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21Grand - unresponsive and did not pay my winnings
Ruling
Found for the Player - Despite our repeated efforts to contact 21Grand Casino to discuss this issue we have received no response whatsoever from the operator.
Read our 21Grand Casino Review.
Player's Complaint
Hello, I am from Thailand.
I played on 21grandcasino.com with the username [EDIT].
Also, my account was verified in May 2021.
Earlier in August 2021 I won a total of EUR 2,782.50.
My deposit amount is EUR 250 and EUR 247.50 sticky bonus.
I played fairly following all their terms and finished all wagering requirements.
After trying to request a withdrawal many times, which they kept on rejecting without telling me why.
They finally paid me in October but they only paid me EUR 252.50 out of the EUR 500 I requested.
So I requested a new withdrawal of EUR 282.50 earlier this November and 3 weeks have passed but they still have not paid it. And was rejected again without emailing me or messaging me why.
I kept on messaging Live chat person but they were just saying that finance will check soon.
They did not emailed me back on what is happening with my account or with my withdrawal.
And then on January 21, 2022 I requested a new withdrawal of EUR 500 to bitcoin.
Live chat person told me that it was "sent on the 8th" but when I checked my bitcoin account I did not see or find any payment from them on that date.
And as for now I have one EUR 500 missing payment and casino balance of EUR 1782.50.
Please help me contact the casino and get them to pay what they owe me.
5 Responses
Hi misdij22,
Unfortunately after repeated efforts to contact the operator to discuss this issue we have received no response what-so-ever. At this juncture we have no reasonable expectation of this changing.
Sorry we could not be of further help.
ThePOGG
I made a withdrawal of 150 EUR but they rejected it.
Then on June 13th, they emailed me with this :
Hello [EDIT]
We hope all is well.
We have noticed you have placed a withdrawal ,
unfortunately, withdrawals which are made from winnings on free bonuses
or cash gifts are available only for our active players.
According to our terms and conditions an active player is a player who
has made a deposit at least one time in the last 30 days prior to
withdrawal request.
5.13. A player that didn't add funds to his account for one month-long
or more (30 days), will be considered a free bonus player and will not
be eligible to withdraw winnings from free bonuses or cash granted to
him by the casino. The possibility of withdrawing winnings from free
bonuses is reserved for our active players only.
We have cancelled your withdrawal and have voided the balance which was
not withdrawable.
Please come online and be active, make a deposit with one of our amazing
deals and join our club for real this time:)
See you online?
BEST
VIP team,
21 Grand
----
I have been trying to withdraw my balance for a year and they never pay.
My account was already verified before.
I made a withdrawal they kept on rejecting without telling me why.
Now they want me to deposit again? I just want to withdraw my balance.
Hello? Is there any way I can contact anyone about this? Their licensor?
Hello?
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Agreement
misdij22 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:
- 21 Grand
- Curacao
- Cyberrock Entertainment NV
March 23, 2022
Hi misdij22 - welcome to ThePOGG.com!
Please read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.
Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.
Thanks,
ThePOGG