21bets Casino - Player faces confiscated funds and cancelled withdrawal.

21Bets Confiscated €3,292.93 and Cancelled Withdrawal Without Evidence

Complaint Summary

I am submitting this complaint against 21Bets after my withdrawal was cancelled and €3,292.93 was removed from my account balance.

Before this issue occurred, my account had already been fully verified by 21Bets.

I submitted multiple identity, address, card and bank documents, and most of them were accepted by the operator. My account displayed "KYC verified" status.

In addition, I had already completed three successful withdrawals of €500 each to my Volksbank account on:

17.03.2026

20.03.2026

24.03.2026

These withdrawals were processed successfully without any issues.

On 03.04.2026, I received an email from 21Bets informing me that my withdrawal had been cancelled and that the remaining amount of €3,292.93 had been confiscated.

In my account statement, this appears as "Taken to system" with a deduction of €3,292.93.

The operator referred only to general Terms & Conditions related to bonus abuse, VPN usage, duplicate accounts, fraudulent activity and unusual betting behaviour.

However, they never explained:

Which exact rule I allegedly violated

Which specific bets or account activity were problematic

Whether they believe I used bonuses incorrectly, used a VPN, had duplicate accounts or engaged in any other prohibited behaviour

What evidence they have to support their decision

I have contacted 21Bets several times and requested clarification, but I have not received any meaningful response.

I would like to clearly state that:

My account was fully verified

Most requested documents were accepted by 21Bets

I had already received three successful withdrawals before this issue occurred

I only used my normal German internet connection and did not attempt to hide my location

I did not use multiple accounts

I did not use bots or automated software

I did not submit forged documents

I did not intentionally violate any terms or conditions

I believe the confiscation of my balance is unfair and unsupported.

I am asking 21Bets to either:

Reinstate my account balance and process the withdrawal

Timeline

14.12.2025 – Identity documents submitted and accepted

February 2026 – Additional bank and card verification documents submitted and accepted

Account marked as fully KYC verified by 21Bets

17.03.2026 – Successful withdrawal of €500 to Volksbank account

20.03.2026 – Successful withdrawal of €500 to Volksbank account

24.03.2026 – Successful withdrawal of €500 to Volksbank account

03.04.2026 – Remaining balance of €3,292.93 removed as "Taken to system"

03.04.2026 – Withdrawal cancelled and confiscation email received

03.04.2026 – First clarification request sent to 21Bets

13.04.2026 – Formal dispute email sent requesting evidence and explanation

No meaningful response received

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear topber,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered. Please allow me to ask you a few questions so I can better understand the situation:

• Could you let us know how long your last successful withdrawal took to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same method you used previously?
• Can you confirm whether you received any specific reason or supporting evidence from 21Bets regarding the cancellation of your withdrawal?
• Could you please confirm that you have not used a VPN while playing at the casino? Additionally, is there any possibility that someone from your household, or using the same IP address, has also created an account at this casino?

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,

Petra

1. My previous successful withdrawals were usually processed within approximately 1–3 days.
2. I used bank transfer to my Volksbank account for the withdrawals. Yes, it was always the same payment method that I had used before.
3. One withdrawal was initially rejected by my bank because they did not accept the IBAN from 21Bets. After that, I fully verified my Volksbank account with 21Bets, and then three withdrawals were successfully processed.
4. No, 21Bets did not provide any specific reason or evidence. They only sent a general email with broad Terms & Conditions regarding bonus abuse, VPN usage, duplicate accounts, fraud and unusual betting behaviour, but they never explained which exact rule I allegedly violated.
5. No, nobody else in my household or using the same IP address has another account with 21Bets.

I did use a VPN occasionally to protect my privacy and personal data while browsing online. However, I never used it to hide my location, bypass restrictions or commit any kind of fraud.

Thank you for your reply and for providing the previous details, topber.

• Did you play with bonus money or free spins?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Hello Petra,

Thank you for your reply.

I only played with real money. I did accept bonus offers, for example "deposit €100 and get a 100% bonus", but all bonuses were completed and wagered according to the casino’s rules.

I have already attached a few emails and chat conversations. If I find any additional messages, screenshots, or documents, I will post them here in the thread or send them to your email address.

Thank you for your support.

Best regards,

topber

Thank you for your reply.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please provide me with a link/screen of the Bonus granted?

Thank you very much in advance for your reply.

Dear Casino Guru Team,

Thank you for your message.

My focus is 100% on sports betting. I do not focus on slots or live casino games.

The main sports and leagues I concentrate on are:

Soccer, basketball, tennis, NHL, NBA, NFL, and MLB.

Please find attached the screenshot of the granted bonus as requested.

Dear Topber,

Thank you for your continued cooperation and for providing the additional information. Based on the details and documents you have shared so far, we have reviewed the situation further.

Please understand that if you only placed bets on sports betting and your winnings were confiscated, it is possible that the casino detected activity that led to this decision. However, as we do not have full access to the internal systems and investigation results of the casino, we are not able to fully interpret their findings or assess the situation with complete certainty.

At this stage, after carefully considering all available information, we have reached the conclusion that we are unable to properly evaluate this case in a fair and conclusive manner. This does not mean your complaint is unjustified, but rather that we currently lack sufficient grounds to proceed further.

Unfortunately, we are therefore forced to close this complaint.

We are sorry that we were not able to assist you in this case, but please do not hesitate to contact us again in the future should you encounter any other issues with this or any other casino. We will always do our best to help.

Kind regards,

Petra