21bit Casino - Player’s struggling to withdraw their winnings.

Hello, I recently registered at 21bit with a registration bonus that they were releasing so with this bonus of 20R$ with an absurd Rollover I suffered a lot but I managed to comply and bet the amount there until I got 1000R$ so I asked for a withdrawal and it passed hours and hours and nothing to pay me request live chat I didn't go by email they didn't answer then after hours they answered me by email and they said nothing important about what I wanted to solve which was my sake.... So I answered the email and keep sending more emails and nothing was answered until Now I decided to enter my account and they simply deactivated my account without but without less, that's just so they don't pay me? I thought it was a reliable Casino and all but now they've betrayed their own customers.

.. I just know that I want to solve this as soon as possible I want my money and that is my right 😡 .. thank you in advance!!!

Dear Lauan18,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you submitted any personal documents for verification? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello, as I am new to the casino I was watching it first until I was enjoying it but this happened, I didn't know I needed to send documents but then I had already withdrawn I was waiting if in case of this error in the withdrawal I was going to send documents and everything but Before that you can do that they just deactivated my account so there's no way I can do it Nothing 😫.....And they didn't warn me Nothing they just deactivated my account and I found out when I tried to enter the account and it didn't access and the message that my account was disabled!! I don't believe it's an internal error, they could have done it on purpose on my account so they wouldn't pay me!! I just want to sort this out and get my money back thank you 🙏

Hello, Lauan18

Thank you for the feedback. We apologize for the delay in response.

To address your concern, please be informed that your account was closed due to a business decision. The decision is based on the following Terms & Conditions:

1) All bonus offers are strictly limited to one per person and their family, home address, email address, IP address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.) (GENERAL BONUS TERMS AND CONDITIONS, item 1).

2) The player is not allowed to abuse the bonus offers. In case of such abuse, the Casino has the right to prohibit the Player from receiving any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it. (GENERAL BONUS TERMS AND CONDITIONS, item 3).

3) 21bit.com Casino reserves the right to cancel or suspend the Loyalty programme, temporary and/or change the programme or parts in case of suspected bonus abuse, bonus exploit, fraud, technical failures, or other factors outside the control of 21bit.com Casino that may affect the integrity or proper functioning of the promotion at any time without further notice. 21bit.com Casino reserves the right to deduct bonus, and any eventual winnings generated from real money or bonus money while wagering with an active bonus. (GENERAL BONUS TERMS AND CONDITIONS, LOYALTY PROGRAM TERMS AND CONDITIONS, item 8).

4) The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at Casino’s absolute discretion and without any obligation to state a reason or give prior notice. (TERMS AND CONDITIONS, item 10: ANTI-FRAUD).

5) Any returns, winnings, or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account. (TERMS AND CONDITIONS, item 9: USE OF PLAYER ACCOUNT).

If there are any other questions, please reach out to us via live chat or with the next email address: support@21bit.com

We are available 24/7.

Sincerely, 21bit Casino

And but I didn't multiply several accounts, I just made my personal one... I didn't know you existed or something like that a friend referred me I went to test and I won I couldn't believe it but I suffered a lot to be able to fulfill the Rollover and get the 1000R $ and you just block based on the fact that I created several accounts for the love of god 🤦🤦🤦🤦..... If that's the problem then let me prove that the account is mine I sent my documents if that's the problem! I just want to receive what I suffer to get.... In fact, I try to talk to you and you simply don't answer the email, it takes a long time and when you answer, a few words that don't help at all and I answer and you don't answer me, but I'm there waiting more days for your return and nothing! So there's no way to solve it with you by email.... I just want to solve it.... Thank you in advance!!!

Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.

Hello from my home family and etc.. I'm the only one who plays so I'm the only one who registered on the platform!! But the cell phone I registered with I bought from a colleague so I can't say if he played and signed up, but if the platform says it has the same IP or something like that, that must be the problem, I really don't know! But anyway, I'm not to blame for anything and it was my first time castrated on the platform I was just testing it if the house was good I was going to use it but then they came up with this IP blocking and not getting me as if it was my fault or something like that!! Or I just want what I gained with so much suffering to fulfill Rollover and everything there!! So this problem is very tiring for me 🤦😡...... Please solve this, I'm not doing anything wrong I just want what is mine I would appreciate it if you understand this "21bit" just solve it please 😫... ..

