The player from Peru had his account blocked because the casino's services were unavailable in his country. He had successfully registered and made a deposit previously, but he wasn't able to access his account to withdraw his funds, which amounted to S/ 1300.00 Soles. The casino had informed him that the funds would be returned within seven days. However, he reported not having received the funds even after the stipulated period had passed. When he raised the issue with the Complaints Team, the casino confirmed that they had sent the full amount. He later confirmed that he had received part of his winnings but was still missing S/ 300.00 Soles. The casino then clarified that they had indeed sent the full amount, suggesting that the missing amount might have been due to currency exchange conversions. Finally, he confirmed receipt of the full amount, which led to the closure of the complaint.
21 Casino - Player's account was blocked due to location restrictions.
Amount: 1,300 S/.
21 Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
THEY BLOCKED MY ACCOUNT, INFORMING AT THE LAST MINUTE THAT 21 CASINO IS BLOCKED FOR THE COUNTRY OF PERU.
WHEN I REGISTER, IF I WAS AVAILABLE FOR PERU AND THAT'S WHY I AGREED TO REGISTER,
MAKE DEPOSIT, MY LAST DEPOSIT WAS on 01-16-2024
and on 02/12 I MADE A WITHDRAWAL OF S/ 1300.00 SOLES
AND TODAY I GO TO SEE MY REQUEST AND IT DOESN'T ALLOW ME TO ENTER THE 21 CASINO PAGE, where it indicates that it is not available for my country Peru,
I NEED MY MONEY FROM THE WITHDRAWAL I MADE, BECAUSE I DEPOSIT MONEY ON THE 21 CASINO PLATFORM
User: [hidden by Casino Guru]
email: [hidden by Casino Guru]
Name and surname: [hidden by Casino Guru]
Date of birth: [hidden by Casino Guru]
I will attach the screenshots of my email to the evidence.
Dear Pantera1005,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 21 Casino.
Could you please specify when was the last time you were able to access the casino website?
Could you kindly confirm if you have passed the full KYC verification?
Have you contacted customer support with a question about your withdrawal as suggested on the page informing you that Peru has been added to restricted countries?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Could you specify when was the last time you were able to access the casino website?
The last time I logged in and I was playing Plan NGO and Pragmatic on 02/12/2024 and there I made the request for my receipt.
Could you please confirm if it passed the full KYC verification?
Of course, they did verify my account 100%, which is why I decided to deposit money on the 21 casino platform.
Have you contacted customer support with a question about your withdrawal as suggested on the page informing you that Peru has been added to restricted countries?
If you have complained to the email support@21casino.com for the withdrawal request and for the last minute blockade restricting the country of Peru
I will attach your answer to my question. 
YOUR CASINO RESPONSE:
Hello,
Thank you for contacting 21 Casino.
21 Casino is no longer available in the territory in which you reside.
All customer accounts are no longer operational and any remaining funds will be returned to the card or bank account on file within 7 days. Any remaining bonuses, bonus spins or loyalty points have been voided in accordance with our
terms and Conditions.
All personal and gaming activity data will be securely deleted as soon as
are no longer necessary to comply with our contractual and regulatory obligations. If you have any questions, please contact our customer support team at support@21Casino.com .
If you have any questions, do not hesitate to contact us again, through our email or by accessing our live chat.
We will be happy to help you 24 hours a day.
Kind regards,
Casino support.
The casino informed you in the email sent on February 13, that "any remaining funds will be returned to the card or bank account on file within 7 days". If you do not receive your winnings by February 20, please let me know and we will get in touch with the casino. Thank you for your understanding.
Hello, until now I have no response from the 21 casino platform, my complaint is fair SINCE ON THE PART OF 21 CASINO, having to change their policies at the last minute, when on my part I HAD ALREADY VERIFIED MY ACCOUNT 100%, WHEN HE ALREADY DEPOSITED MONEY INTO HIS ACCOUNT + 2 times to 3 times, WHEN HE ALREADY HAD A MONEY OF 1,300.00 soles TO WITHDRAW….
That's why it's my complaint, that they give me my profit.
