The player's experiencing problem with withdrawal as it did not appear on the player's bank account. The complaint got successfully resolved.
21.com Casino - Player's experiencing problem with withdrawal.
Amount: €53
21.com Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
On 08/15/2020 I applied for my withdrawal - on 08/19 I received the confirmation that the amount was paid out - nothing was paid out and the casino does not respond when asked.
Automatic translation:
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3 years ago
Dear Brigitte,
Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would more forward. Did you complete your KYC verification in the casino? Was this your first withdrawal request in the casino? What payment method did you use to withdraw the money. Please send us any proof or conversation which could support the case to nikolas.b@casino.guru. Thank you in advance for your reply.
Best regards,
Nick
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3 years ago
Translation
Hello Nick - First time thanks for the help. It is the first time that I request a withdrawal at this casino. No KYC check was requested or it was not even possible to upload anything. I also asked every day - but was just ignored. I applied for a payout via Neteller.
best regards
Brigitte
Edited
Automatic translation:
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3 years ago
Thank you very much Brigitte for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana 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.
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3 years ago
Hello Brigitte,
I am very sorry to hear about your problem.
I would like to invite 21.com Casino to join this conversation and give us the update regarding Brigitte's withdrawal.
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3 years ago
Hi Brigitte,
Thank you for your review regarding 21.com!
We are sorry to hear that your withdrawal has taken longer than usual.
We have contacted our payment team regarding this, and they informed us that they haven't been able to process your withdrawal yet, as the payment method is incorrect. You should request the withdrawal with Trustly.
You can now log in to your account and request the withdrawal with Trustly. We also added you 20 free spins to Great Rhino Megaways for the inconvenience.
We wish you the best of luck while playing at 21.com!
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3 years ago
Translation
Hello, thanks for the free spins! Unfortunately, I cannot request the payout - as my money was not transferred back to the player account!
LG Brigitte
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Automatic translation:
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3 years ago
Hi Brigitte,
We apologize for the inconvenience regarding the withdrawal.
Your 21.com account balance has been updated now, and you will be able to log in and request the withdrawal with Trustly.
Please do not hesitate to reach out again if anything is unclear or if you have any questions.
We wish you a good day and good luck in the casino!
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