I have checked the general bonus terms and conditions, and this is what I found (here):

5) Unless stated otherwise, maximum winnings, as well as withdrawal limits for no-deposit free spins are 50 EURO/USD, 75 AUD/CAD/NZD, 250 PLN, 300 BRL, 500 NOK, 6,000 JPY, 1,000 ZAR, 1,000 MXN, 300 BRL, 1,256,850 VND. Crypto-currency conversion rates can be found (CRYPTOCURRENCY EXCHANGE RATES). To submit a withdrawal request, the account must be fully verified and a minimum deposit must have been made.

Could you please confirm that your entire winnings were accumulated from a No Deposit Bonus (free Registration bonus)?

Hello, yes, I bought the Rollover and the balance was normal there... So I leveraged the bankroll to 1000R$ to be able to withdraw! But as I already said I didn't know I needed to deposit or send documents, anyway now I know and if that's the problem I check the document and make my deposit. But first I need access to my account since they blocked it!!! So I just can't do anything, not even if they answer me they don't answer me 😡 and this is very tiring for something I did right I suffered to get it and suddenly this happens to me!!! This is simply an injustice and I want justice to be done! Thank you in advance 🤝

Thank you very much, Lauan18, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

PS: I have adjusted the disputed amount from R$1000 to R$300 as that's the maximum cashout from a free bonus according to terms and conditions.

Hello Lauan18,

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

Dear 21bit Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Hello, Lauan18

We would like to clarify the situation that happened. Previously, we launched a non-deposit bonus offer. During this time we received a huge amount of bonus abuse with this particular bonus. Your account was one of them.

As you accepted our Terms and Conditions when you registered, it was stated there that you can't have multiple accounts. Furthermore, as previously mentioned, your account was closed due to the following:

1) All bonus offers are strictly limited to one per person and their family, home address, email address, IP address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.) (GENERAL BONUS TERMS AND CONDITIONS, item 1).

2) The player is not allowed to abuse the bonus offers. In case of such abuse, the Casino has the right to prohibit the Player from receiving any bonuses and to cancel any winnings received using bonus funds, both at the moment of wagering and after it. (GENERAL BONUS TERMS AND CONDITIONS, item 3).

3) 21bit.com Casino reserves the right to cancel or suspend the Loyalty program, temporarily and/or change the program or parts in case of suspected bonus abuse, bonus exploit, fraud, technical failures, or other factors outside the control of 21bit.com Casino that may affect the integrity or proper functioning of the promotion at any time without further notice. 21bit.com Casino reserves the right to deduct bonus, and any eventual winnings generated from real money or bonus money while wagering with an active bonus. (GENERAL BONUS TERMS AND CONDITIONS, LOYALTY PROGRAM TERMS AND CONDITIONS, item 8).

4) The Casino reserves the right to close your Player Account and to refund to you the amount on your account balance, subject to deduction of relevant withdrawal charges, at the Casino’s absolute discretion and without any obligation to state a reason or give prior notice. (TERMS AND CONDITIONS, item 10: ANTI-FRAUD).

5) Any returns, winnings, or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account. (TERMS AND CONDITIONS, item 9: USE OF PLAYER ACCOUNT).

6) Unless stated otherwise, maximum winnings, as well as withdrawal limits for no-deposit free spins are 50 EURO/USD, 75 AUD/CAD/NZD, 250 PLN, 300 BRL, 500 NOK, 6,000 JPY, 1,000 ZAR, 1,256,850 VND, 300 BRL, 1,000 MXN. Crypto-currency conversion rates can be found (CRYPTOCURRENCY EXCHANGE RATES). To submit a withdrawal request, the account must be fully verified and a minimum deposit must have been made. (GENERAL BONUS TERMS AND CONDITIONS, item 6).

7) Only one bonus can be activated at a time. The deposit bonuses cannot be combined. (GENERAL BONUS TERMS AND CONDITIONS, item 15).

8) The Casino has the right to revoke any bonuses and winnings, as well as to confiscate all the money in the account if it has been obtained dishonestly or in violation of these rules. (GENERAL BONUS TERMS AND CONDITIONS, item 23).

9) Each player is allowed to create only one (1) personal account. Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to the termination of all such accounts and cancellation of all payouts to the player. (TERMS AND CONDITIONS, item 9: USE OF PLAYER ACCOUNT).

We also would like to answer other questions regarding this, if there are so.

Sincerely, 21bit Casino

Dear Lauan18,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts and using the same no-deposit bonus in associated accounts. The casino acted correctly and within its terms and conditions.

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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, 21bit Casino, for providing information and for your cooperation.

Best regards,

Tomas