The player from Brazil had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. The player's issue had been related to a currency conversion fee deducted from her withdrawal amount. She claimed the casino had charged her 56 reais with which she wasn't satisfied. However, we clarified that such fees were usually levied by banks, not casinos. The player had received the majority of her winnings. Therefore, we considered this case as resolved.
21 Casino - Withdrawal of player's winnings has been delayed.
Amount: 412 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
I opened an account at 21casino with an available bonus of 121% and made a deposit of 5 USD from which I was lucky enough to win 86.90 dollars. I withdrew 80 dollars, and the available bonus was confiscated. However, when the money entered my account, only 366 USD was paid to me, even though the total amount should have been 412 reais today, given that the dollar is at 5.15. I lodged a complaint in the casino's chat function seeking information and to withdraw the remaining money. However, they sent a message stating that they are not responsible for the conversion from USD to reais. This is absurd and I am here to assert my rights.
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6 months ago
Dear Adriana437,
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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6 months ago
Translation
No, the problem is that they are charging me a money conversion fee, I have never seen this in my life, the Casino did not give me a choice of currencies, there were only dollars and euros, my husband opened an account at the Casino with reais and now they are charging me 56 reais in fees. my earnings this is absurd
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6 months ago
Dear Adriana437,
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.
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6 months ago
Translation
The Casino paid me 364 reais and what I had in dolores was 412 reais. They discounted me 56 reais due to currency conversion. I'm not satisfied, I want my remaining 56 reais either in payment or in credit at the Casino as real money
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6 months ago
Dear Adriana437,
Please understand that any currency conversion fees and other transaction fees are charged by banks and not casinos. The casino cannot pay you something they didn't take. Since you received the vast majority of your winnings, we will now consider this case resolved. 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,
Kristina
Casino.Guru
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