Hello, Invergill,

Thank you for sharing such valuable feedback about your experience with our casino. Your opinion is truly important to us, as it helps us to constantly improve and provide a better service for all of our customers.

My name is Nancy, and I am a Customer Experience Manager at 21 Bit Casino. I would like to take a moment to carefully review your case and provide you with a detailed explanation regarding your withdrawal process.

First of all, please accept my sincere apologies for any confusion or frustration this situation may have caused you. Your satisfaction and trust are always our top priorities, and I completely understand how disappointing it must have felt to face difficulties while trying to withdraw your funds.

After carefully reviewing your account and withdrawal history, I can confirm the following: your very first withdrawal request on September 19th was cancelled because you attempted to use the cryptocurrency payment method. While crypto is indeed available at our casino, please note that in order to withdraw via crypto, at least one successful deposit in crypto must first be completed on your account. Since no such deposits were made, the request could unfortunately not be processed.

At the same time, you received instructions to submit your withdrawal request again using the Bank Transfer method. When our Payment Team reviewed that request, they noticed that the bank details provided were incorrect, and for security reasons, we were unable to process it. I also see that you attempted to use a credit card as a withdrawal method, however, due to temporary technical issues with that payment option at the time, it was unfortunately not available. Please accept my apologies once again for the inconvenience this caused.

I fully understand that this experience was not pleasant for you, and I deeply regret the difficulties you faced. I truly hope that from now on, we can move forward and provide you with the smooth, secure, and enjoyable service you expect from us.

For your next withdrawal, I would strongly recommend using the Bank Transfer option and making sure that all bank details are entered correctly, as this will allow us to process your request without delays. Another great alternative would be a crypto withdrawal, which is actually the fastest and easiest method we offer. To enable this option, you simply need to make at least one successful crypto deposit beforehand, after which withdrawals in crypto will become instantly available to you.

Additionally, I would like to remind you about our Cooling-Off feature. If you prefer extra control over your funds, you can request our Support Team to activate this option while your withdrawal is pending. This way, you will still be able to log in and track your payout, but you will not have the possibility to make deposits or place bets until your withdrawal is finalized. It is a very useful tool, and our Support Team is always happy to assist you with activating it.

Invergill, thank you once again for sharing your feedback and for allowing us to learn from this situation. I am truly sorry for the inconvenience caused, and I sincerely hope that your future experience with 21 Bit Casino will be much smoother and more positive. We truly appreciate having you with us and will continue working hard to provide you with the best possible service.

Warm regards,
Nancy
Customer Experience Manager
21 Bit Casino

Hello, Samsam213!

My name is Nancy, and I’m a representative of 21 Bit Casino. It’s a pleasure to meet you!

First of all, thank you for taking the time to share your feedback and raise your concerns. We truly appreciate it, as it helps us improve our services.

I completely understand your frustration regarding the delay with your withdrawal. I just wanted to clarify that the process took longer than usual because your account was closed due to responsible gambling measures. As a result, we needed additional time to ensure the transaction was handled properly and in accordance with our procedures.

After carefully reviewing your communication with our support team and checking your account details, I can confirm that your withdrawal request of €160.05 was approved and sent to your bank account on July 22nd at 12:26 UTC.

Please note that the processing time for such transactions depends on bank procedures and typically takes 5–7 business days. I can confirm that the transaction was fully completed on our side.

We sincerely apologize for any inconvenience this delay may have caused and appreciate your patience and understanding.
Also, thank you so much for such great communication, as it helped a lot!

Anytime you need anything, let me know, and please keep me posted about the transaction status. I hope it will reach your account as soon as possible!

Best regards,
Nancy
Customer Support Representative

Hello, Slottys!

Thank you for your honest and detailed review.

We’re genuinely sorry for the confusion and frustration you experienced during your withdrawal process, especially regarding regional restrictions and the initial communication around your case. We understand how important it is for players, especially experienced ones like yourself, to feel respected and treated fairly.

While our team followed internal procedures, we also took your feedback to heart and made sure that the situation was carefully reviewed and resolved. We're glad the issue was ultimately settled, and we truly appreciate your patience throughout the process. Your comments have helped us recognize areas where we need to improve, so we are really thankful for your input!

We truly appreciate your feedback and wish you all the best moving forward. We sincerely hope that circumstances will change in the future, allowing us the opportunity to welcome you and other players from Ontario again, and to demonstrate how we’re continually working to improve our service!

If you need any other help, feel free to contact us at [email protected], we are always here to help!

Warm regards,
21bit Casino Team

Good Day StratKat,

Thank you for sharing your feedback, and we sincerely apologize for the frustration and inconvenience you've experienced during the withdrawal process. We completely understand how important it is to have a smooth and timely withdrawal, and we're sorry that your experience did not meet your expectations.

