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.
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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]
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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:
March 20, 2019