21bit Casino - Player from Chile has lost access to his account.

Hello,

I have a public complaint. For more than 10 days I have not been able to enter the website due to a 403 error that says that visitors from my country (Chile) are not allowed . I still couldn't verify my account and I had my money on the platform! I have sent dozens of emails and they do not respond to me from the support team, nor can I enter the web because it sends me to the page with the mentioned error. I don't know how else to communicate, I tried trying from another device, deleting cache and cookies, etc. they definitely blocked the access to the website and I have no response for almost 15 days. I am desperate !!!

Dear nicomed2009,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 21bit Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long you were a player of the casino and when was the last time you spoke with casino support?
• Did the casino announce to you that your country will become a restricted country?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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

Best regards,

Tomas

I was a player for about 15 days and therefore I did not manage to verify my account. The casino never announced that it would lock down the country. What's more, they recently responded to an email indicating that I can't enter the casino for a cooling-of time period, which has nothing to do with it since I can't even access the website (not just log in). On the other hand, the balance does not correspond to bonuses and earnings without products from playing different casino games.

Thanks for the reply, nicomed2009.

Did you request a cooling-off in the casino prior to the website becoming unavailable to you?

Could you please send me the email you received from the casino? My email is tomas@casino.guru

Could you please list the types of games you played in the casino? (slots, live games, multiplayer)

Dear nicomed2009,

the casino representative contacted me, informing me that your account was opened and is fully verified. Could you please let us know if you need any further assistance?

Hello, indeed, I have managed to enter my account. But. Today it is not normal that you should be trying different VPNs in different browsers to get into the site. Otherwise it usually results in a 403 error page.

Thanks for the update.

Have you successfully withdrawn the balance that was remaining on your casino account? May we consider the issue resolved?

No. As of today, I still have an outstanding balance. I haven't been able to access the site for two days now, it's too complicated to do so, it is necessary to enter the website, since it constantly sends me to a 403 error page (on different devices and browsers). The last time I managed to enter, it did not allow me to withdraw less than 500 usd (now they removed astro Pay as a withdrawal method, which was the one I used) with the methods they currently have, which also made it impossible to withdraw the balance.

Thank you very much, nicomed2009, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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 nicomed2009,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite 21bit Casino to join this conversation and participate in the investigation.

Could you please update us on the current status of the player's withdrawal request?

Thank you.

Best wishes,

Tomas

Nicomed2009, could you please let us know if you have been able to withdraw any funds yet?

Good Day Nicomed2009 and Tomas,

Thank you for taking the time to tell us about your experience and I'm sorry to hear that your experience with us was unpleasant.

I can see that you have recently responded with the correct documentation and the refund is currently being reviewed by the relevant department.

I will be happy to update you again once we have received feedback regarding the outcome of the refund request.

If you require any further information, please do not hesitate to ask.

Kind Regards,

21bit Casino

Dear 21bit Casino,

Thank you for providing the information. However, could you please clarify if you intend to refund the player with the remaining balance or only the deposits?

Kind regards,

Tomas

Good Day Nicomed2009 and Tomas,

My apologies for the wait in response but appreciate your patience with us.

To answer your question, Tomas, we are in the process of refunding the balance which is the winnings of the account.

I can see the refund was escalated on our end through a different payment method and we hope to have this resolved as soon as possible.

If you require any further assistance, please do not hesitate to contact us.

Kind Regards,

21Bit Casino

Thank you, 21bit Casino, for providing the information. May we know what different payment method was used?

Dear Nicomed2009,

Can you please update us once you have received the payment? Thanks.

Kind regards,

Tomas

Thank you. If they have already done it.

greetings and thank you very much for the help

Dear nicomed2009,

I'm glad to hear that your issue has been resolved successfully. I 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,

Tomas