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21 – casino non payment

Ruling

Resolved - This player has become non-responsive to our requests for an update so we assume that they've provided the necessary documentation and received a refund of their deposits.

Read our 21 Casino Review.

Player's Complaint

Hi I hope this email finds you well.

I’m emailing you as a last resort regarding my account with 21 casino were I’m struggling to get my cash out I have followed all previous requests from the casino such as documents they have requested and procedures they wanted me to follow. The most recent request for me to get a bank statement from the bank stamped after I’ve already provided so many documents and completed there requests is simply ridiculous and unfair. I will be more than happy for them to close down my casino account and pay me my winnings . The whole reason for my complaint stems back to 16th august 2018 when i had a win on there site using my cash funds. As on there casino i deposited £5000 for a £10000 bonus the funds while on the casino were separate so therefore i would use my cash funds before i used my bonus balance. I therefore chose to use my cash balance on A slot called Starmania using £250 stake and won the above figure. Since then i withdrew the balance sent off requested documents such as ID, Bank card images, bank statements and proof of address documents. Every time i have contacted the casino via the customer support on livechat or via email they seem to send me away and saying that its still under investigation but the time span it has been going on now is far too long for a casino to need to be ongoing.

So really im looking for your help if you can offer it me to help resolve the situation please.

Kind regards [EDIT]

Read the casino review

7 Responses

ThePOGG
Mar 20, 2019

Hi jackstanna98 - welcome to ThePOGG.com!

Before we go any further I need you to confirm whether we're discussing 21.co.uk, 21.com or 21casino.com?

Secondly - have you provided the stamped bank statement?

Thanks,

ThePOGG

jackstanna98
Mar 22, 2019

21casino.com

No I did not provide the stamped bank statement as I thought they had already had sufficient amount of documents including previous bank statements.

regards [EDIT]

ThePOGG
Mar 22, 2019

Hi jackstanna98,

While I appreciate your frustration as a new player when you immediately hit a big win like this your activity is going to be subject to greater scrutiny. While we are happy to contact the operator for you to see if we can get greater detail on what is causing the delays, you do need to comply with KYC requests. So in the meantime please obtain and submit the stamped bank statement.

Thanks,

ThePOGG

ThePOGG
Mar 29, 2019

Hi jackstanna98,

21 Casino has provided clear evidence demonstrating that your account is unnaturally associated with other player accounts and in breach of multiple terms and conditions. As such we will not pursue winnings on your behalf.

You are free to withdraw your deposit, but only after you pass verification checks. The operator is still waiting on you providing Source of Wealth documentation. You need to provide them, as a minimum, statements depositing card ending [EDIT] between June and August 2018. These statements need to be obtained at a branch of your bank and stamped by the teller. This information has been requested by the operator in 5 separate emails. Until you provide this documentation you will not be able to withdraw your deposit.

ThePOGG

ThePOGG
Apr 05, 2019

Hi jackstanna98,

Have you provided the requested Source of Wealth documentation?

Thanks,

ThePOGG

ThePOGG
Apr 15, 2019

Hi jackstanna98,

I'm following-up on the above again - have you provided the requested Source of Wealth documentation?

Thanks,

ThePOGG

ThePOGG
Apr 23, 2019

Hi jackstanna98,

If we haven't heard from you by Friday the 3rd of May I'll assume you've provided documentation and managed to resolve this issue.

Thanks,

ThePOGG

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Agreement

jackstanna98 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Twenty One
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

March 19, 2019