Slow Pay 21 Casino Stalling?

[sandman748]

First withdrawal for me from this site and starting to feel like they are stalling on me. Account is verified. First it was 48 hours, then it 48 hours excluding weekends, now its 72 hours excluding weekend because its my first withdrawal.

Is this unusual for 21 casino? The Casinomeister review says 24 hours pending, and weekend payouts. Support has told me it is 48 hours pending (or apparently longer) and no weekend cashouts.

Hope its unusual as I otherwise like this site. High RTP on PNG, more game selection than my usual site.

 

[danofthewibble]

Not unusual - they’ll pay you if all is in order. No need to worry at this point.

 

[sandman748]

It has now been 5 days and no payment. Withdrawal is still able to reversed. Today the excuse was that they need me to send my documents again. The same documents that they acknowledge already receiving, but its a for a different department. And now there is no timeframe for how long this will take.

They couldn't tell me they needed docs in the last two chats I had? They can't share the exact same docs I previously sent to this other department? They can't move the withdrawal from pending state to something irreversible while this "other department" does their thing?

This is stalling pure and simple. Hope others see this and choose to play elsewhere. There are sites out there that pay in less than 10 mins. I'll take 94% RTP over not getting paid

 

[danofthewibble]

Actually, I may have got the casino confused with another similarly named one. If you’re still having trouble, open a complaint here.

 

[sandman748]

In hindsight my previous post was a little harsh. I should not post when angry. That said I still feel like this is just stalling under the guise of KYC requirements. There is no reason why any of this should be taking this long.

I started the withdraw at 4am on Thursday. Got a needs verification email. Uploaded docs via website. Got an account verified email. Redid my withdraw and received an automated may take up to 48 hours email.

Chat in Saturday at 9am after 48 hours. Was told weekend didn't count (they had two full business days Thursday and Friday but...)
Chat in Monday at 9am after 48 hours excluding weekends. Was told its actually 72 hours.
Chat in Tuesday at 9am and told I need to send the same docs over again because some other department needed them.

If they needed the docs from the get go for whatever reason, why wait 5 days to ask for them. And why do I have to hound them to make things move forward. I've now had those docs verified (again I guess?) and now they want bank statements. Fair enough, I haven't sent those yet and its not uncommon for them to ask for this.

It's an accredited casino, so I'm confident it will all work out and it seems progress is being made at least. But It really does feel like stalling and isn't in line at all with the expectations set in the casinomeister review.

 

[sandman748]

7 full days now and still nothing. No excuse from support today. Just "keep waiting and chat back in 48 hours"

Still reversible.

 

[sandman748]

@jacksparks

8 days. Still pending...... I think I have been (im)patient enough. Can you please help?

 

[jacksparks]

Hey @sandman748 , I asked the team to check the status of your withdrawal. They informed me that your withdrawal is now with interac and they should process it today. You'll have your funds soon, apologies for the time frame on this one. .

Regards,

Jack

 

[sandman748]

@jacksparks - Thank you for following up. I followed up with Gigadat and this is their response.

"Hello,

We are currently awaiting approval from your merchants payments team to process withdrawals from them.

For further assistance with this inquiry, please contact your merchant's payments team specifically, as they are best equipped to provide further information."

It seems they received the request from you guys two days ago but are still waiting for something from your team to proceed.

If it's just a matter of time and I need to wait, so be it. But my withdrawal is still reversible in my account, so it really seems like there is still something to be done on 21casino's end. Logically it seems odd to me that I could still reverse a withdraw if it has already sent to the provider for processing.

 

[sandman748]

@jacksparks

I'm sorry to have to keep bugging you but I still havent received anything and chat support is still giving me the runaround saying it could take up to 10 days for my bank to process. Gigadat processes within 24 hours of being approved by the merchant. Its now been 11 days. Gigadat says they are waiting for payments team to approve the withdrawal. My withdrawal is still reversible. I would appreciate some help here as this is going nowhere and its not a small amount of money I'm waiting for.

I'm pretty sure chat support isn't even bringing this issue to the attention of the payments team

 

[jacksparks]

Morning @sandman748 ,

Sorry for going AWOL yesterday. I was in touch with our payments team internally to get information for your case as I do not have direct access. We decided it would be best to cut out the middleman and have them email you directly which I see they have. You should get it resolved most efficiently this way.

Best,
Jack

 

[sandman748]

@jacksparks

Thank you for assistance. Middleman or not, I wasn't getting anywhere until you got involved. I just received the SMS from Gigadat that the money will be sent to me tomorrow so again; Thank You, I really appreciate it.

 

[jacksparks]

hey @sandman748 , no problems at all. That's what im here for. Glad it was resolved . Once again apologies for the time frame on it too.