21bets Casino - Player claims that payment has been delayed.

I had submitted documents even before this win, but apparently no one checked them? So I sent everything they asked for, then they waited approx: 2,3 days and asked for a new document at a time??? Why not tell them exactly what they need at once? Yes, because they have another 72 hours, apparently 😡 have received Mail that the verification is approved, tried to make a withdrawal then more superficial documents are requested? On Saturday it will be 14 days since I started this long process and I just want my profit I am entitled to, they say they have customer support 24/7 it is under all criticism! We will get back to your email in 5-6 minutes, all of a sudden I get a message that I haven't been active in the chat for a while so this conversation ends😡😡

Dear malinhallberg86,

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

mån 24 apr. 2023 kl. 18:14 skrev Malin H*** <m***@gmail.com>:

hi got a reply from you in the morning that my account was verified👌🙏🏼Then tried again to withdraw my winnings? but still waiting? and could only withdraw 500 euros??is it at a time? so when i get my withdrawal hopefully soon i can withdraw the rest? thank you please

830209 Malin H***

mån 24 apr. 2023 kl. 18:13 skrev Malin H*** <m***6@gmail.com>:

Yes, I am still interested.

mån 24 apr. 2023 kl. 16:55 skrev 21Bets Support <support@21bets.com>:

You have 6 new messages from Mark. To continue the conversation, reply to this email or return to 21bets.

[3ZDVX8-O6MQV]

Mark

Hello, welcome to Livechat.

Please give me a few more minutes while I am trying to assist you.

We can confirm that we have received your documents.

Your documents will be reviewed by the relevant department within the next 72 hours, so we kindly request your patience.

Once your documents have been accepted, we will notify you accordingly via email.

Is there anything else I can assist you with today?

We haven't heard from you for a while, would you like to continue this chat?

We are still waiting for your response, please let us know if you need any further assistance.

 

This chat will automatically be terminated as you haven't replied for a long time. Thank you for contacting Live Chat.

-- 

M.H.

-- 

M.H.

Dear Malin

 

We would like to inform you that your withdrawal has been cancelled by the payments department and the amount has been returned to your account.

 

In order to complete the withdrawal process and ensure that your funds are transferred to the correct bank account, we kindly request that you provide us with:

 

PDF or physical copy of an official bank document stating your account information (account holder name, IBAN & Swift).

 

Please note that the documents we accept are specific, and should be in PDF form or photographs of a physical copy.

 

This information is necessary for verification purposes and to ensure that the withdrawal is processed accurately.

 

Please note that we take the security and privacy of our customers very seriously. We assure you that any information you provide will be treated with the utmost confidentiality and will be used solely for the purpose of verifying your withdrawal request.

To upload your documents please click on your Icon -> My profile - > Documents tab -> Select the type of the document -> Choose file -> Verify.

O6MQV]

Mark

Hello, welcome to Livechat.

Please give me a few more minutes while I am trying to assist you.

We can confirm that we have received your documents.

Your documents will be reviewed by the relevant department within the next 72 hours, so we kindly request your patience.

Once your documents have been accepted, we will notify you accordingly via email.

Is there anything else I can assist you with today?

We haven't heard from you for a while, would you like to continue this chat?

We are still waiting for your response, please let us know if you need any further assistance.

This chat will automatically be terminated as you haven't replied for a long time. Thank you for contacting Live Chat.

Dear Malin,

Your account’s verification process has been successfully completed. You may now enjoy playing your favorite games on the best platforms! 

We always strive to provide a safe and secure environment for our customers. At our discretion, you might be asked to upload additional documents in the future, even if your account has been previously verified by our KYC department. 

Thank you for your patience and cooperation. 

LOGIN

Need help? Contact our Customer Support Team via chat or at support@21bets.comand we will be happy to assist you.

but it was just bullshit, requested new ones right after

Tomorrow will be 14 days ago

Hello, today it is two weeks since I requested the withdrawal and I had already done the verification in March and shouldn't you get an email like most other casinos do that they need some addition? Please help me get my right to get my win😩

Thank you for your reply, malinhallberg86. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus?

Have you already provided the bank statement in PDF form or photographs of a physical copy as required by the casino?

No, not any withdrawals that I received have gone back to the game account, the first attempts I got Mail that they went back due to verification not completed, but now I don't even get any updates? The last document they wanted was 3 days ago, asked yesterday morning, only received a response late in the evening as usual: Dear Malin

Thank you for your email.

Please note that your document has to be reviewed first.

We can confirm that we have received your documents.

Your documents will be reviewed by the relevant department as soon as possible, so we kindly request your patience.

