A Brazilian player was struggling to cash out their winnings from the casino. Despite having previously submitted and approved documents, the casino kept requesting the same ones. The player had provided proof of deposit, proof of account for receipt, proof of address, proof of identity, and a photo of their pay4fun account. All these documents were sent at the beginning of the week and approved by the casino. The issue was resolved when the casino finally processed the player's payment.
21bit Casino - Player is struggling with poor customer service and withdrawal request.
Amount: 190 R$
21bit Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.6
21bit Casino has a Safety Index of 7.6, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
Public
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7 months ago
Translation
The casino doesn't pay out, they keep asking for the same documents I've already sent and got approved, their customer service is non-existent. I would not recommend it.
Automatic translation:
Public
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7 months ago
Dear Freitag1984,
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 take KYC lightly and it might take a few working days to complete this thorough process.
- Could you please list 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
Public
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7 months ago
Translation
Hello, send proof of deposit, proof of account for receipt, proof of address, proof of identity, all requests sent at the beginning of this week and they are all approved and they ask again for the photo of my pay4fun account which I already sent and it was approved, even so They canceled the withdrawal and asked for the receipt again, but it is already approved at the casino
Automatic translation:
photos of approved documents
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6 months ago
Translation
They paid me I would like to close the complaint
Automatic translation:
Public
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6 months ago
Dear Freitag1984,
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
Casino.Guru
