21bit Casino - Player’s withdrawal request is delayed.

I have made four deposits at this casino, won only once, and am now facing difficulties in making a withdrawal. My withdrawal request was canceled, and the documents I submitted for verification were rejected, making it very hard to get in touch with support.

I strictly followed the instructions in the verification tab, which clearly indicate a preference for documents to be sent in PDF format. So, I did as instructed and sent them in PDF. However, I received an email rejecting the PDF documents and asking for physical documents. The issue is that when I try to send the documents in photo format, the system doesn't accept them, only allowing PDF format. This is causing a lot of confusion and, to make matters worse, now the verification button is disabled.

Furthermore, considering that by the date of 10/10/2024, thousands of casinos are closing operations in Brazil due to the new legislation, and this company is not yet on the regulation list, I find this situation extremely dishonest. Other companies have already transferred funds to their clients before ceasing operations, but this one has not. If the issue is not resolved, I will appeal to the competent licensing authorities.

I made several deposits trusting the service, and now I am unable to withdraw my winnings. Actions like these generate insecurity and damage the reputation of the sector, increasing client mistrust. I just want to receive my winnings fairly.

Hello marciogardiniweb55,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 21bit Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hello, I hope everyone is doing well, I managed to contact the Casino and they sent me an external link via e-mail directly to the verification tab of my account, so I managed to send the remaining documents and they have already been approved, however I have not yet received the payment and after a few days I received the reply saying that the bank code is wrong, for me this does not make any sense as I have already withdrawn money in hundreds of casinos without any problems using the same bank account. the problem also lies with customer support as they take a long time to provide answers if I need help again it takes longer as each answer takes a day or two to be replied to. I made a new request and I'm waiting for it.

hello, i have great news, my withdrawal request has been processed, the casino has made the payment and the money is already in my account.

Dear marciogardiniweb55, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru