The player from Switzerland is experiencing difficulties withdrawing his winnings due to ongoing verification.
21bit Casino - Player’s struggling to complete account verification.
Amount: 1,900 CHF
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
Case closed
Our verdict
Other
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Dear Casino Guru team
Yesterday on June 15th, 2022 I made a deposit via Paysafecard voucher (paper form) at 21Bit. The deposit was successful and all I had to do was provide the Paysafe number and my email address. I won around €2,700 and requested a payout of €1,800, which was rejected twice during the verification process. Now, along with the already verified documents (bank statement and identity), I am asked for a Paysafe confirmation that I do not have. The Voucher Paysafe only has a number and can be bought as paper in any shopping center without giving details.
The casino does not really offer any help, but always refers to the sending of a confirmation that it does not exist or does not exist. I sent the vouchers as a photo, but they are not accepted. I hereby ask for serious help from you and thank you viraus.
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2 years ago
Dear manuelm,
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.
Do I understand correctly that the missing Paysafe confirmation seems to be the only obstacle standing between you and your winnings? Has the rest of your documents been approved?
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,
Kristina
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2 years ago
Translation
Hello dear Casino Guru team. I understand processes. Yes, it is purely a matter of verifying the Paysafe deposit method. The remaining documents i.e. identification ID / passport and place of residence bank information are verified.
Since Paysafe is a voucher with a number, it can be purchased without any problems and without any information. The code transfers the funds to the casino's account. Now the casino requires 21Bit. Evidence that does not exist does not exist.
Best regards
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2 years ago
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The paysafe card is a piece of paper without any personal information about the buyer, the number on the voucher transfers the amount to the desired beneficiary.
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2 years ago
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Please close this case. Unfortunately, I have no nerves and time for casinos that waste time, so I refrain from complaining. Mark this case as Solved.
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2 years ago
Thank you for your reply, manuelm. We will now close your complaint as per your request. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
