21bit Casino - Виграш гравця було утримано.

I won 90k and then when trying to withdraw they wouldn’t let me. I verified all my ID and spoke to customer service multiple times and they still wouldn’t give me correct information or allow me to withdraw. I have screenshots of all conversations with customer service etc. they scammed me!

Dear Marcus993,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 

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

Please can you make this private as it says my full name

My ID was already verified and they still prolonged my withdrawal for over 5 working days. Then the online support chat led me to believe this was a scam and when I asked if I will ever got the money they replied by sayings "I cannot say" and "that’s for the relevant team to decide".

Also it’s so strange how at the time I never saw this email that I received on 26th July 2023, it didn’t show in my inbox I’ve only seen it now.

However I’d like an explanation on why I am having back to back conversations with customer service for 5 days after this email was received with no real help with making the withdrawal and making me think the win was not real.

Observe dates in screenshots.

Hi Marcus993,

Thank you for forwarding all the communication. There's no need to send additional screenshots. Sending numerous screenshots actually slows down the process instead of speeding it up.

• Could you please let me know if you have received any winnings already?
• Also, what is the amount of your last pending withdrawal and how many days ago was it requested?

Thank you.

No nothing received and my account was closed. The dates of multiple withdrawal attempts following instructions of customer service correspond with the screenshots I sent.

Thank you very much, Marcus993, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Marcus993,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear 21bit Casino team,

Could you please explain the player's situation in more detail? Why has his account been blocked/closed? What steps should the player take to unblock the account and/or withdraw disputed winnings? Are there any pending withdrawals? If so, what is the estimated time frame for processing them, and how should the user proceed to speed up the withdrawal process?

Good Day Marcus993 and Branislav,

Thank you for your feedback.

We're sorry to hear that you have had a hard time with collecting your winnings

In this case, unfortunately, the account was closed on suspicion of addiction. In order to proceed with reopening this account, he could need to contact our live chat and answer a few questions for us to look into reopening the account again.

As for the withdrawal in question, I can see that only 1 withdrawal was checked by our relevant team and it was denied due to verification. Marcus993 had in fact sent the document needed and has been verified since. I can then see that the rest of the withdrawal attempts had been recalled, meaning they were canceled on Marcus993's end and were not checked by our payments team. Currently, there are no funds to process for a withdrawal.

I hope this information helps and if you require any further information, please do not hesitate to let me know.

Kind Regards,

21Bit Casino

Thank you for your response and explanation, 21Bit Casino Team.

Dear Marcus993,

Can you please follow the casino's instructions, contact the live chat, and ask them about reopening your disputed account?

Do I understand correctly that one of the withdrawals was successful?

Please inform us about any news or updates.

I strongly recommend you choose a calm and polite way to contact the casino's live chat.

Looking forward to hearing from you.

Dear Marcus993,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without full cooperation and providing the requested.

Thank you, 21Bit Casino, for providing information.

Best regards,

Branislav, Casino.Guru