The player from Australia had had continuous issues withdrawing winnings from their account at 21bit. Despite fulfilling various required information requests, each subsequent withdrawal attempt was rejected for a new reason. This process had already taken 7 days. We had advised the player on the importance of KYC procedures and provided guidelines for submitting the requested documents. The player had provided the necessary documents, including a selfie and bank statements, which were approved by the casino. However, the withdrawal request remained pending without a clear timeline for processing. After our intervention and invitation for 21bit Casino to participate in the resolution, the player confirmed that the issue had been resolved and the case was closed.
21bit Casino - Player’s withdrawal is repeatedly delayed.
Amount: A$2,000
21bit Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
I am having no stop issues trying to withdraw some winnings from my account
For the past 7 days I have been going back and forth with the accounts team trying to get a withdraw processed for them to reject it and then ask for an additional piece of information.
When that is provided and approved, then my next withdraw request is declined again with another reason.
It seems this game of going back and forth is a delicate attempt to delay the payment of my money.
Why can’t all the information required to be provided for a successful withdraw be advised in the one reject email?
Now it getting to the stage, ridiculous requests re being made such as provided a selfie with my id (I have already provided my id when I started playing with 21bit in August 2022) and to provide a statement of a digital credit card when it doesn’t have statements, its digital and I also provided screenshots of the credit card in question with transactions to 21bit already the day before which where approved.
I have submitted another withdraw request now, I wait to see what other reason they come up with to reject it and what other piece of information they come up with to ask for.
7 days - still no withdraw, support are helpless and I am losing hope.
Dear taddav,
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.
- If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:
- Do not edit the image in any way
- The photo needs to include your full face, head-on, with no distortions, shadows or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
- When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing
- If the casino requested a bank statement with the transactions made from the credit card listed on the statement, I would encourage you provide them without delay.
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
I have provided a selfie already and also bank statements (where possible), which have all been approved by 21bit casino.
The last bit of information they wanted was a bank statement of a prepaid digital credit card. I have already provided screenshots of this from my phone along with the debits to 21bit casino and explained that as it was a digital card, tghere was no online banking login, only a phone app which could be used to montior spend on the card and to which I provided the previous proof of.
As of now, my latest withdrawn request is just sitting with 21bit casino and no one in their support section can give me an idesa of when they could process it.
And thankyou Tomas, for taking the time out to review my case. It is much apperiated.
Thank you very much, taddav, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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.
Dear taddav,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite 21bit Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
Dear taddav,
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,
Dominika
Casino.Guru
