21.com Casino - Player's account has been closed without consent.

Hello, yesterday I opened an account at 21.com and I was playing blackjack, did a few withdrawals, but then a withdrawal of 193$ remained in Pending state for 30 minutes which their Live bot said it's ok and it can take up to 3 hours.

When I woke up in the morning, I just see that I'm suddenly logged out from my account, when I try to login it says "Sorry. This action couldn’t be completed because you’ve set a self-exclusion on your account."

In what world is this an acceptable behaviour from a casino? (sponsoring a MotoGp team btw). Just blocked my account with my money, and which is worse, they pretending like I initiated some kind of self exclusion. I hope these scammers go bankrupt, this is a wild behaviour from a casino.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 21.com Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Have you passed the verification process in the casino? Were you asked to submit any documents to complete the verification process?
• Could you please share with me your communication with the casino regarding the issue after your account was closed? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

1) I was a player for like 4 days. (1 actively playing until they froze my withdrawals). don't remember exactly the dates, like 27th-29th of June 2026

2) I only played Online Live Blackjack from Pragmatic.

3) No, I only achieved it by playing

4) I emailed them and received no answers, I only received answers via Live chat when my withdrawal was Pending, but always was given generic answer "It's under security review, ..."

Thank you.

Dear casinoEnjoyer666,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear casinoEnjoyer666,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 21.com Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino 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 may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 you contact ADR – an alternative dispute resolution service (https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. I am sorry I could not be of more help on this occasion.