21 Casino - The player struggles to withdraw her balance.

Hello,

I come to this site again asking for help with another unscrupulous casino company.

I deposited 20 pounds via Apple Pay, after an hour of playing I was up to 30 pounds and tried to withdraw… my withdrawal only listed my PayPal as an option so I spoke to the chat to see if I could withdraw to the method I deposited with instead.

The agent informed me that I had last topped up with a paysafe card and withdrawals to these were not allowed so I had to use PayPal. I informed them that I didn’t have a paysafe card, that I topped up with Apple Pay. The agent told me I was wrong and to check with my bank.

because of this, I actioned it to my PayPal instead and waited.

I like to used ewallets as payment methods as keeping personal bank details private online is very important to me…

skip forward to today. I contacts live chat to tell them I hadn’t received any withdrawal, it was at this point I was told that I MUST give my personal bank details over or I wouldn’t get paid.

this is happening more and more with casinos, and I am happy to find them and point them out to other online users.

I told the casino I did not want to give these details, and as I had never deposited with a bank transfer or wire deposit ever - I pointed out how they were breaking their own terms and conditions by insisting I do this.

I was told the only way I could get my withdrawal is by giving these details over.

I have ran into this issue with another online casino. But after casino gurus intervention, the other casino ended up paying to my preferred method and I didn’t have to send any sensitive data over. I am hoping once again you can help me with this.

Hello lisahopkins09,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 21 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you speak  to the casino and what was it about?

Please note that if a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Was your account verified successfully in the past?

Looking forward to your answer.

Regards,

Nick

Dear lisahopkins09,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.