We're pleased to see that your withdrawal has now been successfully processed. However, we deeply regret the issues you faced with the bank account details, withdrawal limits, and the communication delays. We understand how this situation has been incredibly frustrating for you.

We are reviewing your case internally to identify any areas where we can improve and ensure that this does not happen again in the future.

We also appreciate your understanding regarding the response times from our support team. We are continuously working to enhance our communication and improve the overall customer experience.

Once again, we apologize for any inconvenience caused, and we are grateful for your patience throughout this process.

Kind Regards,
21Bit Casino

Dear Drgabber,

Thank you for sharing your feedback, and we sincerely apologize for the frustration and disappointment you've experienced. We understand how important it is to feel confident in the platform you're using, and we deeply regret that your experience with us did not meet your expectations.

We want to assure you that we take all concerns seriously and are committed to providing a fair and transparent service. The issues you've mentioned regarding the welcome bonus and the unexpected balance changes are certainly concerning, and we will be investigating them further.

We also appreciate your feedback regarding the live chat feature. We’re constantly working to improve our customer support and are looking into ways to enhance communication options for our players.

Once again, we apologize for any inconvenience caused and are here to ensure we improve our services moving forward.

Kind Regards,
21bit Casino

Good Day de_sasterous,

Thank you for taking the time to share your concerns and feedback with us.

As mentioned on our Terms and Conditions: "Any deposit has to be wagered 3 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available."

This is to ensure no illegal activity takes place on the account. You can find more information here: https://www.21bit.com/en/terms-and-conditions

We want to emphasize that one of our company's main principles is maintaining our customers' satisfaction and comfort, and we work hard to achieve this.

At 21Bit Casino, we would like your experience with us to be exciting and fun - more about the entertainment. If there is anything we can do to improve your experience, please let us know.

Kind Regards,
21bit Casino

Good Day kokonuts,

Thank you for your feedback.

We're delighted to hear that you appreciate our casino's games!

I understand how upsetting it can be to be unable to obtain assistance when required. Please keep in mind that we often receive a high volume of chats and emails. However, we do our best to service each player.

We apologize for this, and we thank you for your utmost understanding.

We offer rapid, dependable withdrawals with minimal delay on most payment options, ensuring that you always have access to your winnings as soon as possible.

Because most banks are only open on weekdays, most businesses do not process payments on weekends.

Additionally, if your account has been validated and we have all of the relevant information, we will generally complete your withdrawal within 24 hours. However, the payment provider determines the time it takes for the actual amount to be credited to your payment account. For example, transferring money to a credit card can take up to 5 days. Meanwhile, bank transfers may take 5-7 business days.

If there is anything we can do to improve your experience, please let us know.

Kind Regards,
21Bit Casino

Good Day Jamilss,

Thank you for providing feedback.

I'm sorry to hear that your experience with us was unpleasant.

I completely understand your disappointment. Waiting for a few days for your deposit to be posted can be inconvenient as we realize that you would love to play and have some entertainment.

In most circumstances, the deposit reflects immediately on your account; however, there may be times when the payment service provider is experiencing technical difficulties.

I'd love to look into your account and find out what happened. To do so, please send me the email address linked to your account.

We want to emphasize that one of our company's primary principles is maintaining our players' delight and satisfaction, and we strive hard to achieve this.

Sincerely,
21Bit Casino

Hello Phoenixmerlin,

We truly apologize for answering you in English.

Thank you for taking the time to share your feedback with us. We appreciate your kind words about our diverse game selection and fast payout services.

We understand that gambling experiences can be frustrating, and we want to assure you that our games are indeed regulated by a random generator to ensure fairness. However, as you rightly pointed out, gambling outcomes are fundamentally based on luck and chance. It's important to note that there are no guaranteed winning strategies in gambling.

We would like to suggest changing of gaming strategies and trying out games from various providers. Each game has its unique features, and experimenting with different options might enhance your overall experience.

Once again, thank you for choosing us as your gaming platform. We value your opinion and hope you continue to enjoy our diverse game offerings. If you have any questions or need assistance, our customer support team is here to help.

Sincerely, 21Bit Casino

Good Day Burnzy,

We are sorry to hear that you haven't had the best gaming experience.

As you know, gambling is a game of luck and there are no guarantees. Yes, the more you play, the more opportunities you have at getting to the Jackpot, however, it is still not guaranteed.

Some general advice: Try to keep your bets relative to your deposits so as to provide you with more opportunities at getting to those free spin rounds and big jackpots. For example, depositing €50, and betting €10 per spin, will only give you 5 opportunities (without payouts) - this is not conducive to an extended gaming session.

