The player from Brazil requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Unfortunately, the player lost his winnings before we could help, therefore, we were forced to reject this complaint.
21 Casino - Player believes that their withdrawal has been delayed.
Amount: 2,600 R$
21 Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Other
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I'm a regular player at 21 casino, I requested the withdrawal and sent the necessary documentation to verify my address, I sent several documents proving residence very clearly and it was not accepted, I would like to show my dissatisfaction with the Casino I always paid on pix now they have 24 hours to analyze my withdrawal, and my proof of address was not approved and I can't send another one, I want my money asap thanks
Automatic translation:
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11 months ago
Dear ivansilvestre1970,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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10 months ago
Dear ivansilvestre1970,
Have you received your withdrawal from the casino yet?
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10 months ago
Translation
Request closed, due to the delay in payment I ended up playing and losing the amount,
Automatic translation:
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10 months ago
Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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