21bets Casino - Player’s withdrawal has been delayed.

Hi casino guru

First of all I want to say that 21bets it’s an amazing casino, offers really nice stuff like sports betting with nice system and cash out. And they are a honest house.

This is nothing negative about them but once again I would like to have your assistance on this withdrawal payment because it’s a large sum for me and I want to rest assure everything will go smoothly.

I made a total of 965€ deposits (first one being of 65€ and then 300€ per transaction), so the 15x limit on 1 deposit doesn’t apply to me.

On 17/02 I submitted my withdrawal after being verified for the 3rd time after sending selfie holding id and more adresse proof.

Yesterday 21/02/2023 I was paid the first 500€.

Casino states on T&C 1000€ limit for withdrawals but only allows 500€ per transaction and only one at a time. Not per 24h.

I don’t mind waiting but I think is a little too small and if they would like to work on that at least in this moment, would be great.

I think a player should enjoy their winnings as fast as they make deposits for how long and much they want and of course it’s instant.

They need within 72hr to check a withdrawal and send payment but since the review has been done (same gameplay as the 1st withdrawal accepted) maybe we could do something about it.

Dear Jdksk,

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

Hi again! Good news!

Within 48hours 21Bets approved another withdrawal requested on 21/02/23.

I have now submitted another withdrawal (23/02) and I'll keep you updated.

I should also say that Famagousta B.V casinos have a bad reputation but I can assure you that they are safe and trustworthy casinos because this is not the first time I make withdrawals on their casinos and even though they have 500€ limits (which is a bit small) and 2-3 days processing time this is what we register and agreed to.

-If you send all requested documents and calm down.. wait for your payment normally because they will pay you.

Looking foward to my next payment, thanks 21 Bets for the honesty and good work.

Hi!

I was told on live support that 21Bets make payments over the weekend but it never happened.

— I can happily say that the withdraw request made on 23/02 foi paga e recebida hoje dia 28/02.

Looking forward to my next payment and I’ll keep this post updated so people can see how they operate and as a form of feedback.

Thanks to 21Bets and casinoguru for the amazing work.

Hi again !

Ok guys, everything was going fine but this morning I got an email requesting for an additional proof of identity (when you have a pending document they will cancel your pending withdrawal and you can only have a pending withdrawal again after this document gets verified).

Im okay with sending new documents but makes no sense to me since my account was already fully verified after sending another 2 additional documents. So this is the 3rd.

I don’t understand this request and makes no sense to me, I uploaded the document but I would like to request @casinoguru to get in touch with @21Bets and ask them why they do that, because makes no sense at all. And from what I’ve seen on other complaints that’s not the first time they do this.

Thank you for your reply, Jdksk. I understand your frustration but it is very common for casinos to ask players to send additional documents even though the player has been successfully verified. We do not investigate their reasoning behind this unless they ask for the same documents multiple times, ask for some crazy type of document, or completely reject the player's documents.

Could you please advise how much money you have left in your casino account? Has the casino already approved your new documents?

Update:

Since Wednesday casino haven’t check or verified my submitted document.

In week time-frame I received only 500€.

I hope to get paid at least 3 times next week, let’s see what 21Bets has for us.

Pretty sure they won’t make either payments or documents verification over the weekend so I leave the update already.

Hi!

My driver license was checked on monday and I received a confirmation email.

-Happy to say that today (8th of March) received another withdraw payment requested on (6th of March) of 500€!

A total of 2000€ was paid already by 21Bets casino, 500€ being before the big win of 7k.

I currently have another withdraw request pending, made today (8th of March) and 9417€ sitting on my gambling account.

During some days I made some bets and increased my balance.

I appreciate your regular updates. Could you please post here a screenshot of your withdrawal history?

Hi Kristina!

Yes I can.

Can you also correct my duplicated posts on top? I was having bad connection when that happen

Hi again!

Yesterday I received another payment of 500€ which was requested on 08/03/2023!

21Bets are paying me at a range of 48hr, which is very good.

I have now 9,200€ balance on my gambling account and another 500€ pending, requested on 10/03/2023!

Looking foward to my next payment and I'll keep this complaint updated as always.

-Attached you have my transaction history.

Thanks to both sides

I am happy to hear that another withdrawal has been processed. I will keep this complaint open until you confirm your withdrawal has been successful. Please let me know as soon as you receive the last withdrawal.

Hi!

Today (16/03/2023) I got paid the withdrawal requested on 14/03/2023.

Currently I have 11,400€ balance on my gambling account and another 500€ pending for withdrawal.

I’ve been getting 1000Eur per week since we started getting payments.

Hi!

Today (20/03/23) I received another withdrawal requested on (16/03/2023) of 500€.

I have now 11,390€ on my gambling account and another 500€ pending for withdrawal.

I kept playing and won some more money.

-I shall not keep playing because obviously makes no sense if payments take so long.

Total received from 21Bets: 4000€

Remaining balance to be paid: 11,890€

Thank you very much, Jdksk, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Jdksk,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 21bets Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 21bets Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why does the withdrawal process take so long? What is the estimated time frame to completely pay out the player? Can the casino speed up the process and at least meet its Terms and Conditions regarding withdrawals and processing times?

Thank you in advance for providing the information.

Hi guys

So past week 21Bets requested me another photo holding id and even though it was promptly approved they did not make any withdrawal payments.

As for now, today (27/03/2023) I received another withdrawal requested on (22/03/2023).

Total received from 21Bets: 4500€

Remaining balance to be paid: 12,105€

Ps.Once again I played and won more that’s why I still have more money to withdraw.

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.

Dear Jdksk,

Do I understand from the screenshot correctly that you even deposited another €500 to your account on March 21, 2023 - a week ago?

Please note I am not able to keep the complaint open for an indefinite period, and if you keep playing and/or depositing to your gaming account, which complicates the whole situation and causes dragging of solving your complaint, I will be forced to reconsider the further procedure of your complaint. In such circumstances, it does not make sense to leave it open.

Hi there

No I did not make any new deposits.

That +500€ was the cancelation of the pending withdrawal by 21Bets because they requested another proof of a selfie holding my id once again.

—When they request new stuff you can’t have pending withdrawals and that’s the reason they cancelled it and also the reason why I was not paid last week.

I can promise you I won’t be playing anymore in order to successfully end this complaint. Please do not close it or anything, let me receive the full amount and then we close the post with positive feedback and all the information.

From now on you can update the amount to be paid and let’s end this complaint the best way.

Thanks for your support on this.

Dear Jdksk,

Based on the information and request sent by email, I have no other option but to reject the complaint.

"Hello branislav

You can close my complaint as I lost all the money I had in the account

I just couldn’t handle the stress and they won.

Sorry."

Since you have played your balance down to zero, I am afraid there is nothing more we can do. In this case, we are forced to reject this complaint due to the loss of the disputed funds.

Although I hope you will not come across a problem like this again, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.Guru