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21Bet – Witholding withdrawal from verified account

Ruling

Resolved - 21Bet inform us this issue has been resolved and as the player is non-responsive to our requests for updates we assume they're happy.

Read our 21Bet Casino Review.

Player's Complaint

I understand this company has been recently blacklisted, however I signed up before this changed. I would appreciate any help with this case.

I requested a withdrawal on the 28th of November, to skrill, a total of 263 euros. My account has been verified, via email. I have been on live chat numerous times who claim to have technical problems processing withdrawals.

I can see from the complaints section of thepogg that other punters are having the same problem.

I don't know whether to contact the gambling regulatory bodies

Here is a chat transcript from earlier this week:

One moment please while I look into this for you, thank you for your patience.

[EDIT] (16:59:50): ok

[EDIT] (17:00:32): I received an email to let me know my account had been verified for age ' and address

[EDIT] (17:00:54): Should I cancel the withdrawal and try again now my account is verified

[EDIT] (17:01:09): Or can you push it through for me?

[EDIT] (17:02:07): Once your account is verified it can usually take up to 1-5 working days before it is processed.

Please note that the working hours of our Payments department are from Monday to Friday from 9 am to 17 pm

I will transfer this to our Payments team, they will email you once it's processed.

[EDIT] (17:02:30): Perfect, so when do you think it will be?

[EDIT] (17:03:33): I really cannot predict the exact date, but I am sure your withdrawal will be processed by Friday

[EDIT] (17:05:22): Anything else I can help you with today?

AND todays chat contains the following:

[EDIT] (19:55:57): Hello and welcome to 21Bet live chat. My name is Mark, how can I help you?

[EDIT] (19:56:26): Hi

[EDIT] (19:56:35): I requested a withdrawal on 28th November

[EDIT] (19:56:47): My account was fully verified last weekend

[EDIT] (19:58:58): On sunday, I was told by a live chat

[EDIT] (19:59:18): That to e-wallets, there would be a maximum of five days to process to skrill

[EDIT] (19:59:25): Please, may I take your username, postcode and Date of Birth?

[EDIT] (19:59:33): They told me that I would definitely have my money by Friday

[EDIT] (20:00:00): I have waited for weeks for this withdrawal now, I do not want to take further action on this

[EDIT] (20:00:07): [EDIT]

[EDIT] (20:00:12): [EDIT]

[EDIT] (20:00:24): [EDIT]

[EDIT] (20:00:52): One moment please while I look into this for you, thank you for your patience.

[EDIT] (20:04:36): I can see that your withdrawal is still pending.

Please be patient for a little more and we can assure you it will be processed soon and you will be emailed when it's done.

Also, you can send email to our Payments team directly via this email address care@21bet.com

[EDIT] (20:05:06): I have been told this over and over

[EDIT] (20:05:48): Hopefully, this will be sorted in the next few days.

Any help would be greatly appreciated, thanks

Read the casino review

5 Responses

ThePOGG
Dec 17, 2018

Hi raymo365 - welcome to ThePOGG.com!

We are happy to accept complaints against operators even when they are Blacklisted. However you need to be aware that the chances of a successful mediation are significantly reduced.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

raymo365
Dec 20, 2018

Thank you, greatly appreciated. Have you heard anything?

ThePOGG
Jan 09, 2019

Hi raymo365,

I've spoken to the operator. They inform me that this issue has been resolved. Can you confirm receipt of your funds?

Thanks,

ThePOGG

ThePOGG
Jan 20, 2019

Hi raymo365,

I'm following-up on the above?

Thanks,

ThePOGG

ThePOGG
Jan 29, 2019

Hi raymo365,

If we haven't heard from you by Friday the 8th of February I'll assume you have received your funds and close this complaint.

Thanks,

ThePOGG

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Agreement

raymo365 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:

  • 21Bet
  • United Kingdom Gambling Commission
  • FSB Technology

December 14, 2018