21.com Casino - El jugador tiene problemas con la retirada.

On 08/15/2020 I applied for my withdrawal - on 08/19 I received the confirmation that the amount was paid out - nothing was paid out and the casino does not respond when asked.

Am 15.08.2020 habe ich meine Auszahlung beantragt -am 19.08 habe ich die Bestätigung bekommen das der Betrag ausbezahlt wurde - gar nichts wurde ausbezahlt und das Casino reagiert auch nicht bei Nachfrage.

Dear Brigitte,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Allow me to ask you a few more question before we would more forward. Did you complete your KYC verification in the casino? Was this your first withdrawal request in the casino? What payment method did you use to withdraw the money. Please send us any proof or conversation which could support the case to nikolas.b@casino.guru. Thank you in advance for your reply.

Best regards,

Nick

Hello Nick - First time thanks for the help. It is the first time that I request a withdrawal at this casino. No KYC check was requested or it was not even possible to upload anything. I also asked every day - but was just ignored. I applied for a payout via Neteller.

best regards

Brigitte

Hallo Nick -Danke erstmals für die Hilfe. Es ist das erste mal das ich in diesem Casino eine Auszahlung beantrage . KYC- Überprüfung wurde keine verlangt bzw. war es auch gar nicht möglich etwas hochzuladen . Ichh habe auch täglich nachgefragt - wurde aber nur ignoriert. Auszahlung habe ich über Neteller beantragt.

Liebe Grüße

Brigitte

Thank you very much Brigitte 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 Brigitte,

I am very sorry to hear about your problem.

I would like to invite 21.com Casino to join this conversation and give us the update regarding Brigitte's withdrawal.

Hi Brigitte,

Thank you for your review regarding 21.com!

We are sorry to hear that your withdrawal has taken longer than usual.

We have contacted our payment team regarding this, and they informed us that they haven't been able to process your withdrawal yet, as the payment method is incorrect. You should request the withdrawal with Trustly.

You can now log in to your account and request the withdrawal with Trustly. We also added you 20 free spins to Great Rhino Megaways for the inconvenience.

We wish you the best of luck while playing at 21.com!

Hello, thanks for the free spins! Unfortunately, I cannot request the payout - as my money was not transferred back to the player account!

LG Brigitte

Hallo , Danke für die Freispiele ! Leider kann ich die Auszahlung nicht beantragen -da mein Geld nicht auf das Spielerkonto zurück übertragen wurde!

LG Brigitte

Hi Brigitte,

We apologize for the inconvenience regarding the withdrawal.

Your 21.com account balance has been updated now, and you will be able to log in and request the withdrawal with Trustly.

Please do not hesitate to reach out again if anything is unclear or if you have any questions.

We wish you a good day and good luck in the casino!

Hello, the money was transferred today. Many thanks to the team at Casino Guru for the help and also to Cindy and Sally from Casino 21 com. Who also went out of their way.

best regards

Brigitte

Hallo , das Geld wurde heute überwiesen. Vielen Dank an das Team von Casino Guru für die Hilfe und auch an Cindy und Sally von Casino 21 com .die auch sehr bemüht waren .

Liebe Grüße

Brigitte

Thank you Brigitte for the update. We are glad the complaint got resolved and we can close it now.