Also, if a game is not offering decent payouts within the first few spins, try out a different game.
If you like, we will gladly review your account to see if we could offer any other advice. For this, we would need you to provide your email address, please.

At 21Bit, we would like your experience with us to be exciting and fun - more about the entertainment. If there is anything we can do to improve your experience, please let us know.

Kind Regards,
21Bit Casino

Hello marco.halbers,
Thank you for providing your feedback about our casino.

We appreciate your positive remarks about our game selection and fair winning odds.
Our customer support team strives to provide excellent assistance to our players.

Regarding the withdrawal process, we understand your concern, and we want to assure you that the security and verification procedures are in place to protect our players' funds and maintain a safe gaming environment.
Also, as you know, the verification process is necessary for completing withdrawals. Verification is still required even if you no longer possess the card you used in the casino. Please note that cropped photos or receipts with incorrect or unclear reference numbers may result in document rejection by our payments team. However, we will guide you on uploading the documents correctly to ensure a smooth verification process.

Your comments are valuable to us, and we will continue to enhance our services to meet the expectations of our players. Don't hesitate to contact our support team with further questions or assistance.

Thank you for choosing our casino, and we hope you enjoy your gaming experience with us.
Sincerely, 21bit Casino

Hello jmg890,

Thank you for your wonderful review and for recommending our casino. We are delighted to hear that you have been enjoying your experience with us, and we greatly appreciate your positive feedback.

We have taken note of your feedback regarding the occasional appearance of the live chat window, and rest assured that we are continuously working on improving the user experience to make it even more enjoyable for you.

We are thrilled that you found our verification process fast and efficient, and it's great to hear that you have been enjoying our wide selection of games. Our dedicated support team is always here to assist you promptly and help in any way they can.

Once again, thank you for your kind words and for being a valued player at our casino. We look forward to providing you with many more enjoyable moments in the future.

Sincerely, 21bit Casino

Hello Smurfin123,

Thank you for taking the time to share your feedback with us!
We would like to apologize for such an experience that you had.

As you know, on the deposit page, there is a function that allows you to get deposit bonuses automatically. We would like to advise you to check it by this link: https://www.21bit.com/en-au/account/deposit
If that function is off, the account won't be getting a deposit bonus, therefore it can be added manually. Moreover, if the bonus code was put misspelled or with lower letters, or the required amount is less than the bonus requires - these are the most common reasons why the deposit bonuses don't come in. But don't worry, you will be educated on how to enable this bonus issuance.
Also, as indicated in the Terms and Conditions, the maximum winnings, as well as withdrawal limits for no-deposit free spins are 75 AUD. (GENERAL BONUS TERMS AND CONDITIONS, item 6).
https://www.21bit.com/en-au/terms-and-conditions

Ideally, it is recommended to use the same deposit method for withdrawals. This ensures a smoother and more convenient transaction process. However, there may be certain circumstances where you might be requested to use an alternative withdrawal method. Such cases could arise due to various factors, including technical limitations, regulatory requirements, or specific policies set by the platform or service provider.

We are always ready to oversee things deeper, and your situation isn't an exception. Send us your full name and account email, and we'll look into your case to help you with this matter. You may use the email - [email protected] or you're more than welcome to reach us via Live chat.
Our Support Team works 24/7.

Sincerely, 21bit Casino

Good Day Aroha,

Thank you for taking the time to share your concerns and feedback with us.

We are delighted to hear you are happy with the games and payment methods available.

I understand how upsetting it can be to be unable to obtain assistance when required. Please keep in mind that we often receive a high volume of chats and emails. However, we do our best to service each player.

We apologize for this, and we thank you for your utmost understanding.

For future withdrawals, we offer rapid, dependable withdrawals with minimal delay on most payment options, ensuring that you always have access to your winnings as soon as possible.

Because most banks are only open on weekdays, most businesses do not process payments on weekends.

Additionally, if your account has been validated and we have all of the relevant information, we will generally complete your withdrawal within 24 hours. However, the payment provider determines the time it takes for the actual amount to be credited to your payment account. For example, transferring money to a credit card can take up to 5 days. Meanwhile, bank transfers may take 5-7 business days.

Thank you for your utmost understanding.

If there is anything we can do to improve your experience, please let us know.

Sincerely,
21Bit Casino

Hello, CAITLANMORRIS

Thank you for putting this together.
We are sorry to hear that you had such an experience.

To answer your concern, please keep in mind that our Terms and Conditions, with what you agreed to when you registered, have the article stating: "Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD 7,5 AUD/CAD/NZD, 50 NOK, 600 JPY, 25 PLN, 100 MXN, 100 ZAR, 30 BRL". Larger stakes may let to result in the seizure of bonus assets, free spins, and any profits made with bonus money.
You can refer to this link for more information: https://www.21bit.com/en-au/bonus-terms

If you still have other questions or concerns, please reach out to us via live chat or with the next mail address: [email protected]

We are available 24/7.
Sincerely, 21bit Casino

Hello, Simikra20
We apologize for answering in English.

