21 Casino - Player’s struggling to complete the account verification.

the issue with this casino is that they do not pay out - I have been waiting a month for my withdrawal.

This is not the first withdrawal i have made from this casino. I made 1 for 250.00 two days before this one and that was delivered promptly. However, when i made this withdrawal for 1000.00 suddenly there were "issues"

None of my banking info had changed from the previous deposit, but suddenly the casino needed me to resubmit my bank details with an official statement from my bank. Fair enough. I downloaded my statement from my bank and emailed it in. But the days were wrong, they needed a statement from certain time period. But why? if they need my bank details why do the days matter. Whatever though, I went to my bank and asked them to email the time frame requested. They did. I forwarded that email to them. Well, that was also not good enough. This came directly from my bank manager. How could this not be good enough? I went to the live chat but they would not help. They just repeated what the email said and closed the chat. Very rude.

Its now been one month and I can not get this casino to pay me my winnings. WTF?

Dear Nathan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Bank statement seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, sir. I have completed the verification. Infact, I have done a successful withdrawal just a couple days before i summitted this one. Its weird that they were able to complete that but there i s an issue with this. Shouldn't my info be one file?

Thank you very much, Nathan, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks, I appreciate this. Its great that you guys have the customers back and make these casino sites accountable.

Hello Nathan, from now on, I'll be assisting you in your case. I would like to ask 21 Casino to join us and help us resolve the player's issue.

The casino responded to us through skype, now we are waiting until they respond here directly on the complaint.

Hi Nick and Nathan

Thanks Nathan for contacting us through our complaints channel. Our team are currently in touch with you to resolve the matter.

Kind Regards

21 Casino

They refuse to answer this question via email, perhaps you can get them to. Why were you able to deposit 250.00 with no bank statement in 1 day, yet need all these statements now for this 1000.00?

Allow me to elaborate, I have sent them numerous bank statements, none of which were good enough, they insisted that they needed to see transactions for certain dates, etc. i sent in a bank statement i got from the manager of my bank and that still wasn't good enough. Then all of a sudden the problem was on their and and they no longer needed a statement and the transaction was successfully processes and i just needed to wait 10 days for it to go through, I waited the 10 days and now they are back to sating they need a bank statement. I am not going to send them any more bank statements. They didn't need one when they send me the 250.00 why do they need one now? I am open to other payment options including a cheque or email money transfer. This has been going on for 2 months.

Dear Nathan,

I can understand that verification can be frustrating but it's a common procedure in almost every casino to ask for documentation multiple time. Unfortunately, it doesn' matter which payment method will you chose, you still need to complete the verification process. I would like to ask 21 Casino to specify which exact verification documents do they still require to make the withdrawal proces available.

Sorry, Nick, they keep moving the goal posts. They then told me they didnt need any more bank statements and the problem was on their end and that they reprocessed the payment and i just needed to wait 10 days for it to go through, then after the 10 days they said they needed another bank statement. I would agree with you but they just keep messing me around. this is ridiculous.

If they can not process a payment with what they have then I want to do a different payment method

I demand a email money transfer done today because this has been going on for over 2 months

One last point, I have provided them with a lot of documents already.

And still no answer to my initial question, why could they send a previous withddrawal in 1 day without any bank statements and now they need to ask for all this documentation?

Hi Nathan, 

We are sorry to hear about your experience, rest assured we have passed the matter along to our Accounts Team who will contact you further in this respect.

Should you remain dissatisfied with the outcome, please feel free to follow our Complaints and Disputes Procedure as outlined in clause 21 of our Terms and Conditions https://www.21casino.com/en/terms-conditions 

Regards

The 21 Casino Team

Awesome, after 2 months, I can follow more procedures. Very cool.

Update: I have been told via email that I can have my winnings put back into my gaming account and then if i make a deposit using MuchBetter i can then do a withdrawal using that app as the means. So, after 2 months, we are starting again from scratch and i have to make a deposit before i can make a withdrawal. I hope this experience will reflect on their reputation on Casino Guru

Dear Nathan,

If they recommended you this method, it will be most likely a faster way to get your winnings. Try to do it that way and we'll see the outcome. Please let us know about your next step or any update regarding the case.

Its all good. They just put the money back into my account and i just ran through it. I feel like Ive wasted enough time with this outfit, they would probably find more issues and reasons to not pay out. I can't believe they have a 9.2 reputation. The customer service, the long long wait for pay outs. And what is the point of a casino but to pay out. They dont do that, or they make you jump through insane hoops. Worst casino I have ever used. They are more like a 3/10. I wouldn't recommend them to my worst enemy.

Dear Nathan,

I'm sorry that you are having a bad experience with the casino but we do rating based on many aspect and some player may experience issues even with some of the best casinos. What are your next step regarding your balance in the casino? Is there anything else we can help you with?

Dear Nathan,

We haven't hear from you in a while. Please note, if we won't get any answer within the next 7 days, the complaint will be rejected.

There is nothing more that can be done. I appreciate your help, its too bad 21 Casino has such terrible service and pay out policies. But I guess thats how they roll. Advise anyone to skip this casino, there is much more honest places to gamble at.

The complaint will be now closed as the player played through his balance.