HAGE FAIRLY
HELLO, ANY HELP WITH THE CASE PLEASE FROM YOUR PART CASINO GURU AND FROM 21 CASINO, I NEED THE SOLUTION OF MY CASE, IT'S ALREADY BEEN 7 DAYS AND NO ONE TELLS ME ANYTHING
Thank you very much, Pantera1005, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Hello Peter mailto:peter.c@casino.guru , by referring me with your personalized attention, I want to know an answer to my complaint, I want my money won in 21 casino in my account that I registered with Scotiabank, since due to their last minute policies changes that i country is not available for 21 casino,
where I registered, they verified my approved amount, I deposited real money to the platform where I kept the money s/ 1,300.00 soles, and I need that money to reach my account because I DO IT WELL, WITHOUT BREAKING THE REGULATIONS OF EACH SUPPLIER... urgent response because I have already been waiting for more than 8 days
Hello there,
Thank you Pantera1005 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 21 Casino for their help in resolving this complaint. We would like to know when can the player expect to receive any outstanding funds that remained in the account after closure.
Thank you!
Hello @Pantera1005,
I regret to inform you that we have ceased accepting players from Peru. Nevertheless, I want to assure you that your remaining balances have been sent out. Additionally, please note that our payments team has already sent you an email confirming the successful payout.
Best regards,
21casino
Thank you for the update 21 Casino representative.
Dear Pantera1005, we will keep this complaint open until you confirm you received the funds. Please keep me informed about any further developments. Thank you!
Thanks Peter, yes I saw the response in the 21 casino email,
I will wait for it to reach my account and I will give you an answer to the case.
HELLO, IT'S BEEN MORE THAN 48 HOURS AND SO FAR I HAVE NOT GOT ANY MONEY IN MY BANK ACCOUNT
AND CLAIMED TO THE EMAIL OF support@21casino.com ,and his response was that HE DOESN'T KNOW ANYTHING ABOUT MY WITHDRAWAL REQUEST AND HE DOESN'T KNOW ANYTHING
I NEED MY WITHDRAWAL TO MY ACCOUNT BECAUSE I EARNED FAIRLY
I WILL ATTACH WHAT THE COMPANY RESPONDED:
Syd (21 Casino)
Feb 27, 2024, 2:03 p.m. m. UTC
Hello,
Thank you for contacting 21 Casino.
Please note that no deposit or withdrawal has ever been made to this account.
Please provide us with more details about this and we will be happy to help you. Alternatively, please contact the relevant casino regarding your withdrawal.
If you have any questions, do not hesitate to contact us again, through our email or by accessing our live chat.
We will be happy to help you 24 hours a day.
Kind regards,
Casino support.
IT'S NOT FAIR THAT THERE IS NOTHING IN THE SYSTEM
HELLO TO INFORM THAT I GOT A PART OF THE MONEY ONLY S/ 1,000.00 SOLES
WHERE MY WITHDRAWAL REQUEST WAS S/ 1,300.00 SOLES
WHAT HAPPENED TO THE REST OF THE MONEY
I NEED TO REACH THE REMAINING OF S/ 300.00 SOLES
Dear @Pantera1005,
Thank you for your patience while we investigated the matter further for you. Following our thorough investigation, we have confirmed that the full amount of 1,300 PEN was indeed sent out to you as intended.
Additionally, our payments team has already dispatched an email to you containing the Inpay reference number. This reference number can be provided to your bank for further review and clarification regarding the transaction.
However, please be reminded that we do not bear any responsibility for currency exchange conversions that may occur during the transaction process.
Should you have any further questions or concerns, please do not hesitate to reach out to us.
Best regards,
21casino
THANK YOU SO MUCH
I WOULD LIKE 21 CASINO TO COME BACK FOR 21 CASINO PLAYERS
I WAS VERY ENTERTAINED BY THE PROVIDERS AND MY FAVORITE SLOT AT 21 CASINO IS BOOK OF DEAD
I WOULD LIKE TO CONTINUE PLAYING AT 21 CASINO
Dear Pantera1005, have you received your withdrawal in full or do you require any further assistance? Thank you!
IF EVERYTHING OK THANK YOU, LET MY COMPLAINT BE CLOSED
GOOD ATTENTION
Dear Pantera1005,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
