The player from Ukraine had been waiting for a withdrawal to be processed for 1 month before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Casino2021Bet - Player’s withdrawal has been delayed.
Black points: 498
Amount: $995
Casino2021Bet
Safety Index:LowSafety 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.
4.9
Casino2021Bet has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Dear Oleh,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? 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?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.
However, 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,
Petronela
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2 years ago
Thank you very much, Oleh, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello, Oleh,
I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Casino2021Bet's representative to join this conversation and participate in the resolution of this complaint.
Dear Casino2021Bet Team, could you please state the reason why the player's withdrawal has not yet been processed and when can he expect the payment?
Thank you in advance for providing the information.
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2 years ago
We would like to ask Casino2021Bet to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
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2 years ago
Translation
The representatives of this casino have not answered me yet. I can't log into my account. I don't understand what's wrong with my funds. At first they argued to me that it was just their technical problems. But now I understand that most likely they are scammers! It's been 2 months already!
Automatic translation:
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2 years ago
Dear Oleh,
I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com). Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.
I wish I could be of more help.
Best regards,
Branislav, Casino.Guru
