21casino cannot withdraw with skrill

ktruo123

Newbie member
Joined
Jan 9, 2017
Location
goodwood heights
Hi I hope everybody have a good Xmas.

I've been playing on 21casino for a while now and I just happened to be in a winning position for the 2nd time. I made a $2000 Withdraw and even went on live chat to get confirmation that everything would be fine. I was confirmed that I would receive my withdraw within 24 hrs.

24 hours have arrived and nothing so I went back on chat and was told the 2000 would be refunded back into my account. I emailed the loyalty department and was told skrill had technical problems, and I should set another withdraw method.

Technical problems again? I don't think so, I manage to withdraw to skrill on other casinos and I also have contacted skrill before and they said my skrill account is fine.

I do not wish to choose another withdraw method, I chose skrill and put up with their ridiculous fees for those reasons. It is stated that withdraw would be the same method as deposits, so if they are able to accept my deposits via skrill I'm expecting my withdraw with skrill. If they cannot keep good with there own terms and conditons than refund all the money that I have deposited with skrill?
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
They are lying, support is terrible at WHG sites.
They told me they can process to Skrill after lying to me more than once, then ignored my email and sent it to the bank anyway. Still waiting for a reply to my email from 16th December about it.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
just wait a little bit
don't reverse withdraw
just go do something else for the next 24 hours
wait for what? They have lied to him and said they cannot process to skrill and funds will be returned to his account, why will waiting 24 hours change that? I've been waiting since the 16th and nothing has changed.
 

ktruo123

Newbie member
Joined
Jan 9, 2017
Location
goodwood heights
Hey Jack,

Lee here again from 21 Casino :)

Firstly, I'm sorry to hear this is how you feel!

Unfortunately, this was due to a technical issue on Skrill's side, however, my payments have advised me that the next time that you have a pending withdrawal, please let me know, and they will ensure that they process it manually for you, to avoid any problems in the future.

As a good will gesture, I have credited your Casino account with a $25,- bonus. As always, should you wish to view the terms and conditions for this bonus, then please look at the bottom of this email.

Enjoy Jack and I hope you have a nice week :)


Kind regards,

Lee
Account Manager
 

ktruo123

Newbie member
Joined
Jan 9, 2017
Location
goodwood heights
Why are they always saying technical issue on skrill side.. like I said before other casinos have no issue and skrill also said no issue..

And the thing is, I did email Lee when I withdraw..

Grrrrrrr
 

pinnit2014

Meister Member
PABnoaccred
mm1
Joined
Dec 13, 2014
Location
Glasgow and Home - N Ireland
If you deposit with PayPal as well it was taking hours to credit to the balance on the casino a/c (may have fixed now) - CS will tell you to ( :laugh: ) go make 'another' deposit but in incognito mode (wtf?). Painful experience telling them that if you wanted to deposit 200, not 100, you would have and how will that that hep the first deposit; magically push it through?

I was also under the impression the w/d at 21 were automated as they were pretty much instant; no biggie (yet) but one from yesterday is still pending.

So in summary, they were talking nonsense when they said they simply couldn't process back to Skrill? Good to know :)
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
HI @ktruo123 ,

Hope you had a good Christmas too and I wish you a Happy New Year; and to all the rest of you too. Unfortunately the above is true, we are experiencing occasional technical issues with Skrill but we expect this to be resolved in due course by moving the payment processing from our current one to a new one.

We are also aware of the delay when depositing with PayPal. The cashier we use is where the delay occurs, it is debited from PayPal, routed through the cashier and then credited to your casino account. They have informed us this delay will be fixed mid January, we of course hope that is the case.

As for cash outs being automated, a certain % of them are automated, but not all of them. This is done by our automation following a certain set of rules such as no KYC needed, closed loop and so on. If all rules are 'yes' then it is processed automatically, if not then it still goes for manual review and processing. We are working on expanding the rule parameters to increase the amount that are automated; anything that needs less manual work is also better for us as we ll as being a better experience for the player so it's a win win situation.

Regards,

Jack
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
HI @ktruo123 ,

Hope you had a good Christmas too and I wish you a Happy New Year; and to all the rest of you too. Unfortunately the above is true, we are experiencing occasional technical issues with Skrill but we expect this to be resolved in due course by moving the payment processing from our current one to a new one.

