21bit Casino - Player’s account remains open and funds are at risk.

stay away, a complete fraud. Not only did i sent the documents 50 times, they kept staling and rejecting. But i asked to close my account, they Are not answering and not closing my account, but they keep sending mails about new documents required. Not it gets Worse, i just received an email that my deposit got rejected, i have not made a deposit since yesterday mptming. i do not play in casinos that Are fraud, they Are trying to steel money from my visa card.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problems you’re experiencing. To better understand your case and assist you effectively, I’d like to ask you a few clarifying questions:

• Have you completed the full KYC verification, or are there any documents in your account still pending approval?
• What was the reason given for closing your account?
• Have you ever encountered any issues when making deposits into this casino?
• What is the current real-money balance in your casino account?

I hope we’ll be able to help you resolve this matter as soon as possible. Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Gizmo007,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi

yes i did send the verification, they did not approve. I sent them the visa

that they did not approve. First it was because all i did not hode any numbers, then it was (i think) because you could see half of a number. They did kot give any explenatiion but kept sending the same Mail again and again.

then i did send as they asked ans they still did not approve without clarifying, but still the same Mail.

i close because i got quite irritated of them sending the same Mail again and again without answering my question to clarify what was wrong with the picture.

at the time i Had aprox 4000 euros in account. When i saw that it was a fraud i sent a Mail for closing and had 3000 Euros in it. I finally tok max bet to play them as play money because i saw that this was fraud.

that said, i played aprox 1200 euros before i som the amount. I have been playing for 15 years in other casinos and have never had this problem. I know verry well the proceidure, this casino is a fraud

• Could you please forward me the most recent verification requests you received from the casino via email? My email address is veronika.f@casino.guru.
• Have your other documents besides the VISA card been approved and verified?
• Is your current real-money balance of approximately €3,000 still visible in your casino account, or has it changed since your last update?
• Has the casino ever formally acknowledged your request to close your account? If yes, what was their response?

Dear Gizmo007,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru