21.com Casino - プレイヤーの引き出しが遅れています。この苦情は解決しました。

I have been trying to get my withdrawal approved for over a month now. I have submitted my documents several times now and they keep asking me to submit the documents I have already submitted! Not sure yet if they are scam artists or just giving me the run around because I said I was going to give them bad reviews on every site I can find which I am doing! They have no problems taking your money no questions asked but when you want some back its worse than pulling teeth!

Dear Joseph,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure, however, one month is unusually long time. Typically, if all the data is correct, there should be no reason for the casino to delay your withdrawal.

Moreover, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. Please, could you advise if there was any list of documents which have been requested by the casino to complete verification? You can forward the list and any relevant communication to my email address: petronela.k@casino.guru. Looking forward to hearing from you.

Best regards,

Petronela

Comments from the player:

"Hello this is Joe. They have requested the usual documents that most casino's request and I have sent them in several times now. I keep being responded to by someone named Cindy who keeps asking me for the same things over and over. She seems to be giving me the run around I think because I was rude to her on my third response for the same documents. I send what she asks for in and then she responds saying ok now just need verification of address and that is it. So I send in my verification of address in the form of a government document that is dated less than 3 months ago that clearly states my address and name etc. and then she will respond ok now we just statements for the cards ending in xxxx and xxxx which I already told her twice that were gift cards that were disposed of. I told her this the very first time she asked for them and she responded in that case she just needed for the card ending in 1000 which I submitted because that is my credit card. Then she says she needs proof of address again which I sent again to get another response asking for statement of the gift cards again. This has been going on for over a month now and I feel she is just playing games with me trying to make it difficult because I asked to be contacted by someone else who is competent and able to deal with issue at hand. I have a good portion of the emails back and forth that I can send to you if you like. Thanks for your time and help in this matter."

Thank you very much Joe for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Joseph,

I am very sorry to hear about your issue. I will do my best to help you.

21.com Casino, could you please shed some light on this case? Thank you very much in advance for your reply

Hi there Joseph,

I want to extend our apology for the way this has been dealt with. It seems like we fell short in providing you with good service, which is something we take pride in doing. I have made sure to raise this case with the support manager for future reference.

Someone from customer support will very shortly be in touch with you regarding the document missing for your account to be verified - a Declaration of Liability. Please have a look in your inbox soon and get back to us there.

Please do not hesitate to write here should you have further questions or issues.

Kind regards,

Alex

Hi again Joseph and CasinoGuru

Our payments department has just confirmed that all your documents have been received and that your withdrawal will be processed today.

Once again apologies for the inconvenience, and have a great day 🙂

Kind regards,

Alex

Dear Joseph,

please inform us if you have received the payment. Thanks in advance.

Dear Joseph,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

The player stopped responding but from the last casino reply, we assumed the player got paid and therefore we are closing this complaint as solved.