We are also aware of the delay when depositing with PayPal. The cashier we use is where the delay occurs, it is debited from PayPal, routed through the cashier and then credited to your casino account. They have informed us this delay will be fixed mid January, we of course hope that is the case.

As for cash outs being automated, a certain % of them are automated, but not all of them. This is done by our automation following a certain set of rules such as no KYC needed, closed loop and so on. If all rules are 'yes' then it is processed automatically, if not then it still goes for manual review and processing. We are working on expanding the rule parameters to increase the amount that are automated; anything that needs less manual work is also better for us as we ll as being a better experience for the player so it's a win win situation.

Regards,

Jack
Is live chat casino specific or is it WHG live chat? Same question regarding email support :)
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
Hi Colin,

Both customer support via live chat and email is centralised within WHG for all casinos and not casino specific.

Regards,

Jack.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Colin,

Both customer support via live chat and email is centralised within WHG for all casinos and not casino specific.

Regards,

Jack.
Thought so.
They are liars and rubbish.
Wasn't with one of your casinos, but another WHG one.
 

ktruo123

Newbie member
Joined
Jan 9, 2017
Location
goodwood heights
hi jack

like i stated before this is not the first time that it has happened. a few months prior to this i also was in a winning position and withdraw, i was given the same response as this time.

i talked to skrill vip and they said everything is ok. ive also managed to withdraw on other casino's with skrill.

why weren't we notified about this, if your able to take our deposit why can't you process our withdraws as well. isn't this some kind of breach of any gaming rules? you have issues withdraw but yet you still accept our deposit? if it's been like this, than i should recieve all the money i've deposited with 21casino.

for months and months i've been depositing.. only once in a blue moon i can withdraw. yet due to techinical difficulty? and the worse bit was i just got a $25 bonus. thats just like a slap on the face
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
Hi ktruo123,

I see you have had/are having correspondence with customer support as well as your loyalty manager relating to this. It would be best if you continue to ask your questions there to keep it centralised and it is the proper channel to discuss account related queries.

Regards,

Jack.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi ktruo123,

I see you have had/are having correspondence with customer support as well as your loyalty manager relating to this. It would be best if you continue to ask your questions there to keep it centralised and it is the proper channel to discuss account related queries.

Regards,

Jack.
I'm still waiting for a reply to my email of 16th December, your customer service is a complete joke.
Perhaps you can explain why, after telling me you would send my withdrawal to Skrill, you completely ignored it and sent it by bank transfer?
 

irish-ranger

Senior Member
MM
Joined
Sep 1, 2018
Location
United Kingdom
I see the issues with Bonanza still haven't been sorted crashed today in the bonus and was unable to re load the game until I got home on the wi fi..
Customer service was as useful as a "chocolate fire guard" the usual delete cookies etc
 

jacksparks

Affiliate Manager for Accredited Casinos
Joined
Jun 17, 2020
Location
Malta
I'm still waiting for a reply to my email of 16th December, your customer service is a complete joke.
Perhaps you can explain why, after telling me you would send my withdrawal to Skrill, you completely ignored it and sent it by bank transfer?
Hi Colin,

Unfortunately I can't explain or assist. As you stated it was on another brand, not sure if they have a rep here or not.

Regards,

Jack.
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Hi Colin,

Unfortunately I can't explain or assist. As you stated it was on another brand, not sure if they have a rep here or not.

Regards,

Jack.
yes my apologies, it was, got the threads mixed up, still the same customer service people though, and the exact same problem
 

ktruo123

Newbie member
Joined
Jan 9, 2017
Location
goodwood heights
Ok guys please help on this one..

It has happened again.. i was assured by lee from the loyalty department that this issue is fixed and i wouldnt have an issue with my next withdraw.

I made a withdraw just a couple hours ago and the same thing has happen. They said that skrill keeps on rejecting the payment. I immediately called up skrill and they confirmed for me that my account is open and fully verified. And they cannot see any transaction coming in from white hat gaming.

A few days ago i made a withdraw from bitstarz and it was fine..

Do you think 21casino are purposely doing this to me?
 
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