21.com Casino - Delayed payout at Casino 21.com.

Hello,

21.com owed me $596 from 2021 because at that time I did not have an ID but I got a new ID earlier this year and submitted it, they completed account verification and tried to send me my winnings on the 25th of January , I waited 5 days and did not receive my winnings because they said payment failed. I asked them to resend the winnings but they kept saying the payments department is having a technical issue so they could not send the issue, they had been having this issue since according to the support agents and so it is February 6 but I still did not receive my winnings .

I need this escalated for me as I do not believe that the casino is having technical I think they are trying not to send me my winnings thanks for assistance on this matter

Dear oluwafemibamikole4,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. 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?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Patronela,

No I had not been advised of any other alternative means of withdrawing the winnings, I do not have access to the account any more because of self exclusion so I cannot cancel the withdrawal and make another request.. I understand that sometimes casinos might have technical issues but they had been having this issue since 2 weeks ago so I do not know how true it is that they having payments issues that is why I need you guys to contact them to see what exactly the payment issue they having

Any updates on my withdrawal issue with 21.com? It has been 2 1/2 weeks since they said they sent in my withdrawal, $596 was sent on the 25th of January but the transaction failed so this is like 8th of February and I still didn't get my money, please kindly reach out to them asap I coould use my winnings right away omg 😳 such a nightmare

Thank you very much, oluwafemibamikole4, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Thanks Patronela hello Natalia, still didn't get my winnings yet from 21.com, they kept saying they investigating this is like the 3rd week of their investigation

Hi oluwafemibamikole4,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 21.com Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the issue with the payment provider? Would you consider offering the player any alternative payout options?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Ok thanks Natalia, I am looking forward to seeing this resolved as soon as possible so that I can have my winnings in earnest

Hello Natalia, this is to let you know that I did receive my winnings this morning so kindly close this case. I appreciate all the hard work casino guru put into resolving the issue for me 🙏

Dear oluwafemibamikole4,

Thank you very mush for these positive updates. I'm glad to hear that your issue has been resolved successfully and 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,

Natalia

Casino.Guru