reason why you didn’t get an answer straight-away. Our current opening hours are 09:00 – 01:00 CET. We aim to extend these opening hours further in the nearby future. As far as I understand, our customer support department has now solved your case and been in touch with you so hopefully you will have a good time on 21.com!

21.com Casino vor 7 Jahren

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