21bit Casino - Player's request for withdrawal is delayed.

On Feb 6th I won $32000 on the casino. Immediately I contacted my VIP manager and asked for a "1 month cooling off limit to be applied" I asked for this based on the information from their website which outlined that wagering would not be possible, but I could still complete the withdrawal processes.

The reason I asked is because I did felt I could not self control and if I had access to continue gambling the urge would be too much and I could potentially miss out on a life changing sum of money

My VIP host replied with information that contradicted the website. Saying that I would not be able to access the withdrawal functionality under this "cooling off" she stayed to me

"

Regarding your request for a cooling-off period, I want to make sure you have all the details before making a decision. If a cooling-off period is set, your account will be completely frozen, meaning you won’t be able to access it—including the payout process. Since withdrawal requests must be initiated from your end, this would temporarily halt everything."

Please let me know how you’d like to proceed, and I’ll be here to support you every step of the way.

And when I asked again j got

"To ensure fairness and provide the best possible experience for all our players, we no longer offer those specific limit features. Our goal is always to enhance the gaming experience while maintaining a balanced and enjoyable environment for everyone"

I had explained to her that I had been homeless for or 2 years due to a car accident and had lost almost everything. I begged her to apply a limit to the account and asked her which one j should request.....she did not respond

I managed to stay out of the casino for 24 hours until I logged back on. My balance was $32000.....4 hours later it was $10000.

I then asked her for more help to stop me from losing everything. I said

Fran.

THE EXACT thing that i explained yesterday with regards to the temptation to continue to bet the funds in my account has happened.

I lost $20k today.

Please, I need you to allow the withdrawal of the balance o my account immediately.

Please please please

If it's not withdrawn quickly and lose it all, I'm worried that I will have no ability to control my mental health decline and would probably decide life's over

She said

could you please log out and kindly wait for my update? I’ll be in touch as soon as I have more information.

I have sent this

To whom it may concern.

I had a life changing win on the casino platform this week. Understanding my sometimes addictive personality, I contacted VIP to ask for a "Cooling Off Limit" of 1 month. I did this to protect my winnings and had requested this based on the Responsible Gambling Terms from your website....which states...

"Cooling-Off Limit. You can set a Cooling-Off Period for a definite period of time. While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be re-activated.'

The response I received from VIP with regards to my request states.

'Regarding your request for a cooling-off period, I want to make sure you have all the details before making a decision. If a cooling-off period is set, your account will be completely frozen, meaning you won’t be able to access it—including the payout process. Since withdrawal requests must be initiated from your end, this would temporarily halt everything."

This seems to have been incorrect based on the above sentence, in particular the below proportion.

"While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period.

I wasn't able to control my emotions and I played away $25k from he balance in my account. VIP were asked to provide immediate help as I didn't want this to continue.

I make the claim that negligence on the part of 21bit in your incorrect management of my cooling off limit request allowed me to do what has been done.

Below are emails between myself and VIP regarding my current living, socio economic and Mental Health circumstances. Responsible Gambling conditions are designed for the protection of vulnerable individuals and those who have inability to self control.. You have failed me and breached this Responsibility.

I want you to accept responsibility and refund the difference between my balance at the time I requested the cooling off limit deducing the $11500 which seems to be on its final stages of processing. My calculations is an amount of $21000.

I await your response

Andrew L***

Dear Jotdanthegoat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Was this the first time you requested a cooling-off period at this casino?
• Could you please clarify how much money you currently have in your casino account? Or did you manage to withdraw the remaining balance?
• Do I understand correctly that your account has been closed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to [email protected]. Alternatively, you can post it here. 

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

Best regards,

Kristina

Hello Kristina.

Thank you so much for your assistance with this.

I've just sent you an email with the requested information.

Sincerely

Andrew

Hi Kristina

Any determination or updates?

Thanks

Andrew

Thank you very much for your reply, Jotdanthegoat. Do I understand correctly that you currently waiting for the remaining $4000 to be processed? When was your casino account closed?

Hi Kristina.

My account was closed on February 12th. I've since received the other $4000 of the $11500 I had managed to cashout.

My entire argument is about their conduct with regards to my request for a limit control, which I asked for 1 month of NO WAGERING. I was not only given False information which contradicted their Terms and Conditions, they failed to offer any alternative. That also is a breach of Responsible Gambling initiatives. I'm sure the license requirements would not support their behaviour.

