21bets Casino - Player's struggling to complete account verification.

I have won 79000 euros. They are delaying my verification. They are saying that everything is fine which its not. Pls help me out here this is life changing for me as my daughter has downs syndrome and will help me out with all The difficulties we have. Help me out in this matter

Dear tosekocev,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Tomas

I have been playing on casinos for a while now. And I sent documentation on Friday. Passport, electricity Bill, and astropay with The deposit verification number of my astropay account to see that its mine. That should be enough. Also they copy paste when i ask them about The verification 72h max. But sometimes a delay. They are doing this on purpose its not The first time this has happend. But but now iam stressed because its a life changing amount and my daughter has downs syndrome so i can help her out alot with this money. Pls help me

Hello iam havning problems with 21bets.com if anybody has any problems with 21bets and have money stuck in their account pls contact ****@z*****s.com he is an attorneys in curacao and helps people with these kid of cases i have an open case with him right now

Thanks for your explanation, tosekocev.

Could you please forward any relevant communication between you and the casino (emails, chat transcripts) to my email at tomas@casino.guru?

I'll await your reply.

Jag har kontakt med advokat nu så jag kör den vägen, men ha öppet ärendet så att vi ser alla hur det går med dessa skojare

Dear tosekocev,

I'm very sorry but in order to continue with the case and confront the casino, we'll need more information about what was requested by the casino and what you supplied by you.

Are there any other documents the casino asked for in order to verify your account? Were you able to provide these documents? Were any of the documents you provided rejected? Were you given a reason why that was?

Please forward the communication (chat transcripts, emails) between you and the casino so we might have a more complete picture of the situation.

I'll await your reply.

Dear tosekocev,

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.