21 Casino - 플레이어의 계정이 폐쇄되고 자금이 지연됩니다.

Deposited my first welcome money..as soon as I deposited it . Website rebooted and and kicked me out unable to login..after multiple agents and no reason given they finally told me that my account was under review which there would be no reason for that and about 15 hours later they said I would finally get an email from the account review team which I did and they told me to supply the old simple ID front and back address which I did and bank statement which I did and then it was 5 seconds later after they said their email I sent it right back and it's been another 12 hours since supplying them everything they needed to know about me and my money and I had enough so I asked for my refund they said it would be immediate and it has been 7 hours and they have basically in the terms of anybody that I live my life by our complete thieves and have stolen my money I have lied their faces off and they should have their license taken away for this type of exact thing that they're doing to so many people they're scammers this is a scam that they do because this isn't the first thing that I've read deposit your money shut down your account lie to your face review what is the review you can sure take the money but you can't give it back and you can't review things within seconds to look at a JPEG which takes four seconds you'd think after talking to six agents I would have been escalated to the top of the queue but no I'm now sitting at 24 hours and I never even actually got to spend one reel at this stupid casino I hope they rot in hell and I hope they pay me back my money.

Dear Truepopo,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that the casino closed your account immediately after you deposited and you did not play any games?

Are you registered in any of 21 Casino's sister casinos? You can find a list of the sister brands here or here.

When exactly did you send the identity documents to the casino for verification?

When was the last time the casino communicated with you?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I sent in my driver's license front and back my bank statement which had my address and a selfie with me holding the credentials and it is now over 36 hours since I deposited the money , which I've never got to spend one actual reel at this at this place and when they told me they would issue a refund that's now been over 29 hours.

and they've been emailing me to telling me that they're the account is under review and they're doing their their best to be idiots because refunds are a button press in 2025 cuz if they can pay out money within seconds how do they not just refund the money they're lollygagging and their criminals and they are extorting me right now and using my money and putting it and gaining interest on the the dollars that they get from it they're doing this to lots of people.

they need to be shut down immediately I don't know who's the overseer of all these casinos but these guys need to just have their website completely kibosh . No they didn't shut my account down but I told him I am never going back there again I just want the refund and I will shut it down afterwards but they're probably one of those casinos that won't let you do that either.

But my bigger gripe is also with casino guru you guys gave it a 9 rating which is so misleading because if you give this a nine and this is what you think a nine casino is you guys should fire your reviewer because that is something that he really didn't have the authority to give a nine to I would give it a minus two because when you can't even get one game in and all the horror stories from other reviewers how that guy came up with a nine just because he maybe had a lucky minute I don't know I was misled by this website to thinking this is a good casino and it was evident from the minute I deposited the money and they reset the website and I was locked out right there and knew I was basically dealing with mafioso like stupidity

Just an update the morons at 21 casino now are just playing games they are issuing me emails letting me know I've got 48 hours to access the money in my account from my withdrawal quest. I never made it withdrawal quest I was issued a refund as I was told we should have been immediate and here's the big problem about accessing it within 48 hours is they actually have to let you into your account to begin with which they have still currently locked me out of and can't log in so I email them over and over and they just keep being idiots they don't have any sense whatsoever they should be shut down I don't know who is the license and the gaming companies should be responsible too they are allowing companies like this to allow their games to be played when they are complete crooks it doesn't look good on anybody so 21 casinos responsible but everybody else is too the games casino guru for giving it a 9 which is just crap these guys are corrupt fully but that's where it stands now

They are simply not giving me my money back. If I talk to the chat they say wait I waited the 48 hours I waited the 48 hours my account I cannot get into I cannot login it just spins The hourglass round and round I cannot log in so how can I withdraw my money they are not accepting anything they're asking me for documents which I shouldn't even have to give because I deposited money to them they should be able to just send it right back to me but I sent in the documents proving who I am proving my banking approving everything they are simply just stealing my money this casino is a corrupt thief of a casino guru needs to change their rating from a 9 to a one or a zero they should actually be just saying don't ever go there because they are thieves and they steal from people and the gaming companies need to get on board with seeing that they are supporting people that want to steal they want their games played they've got enough casinos out there that they can do without these thieves and it's time that a company like casino guru flat out says this casino steals your money cuz anything different isn't the truth

Thank you for the update. I understand how frustrating this situation must be for you, and I appreciate you providing more details.

To help us better understand the casino’s actions and determine the next steps, could you please forward the emails you received from the casino, especially those regarding your refund request and account access issues? You can send them to my email at veronika.f@casino.guru.

Additionally, I would like to clarify a few things:

• Has the casino explained why your account remains inaccessible?
• When was the last communication you received from them, and did they give any further reason for the delay in processing your refund?

Regarding the casino's rating, our review team evaluates casinos based on multiple factors. If we receive sufficient evidence of serious misconduct, we will update our rating accordingly. Your case, along with others, will be taken into account in this process.

Once we receive the emails and further details, we will do our best to assist you in resolving this matter. Thank you for your patience and cooperation.

They are playing a dumb cat and mouse game.. one email goes from one relevant department to another relevant department saying that they don't really know until the documents have been received which they've been received over a week ago they are not doing anything to give me my money back this is not a withdrawal this is a refund as they put it cuz I would demanded it and I said I would get a refund and it would be immediate and it hasn't happened they are screwing around on purpose the emails are so vague you can tell the The laughing going on as they write it because it is bullshit between talking to the chat who doesn't know anything and they just say keep waiting while I waited the 48 hours at the ass so now I can't even access my account I still haven't been able to get into my account they can't even allow me to get into my account which they tell me in the email I can access the withdrawal request if I could get into my account but they won't allow me in they're doing nothing in their power whatsoever they're playing around they are thieves they're stealing the money and that's straight up what they're doing they're just hoping I give up and they are straight up thieves I can't say it anymore I've been emailing back and forth probably over 10 emails now of the same irrelevant crap just trying to tell me that some the relevant department is on it or it's not on it or it's not it's so stupid I feel taken

Please forward all communication between you and the casino’s customer support regarding the investigation of your account and the processing of your refund to veronika.f@casino.guru. Thank you for your cooperation.