We are happy to know that you see us as a great casino.
Our primary priority is to do everything possible to see such reviews!

Wishing you a Four-leaf clover in your gameplay!
Sincerely, 21bit Casino

Hello, Bestquest_LA

Thank you for sharing your thoughts with us. Your feedback is extremely important to us.

Answering your concerns about the cash-out process.
As you know, passing the verification is part of the withdrawal process. Thus, if the photo is cropped or the receipt you provided has an incorrect or unclear reference number, our payments team will decline the document which can cause a delay, but of course, we would inform you what needs to be corrected or the format the document should be.

We are grateful that you rated us 5 stars, and will do our best to make it even better.

Sincerely, 21bit Casino

Hello Merked777,

Thanks for your detailed feedback.
We are sorry to hear that you are having a hard time getting your winnings.
As you know, passing the verification is part of the withdrawal process.
Especially with the new cards/methods that were used recently, you would still need to verify it, as each method that was used for the deposit should be confirmed.
Yet, if the photo is clipped or the receipt you provided has an inaccurate or unclear reference number, our payments team will reject the document. Nevertheless, you will be instructed on how to upload it correctly.
Also, keep in mind that all payment methods operated should be confirmed as a license holder obligation.
We are always willing to overlook things more in-depth, and surely your situation isn't an exception. Send us your full name and account email, and we'll look into your case to help you with this matter.

Sincerely, 21bit Casino

Hello Adjokic97,

Thank you for taking the time to share your feedback with us!
We're happy to have you as part of our 21bit family :)

We wish you great gameplay!

Sincerely, 21bit Casino

Hello Whooky,
We appreciate you taking the time to share your feedback.
We are sorry that your experience was not as delightful as we hoped.
As you know, gambling is a game of luck without guarantees.
Yes, the more you play, the more opportunities you have to get to the Jackpot; however, it is still not guaranteed.
Some general advice: Try to keep your bets relative to your deposits to provide you with more opportunities at getting to those free spin rounds and big jackpots. For example, depositing €50, and betting €10 per spin, will only give you five opportunities (without payouts) - this is not conducive to an extended gaming session.
Also, if a game does not offer decent payouts within the first few spins, try a different game.
At 21Bit, we would like your experience with us to be exciting and fun - more about the entertainment. Please let us know if there is anything we can do to improve your experience.

Added 08/11/2022:
Thank you for giving us another chance.
We are sorry to hear that your luck hasn't changed since our last conversation.
There are certain games within the casino that has higher RTP (return to player) than others.
You would be able to find out what particular games you have won more on by getting in touch with our support team who are available to help you 24/7. This way you might find you have more luck in these games.
If there's anything else we can check for you, please feel free to let us know.

Sincerely, 21bit Casino

Hello AllenKornoly,

Thank you for your feedback.

We're sorry to hear you are having issues with your gaming account.

We would like to look into this for you. To be able to do so, please provide us with your email address.
You may contact us via live chat. So our support team can assist you faster, please send a screenshot of what you see on your account when accessing the payment page of your account.

Sincerely, 21bit Casino

Hello Chris187,

I'm sorry you didn't have the best time in our casino.
You are correct; gambling is a game of chance with no assurances. Yes, the more you play, the more significant opportunities you have of winning, but it is still not guaranteed.

As a player, if a game does not provide substantial winnings during the first few spins, I switch to a different game.

Also, when you signed up with our casino and accepted the terms and conditions, where it was stated that:
"All bonuses (unless otherwise specified) need to be wagered 45 times before the funds can be withdrawn."

"Maximum win resulting from loyalty free spins and maximum withdrawal is €50, $50, AU$75, C$75, NZ$75, 500 kr, 250 zł, 250 R$, 6,000JPY"

You can review the full bonus terms and conditions on this link: https://www.21bit.com/en/bonus-terms

Furthermore, if you prefer, we would gladly evaluate your account to see if we can offer any other suggestions. Could you please supply your email address for this?

We at 21bit want your experience with us to be exciting and enjoyable - more about the entertainment. Please let us know if there is anything we can do to improve your experience.

Sincerely, 21bit Casino

Hello Peppi,

Thank you for such great feedback!
By the way, we are constantly adding new games - feel free to check on our website :)

We wish you wonderful gameplay!

Sincerely, 21Bit Casino

Hello Bufalo42,

Thank you for taking the time to share your feedback with us!

We're happy to know you're enjoying your experience with 21bit :)

We wish you wonderful gameplay!

Sincerely, 21Bit Casino