I tried to protect my winnings as well as my inability to show self control, they failed to assist. And then went on to throw it in my face.

.

VIP Manager (21bit)

12 Feb 2025, 12:19 GMT+2

Hi Andrew

 

Thank you so much for your incredible patience—I truly can’t express how much I appreciate it.

 

By now, I’m confident that you’ve already received your well-deserved winnings. 

 

I also want to personally assure you that the relevant team has thoroughly reviewed all the emails you’ve sent regarding your claim and taken your statements into account. I understand how important this is to you, and please know that any funds played back in the casino were entirely your decision.

After careful consideration, the relevant team has decided to move forward with closing your gaming account. 

I completely understand this might be difficult, and I want to thank you again for your understanding through this process.

 

Fran.

please know that any funds played back in the casino were entirely your decision.



Yes is this is correct , but you LIED to me and said a Cooling Off period would prevent me from being able to withdrae. THAT WAS A LIE ABD INCORRECT 



If you would have done your job accurately I would have $32000 coming to me 

Make an offer or I will take this matter into my own hands

Good morning, Andrew

Thank you for reaching out.

Please be advised that, following an investigation and a review of the statements in your email, the relevant team has made the decision to close your gaming account.

Best regards,

Fran

My Mental Health hass suffered dramatically and my relationship is pretty much over because of their disregard of their own policies

They are liable ad need to have responsibility

Could you please clarify whether the cooling-off period was ever applied to your account following your conversation with the casino? Additionally, do I understand correctly that you are to receive $7,500 from your remaining balance?

Hi Kristina.

I have received $11500 from the casino. Nothing is left in the account and it has been closed.

The $11500 was the initial amount I won on February 4th. On this date I asked for a $50 wagering limit to be applied as I knew it would allow me to still have a little play but would protect my $11500 that was still in the process of being withdrawn. The limit was immediately applied

Once the account was verified and the withdrawals for the $11500 were underway I asked for the limit to be removed. This was on February 6th.

On the same day I won a further $22000. I immediately requested for a cooling off limit. I was told I wouldn't be able to access my account even for withdrawals. I asked for a limit that would allow me to withdrawal and not wager at all....nothing was offered and no action taken to protect me from my habits by the casino despite me being honest about my inability to self control.

IF THEY HAD DONE WHAT I ASKED I WOILDNT HAVE LOST THE $22000

Received this also

Good Day Andrew,

 

I hope this email finds you well.

 

I understand your concerns, and I want to assure you that I am here to support you.

 

Our Responsible Gaming Team does not communicate directly with players; however, as your account manager, I can act as a liaison and ensure your concerns are addressed by the appropriate team.

 

Regarding the funds you mentioned, I regret to inform you that we will not be able to process a refund. Any funds used at the casino are ultimately at the player's discretion. While we strive to provide the best possible experience, the casino cannot be held responsible for financial losses.

 

If there is anything else I can assist you with, please let me know. I am happy to help in any way I can.

 

Regards,

Fran

Hi Andrew,

I want to assure you that the issue regarding responsible gambling was taken very seriously, and the relevant support systems were put in place to help. The team has acted accordingly to ensure you have the support you need.

Fran

Refusing to answer the question as Fran knows she has failed and that the casino is liable and that I am 100% justified a d should be given he money I tried to protect

I apologize for my late reply, we had to discuss this case internally. I am afraid we won't be able to help you further. While we believe that the casino should provide accurate information on its website, we cannot overlook the fact that you were informed about the correct way how this tool works after you asked about it. I understand that this situation is unfortunate, but we are not in a position to pursue a refund under these circumstances.

Of course, we would like to see all casinos implement the option of withdrawals during the active cool-off period. On the other hand, we consider responsible gambling tools to be some kind of "added value" for players. We don't think they are mandatory to have (with the exception of self-exclusion for players with gambling addiction) and currently, there is no set of rules that all casinos would have to follow when it comes to designing their own player protection tools.

If casinos decide you cannot access your funds at all when you freeze your account for a few days, we cannot go against that. The point of the cool-off period is to stop players from spending their money until they feel like they are able to control their spending, whether it is by completely blocking the account with funds still in it, or just limiting the option to spend the money in gameplay.

Even though we would gladly see these tools working properly and according to our expectations, in cases like this, we cannot penalize casinos whose tools don't match our opinion, and unfortunately, there is not much more we could do here.

If you feel like gambling has become challenging for you, I can offer you a few options that could help. First, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.