21 Casino - Player’s withdrawal has been delayed.

More than 20 days ago I requested the withdrawal of 3000 us, to date there is no response from the casino, in the live chat they only indicate that the relevant department will contact me when this is ready. To date nothing concrete. The casino is disgusting ... if you do not pay 3000 thousand us imagine getting to win a big prize ... the most worrying thing is that they do not have control, you cannot turn to anyone to claim the refund

Dear Rodrigochile,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino and which payment method you have opted for? Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear Rodrigochile,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Soon after one month of requesting the withdrawal, there is still no deposit of my money.

Casino21 no longer responds to my emails, and moreover I block my account due to responsible gaming policies, every day I send an email to see if they will reimburse me for the 3000 us. I asked customer service for an email to make a formal complaint with the management and they did not answer me either ... Could you tell me an email of the authorities that regulate gambling? To formalize a claim?

You can file an official complaint against MGA-licensed Online Casinos through the following link https://www.mga.org.mt/support/online-gaming-support/. However, I would recommend trying to contact the casino before filing a formal complaint, as you should exhaust alternative sources first. Please let me know if you wish to continue this thread or you’d prefer contacting the Licensing Authority directly. Thank you very much for your reply in advance. 

Dear Rodrigochile,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.