Once your documents have been accepted, we will notify you accordingly via email.

I haven't used any bonus: and I don't know at all which documents are approved or not because they only ask for something new every three days

I have provided what they requested already in March, what needed to be complicated was the address when I moved, but I sent that in two weeks ago and they have not asked about it again, only new ones in addition to the usual ones

They have even on one occasion emailed that my verification is approved, then when I made a withdrawal attempt received after 2 days that they need a document from the fact that it was approved for me to send in again and again and again😡

Jag har fått nu ett Mail i söndags: Dear Malin

Thank you for providing us with your documents.

 

We are happy to inform you that your submitted documents have been reviewed. 

 

Should any additional documentation be required, you will be informed anew via e-mail. 

 

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind regards,

Men mitt uttag har dom inte äns tittat på 17 dagar idag , skickade då ett Mail och frågade , dom svarar som vanligt att allt dom har 72h på sig trots jag väntat 17 dagar redan!! Deras svar: Dear Malin

Thank you for reaching out to us. Rest assured as we are here to best assist you with your concerns.

 

We will process your withdrawal within 72 hours unless further review is required.

 

Once your withdrawal is approved it gets credited to your Payment method. For e-wallets, it is usually instant and for Bank transfers, it can take up to 3 working days.

 

Thank you for your patience and understanding.

Do not hesitate to contact us in case you need any further help. Have a good day.

Kind

pleas help me❤️🙏🏼

They still haven't paid out anything😡😡😡 Because again they have their 72 hours plus they are so ugly that they don't ask for everything at once but wait until the last and ask for a document for example and it starts in 72 h until 😡then they keep doing this, and even though I tried to make a withdrawal 16 days ago and they rejected it, so instead of being fair, process my withdrawal immediately when the verification was complete, well then it's 72 hours to go😡😡 if in the meantime they don't come up with something else they can do to keep my profit😡

???

No money!!😡😡😡they say nowe that its so busy 😡😡

this is absolutely crazy, I've been waiting almost 20 days

Why don't you answer me🥺I was so grateful that you would try to help me, but now you don't answer either??

This is how it looks now, the withdrawal has been going from withdrawal to my gaming account for 18 days now, but now the withdrawal has been there since 5/5 they have nothing more to ask for,

Please note that this is not a live chat, so there is no need to repeatedly ask for our attention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond and we always get back to each complaint as soon as possible. Please, bear with us. Thank you for your patience and understanding.

Thank you very much, malinhallberg86, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, malinhallberg86!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you, please Pavel🙏🏼 I want them to pay out what I have on my gaming account in a withdrawal, do not intend to take more time for this? And my profit should have been paid out already despite their 72 hour judgment taking up everything

Got this Mail again now

My payout is still pending 😩😩😡😡👎🏼

No payout at all 😡I'm starting to lose hope now🥺

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, yesterday I received my first payment of 500 e but I absolutely do not want you to close down yet🙁 as I can promise you that I contacted them every day and have been so on! What I also requested is that I want a payment on what is on my gambling account 4008 euros as they absolutely do not manage their conditions with 72 hours at all 😡😩 This is catastrophic that I have to nag for my winnings! And that their customer service is as open as they think it is, sometimes it takes two or three days to get a response! And all the answers are pretty much the same no matter what I ask😡 72h thank you please

now their 72h has passed and they should have paid out the next payout 😩😡 but no now I will have to put all my energy down again to get them to pay me my profit!! I can't bear it, they should have prioritized my withdrawals for their delays and lack of work as they say? Why don't they just pay out at once?? I would have had my withdrawal by now if they kept their terms which are so important to them 😡😡😡😡 they have never kept 72h but still when I ask why they didn't pay then do they have the guts to say we have 72 hours to go😡😡😡 but then I would have waited more than a week??!

malinhallberg86, unfortunately, it is a common practice among casinos to delay withdrawals, it is a good sign that you have got your first one. I suggest to wait for next withdrawals to be processed at the same time as for the response from the casino. Thank you for your patience!

this is completely crazy!! it's not ok, what they do!! Every day they say the same damn thing!

what ****** idiots!! My withdrawal has been over a week, I thought it was paid out yesterday but no no without informing them they credited it back to the game account because suddenly they came up with another idea not to pay out!! Now they want proof of my mobile network 😡😡😡but strange that they made the first payment over a week ago??

malinhallberg86, please, do not use obscene language. We would like to help you, but with no reaction from the casino we are unable to do anything.

Sorry but am so angry

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Antillephone Gaming Authority (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel K

Casino Guru Team