Baptism by Fire - success 21Casino enters the flames!

[colinsunderland]

do you accept paypal?and who long it takes for cashout on paypal..p.s. most of casinos cashout on paypal is 5min (Videoslot and Rizk) to 2hrs.what's on 21Casino?

In case the rep isn't round over the holiday weekend, they accept paypal from the uk at least, and there is a 48 hour pending period, unless thats changed very recently.

 

[bamberfishcake]

Is this the standard answer live chat are taught during training? It’s the only answer I ever get and IT NEVER MAKES A BIT OF DIFFERENCE.

I had to chuckle to myself when i read this although its not really that funny. I think its my coping mechanism from having the same experience numerous times.

There seems to be an ignorant flippancy to the treatment from live chat with some casinos, i didnt have that with 21casino but i definitely feel your pain.

On the whole, in my experience, the majority of the casinos suffer from a lack of training and professionalism.

 

[Maja Branders Partners]

do you accept paypal?and who long it takes for cashout on paypal..p.s. most of casinos cashout on paypal is 5min (Videoslot and Rizk) to 2hrs.what's on 21Casino?

Hi @GameRoom sorry for a delay in my answer as @colinsunderland said, we do accept PayPal in UK. As for the withdrawal time, this was already a topic earlier - we are working on the automated withdrawals so the cashout can be really fast on e-wallets. Until we have that tech in place the processing time is 48h.

 

[Maja Branders Partners]

I played at 21 yesterday and everything was okay until I triggered a bonus on book of gods. On loading the bonus the game crashes. Reload (btg so recovering game) game crashed.

Go to live chat and explain the situation. I get told change your browser to Google Chrome and delete cache and cookies. Is this the standard answer live chat are taught during training? It’s the only answer I ever get and IT NEVER MAKES A BIT OF DIFFERENCE.

There was also a big language problem where I kept mentioning bonus round and kept getting told I had to play cash funds first. Anyway I changed to Chrome and as I suspected made no difference so back to live chat. Different person so explain it all again and it has been passed on to the relevant department.

I appreciate things go wrong and malfunctions happen but when they do it’s the speed and professionalism, my issue is dealt with that counts. This was 40 minutes that felt like it should have taken 10 to have arrived at the same outcome.

I play slots everyday and I doubt I have ever been on live chat more than 20 times ever. That’s the way I like it so having this occur a couple of days into a new experience is unfortunate but these things happen. All I need now is for them to say it paid x10. What’s the betting?

Hi @snorky510238
I'm sorry you had this experience and you had to spend 20 min. in conversation with CS.
Unfortunately, malfunctions with games are happening sometime and it's never pleasant.
I hope you had a good run after this happened and I wish you good luck in any of your casino experiences - big winnings and no tech issues

 

[snorky510238]

Hi @snorky510238
I'm sorry you had this experience and you had to spend 20 min. in conversation with CS.
Unfortunately, malfunctions with games are happening sometime and it's never pleasant.
I hope you had a good run after this happened and I wish you good luck in any of your casino experiences - big winnings and no tech issues

To be honest I took a bonus so I have a problem. I have lost the cash part of my deposit since then which has left me with just the bonus funds.

If I start playing the bonus funds and receive the outcome of the malfunction (should it be favourable) I will have to wager it before I can withdraw. Therefore until I know the outcome I am reluctant to play there.

 

[jumboshrimp]

I registered but I got a pop up saying you are banned yet fruitycasa has unblocked me. Send an email and it says to come on live chat but I can't access livechat. I am in a loop.:xxx:

 

[Maja Branders Partners]

@snorky510238
I have investigated a bit and I found out that there is an outcome to the malfunction, you should have an email from CS. It is confirmed that the malfunction happened on the Play N’Go side. You could continue to play with bonus money as any debit taken from cash account resulting in a credit is returned to the cash account and any debit taken from bonus funds is returned as bonus funds.

 

[snorky510238]

@snorky510238
I have investigated a bit and I found out that there is an outcome to the malfunction, you should have an email from CS. It is confirmed that the malfunction happened on the Play N’Go side. You could continue to play with bonus money as any debit taken from cash account resulting in a credit is returned to the cash account and any debit taken from bonus funds is returned as bonus funds.

Okay thanks for that. I refrained from playing as I thought it might complicate matters If I started playing the bonus funds. In as much as if you withdraw from the cash deposit you lose the bonus funds so if you were to try and withdraw retrospectively once you had started playing the bonus funds I am not sure how that would work as it’s a bit of a unique situation.

Anyway if it has been sorted there’s no issue. Thanks for letting me know.

 

[snorky510238]

@snorky510238
I have investigated a bit and I found out that there is an outcome to the malfunction, you should have an email from CS. It is confirmed that the malfunction happened on the Play N’Go side. You could continue to play with bonus money as any debit taken from cash account resulting in a credit is returned to the cash account and any debit taken from bonus funds is returned as bonus funds.

Hi @Maja Branders Partners

I have received the email saying that 40p has been added to my account. Are you sure that this is the same issue?

My issue was regarding the outcome of a bonus round that I could not play out on the game book of gods which is a BTG game and not Play N’ Go.

I had a 40p win on triggering the bonus which means the bonus itself paid 0 is that correct?

 

[Maja Branders Partners]

Hi @Maja Branders Partners

I have received the email saying that 40p has been added to my account. Are you sure that this is the same issue?

My issue was regarding the outcome of a bonus round that I could not play out on the game book of gods which is a BTG game and not Play N’ Go.

I had a 40p win on triggering the bonus which means the bonus itself paid 0 is that correct?

I'm sorry for writting Play N' Go, this was my mistake, my brain works in mysterious ways
I've been told that the malfunction was on the provider side, the rest is history.

I can confirm that our CS agent escalated the game query to NYX who we get BTG games from (they act as an aggregator). If you'd like to discuss further you can reply to the email as I do not have a direct line of communication to the game provider.

 

[The Dude]

I registered but I got a pop up saying you are banned yet fruitycasa has unblocked me. Send an email and it says to come on live chat but I can't access livechat. I am in a loop.:xxx:

Hi jumboshrimp - just a reminder - please be respectful towards our casino representatives and their customer service. Thank you.

 

[jumboshrimp]

Hi jumboshrimp - just a reminder - please be respectful towards our casino representatives and their customer service. Thank you.

I was never disrespectful to their customer service and I don't think I am being so to Maja. She hasn't answered pm, she doesn't seem to be representing them just a higher form of an affiliate imo. Sell. sell. sell but not to me. I assume she has blocked me but they won't answer me just abig runaround with no answers?? that is the reason for using your emoji. Point taken CM.

 

[Maja Branders Partners]

I registered but I got a pop up saying you are banned yet fruitycasa has unblocked me. Send an email and it says to come on live chat but I can't access livechat. I am in a loop.:xxx:

@jumboshrimp your Fruity Casa account wasn't "unblocked", as it was closed on your initiative back in the days. When you requested the account to be reactivated, it was reviewed and you have been informed in email that your account will not be reactivated. That is the reason you can't create an account with 21 Casino or any other casino in our network. You aren't in a loop.

 

[snorky510238]

I'm sorry for writting Play N' Go, this was my mistake, my brain works in mysterious ways
I've been told that the malfunction was on the provider side, the rest is history.

I can confirm that our CS agent escalated the game query to NYX who we get BTG games from (they act as an aggregator). If you'd like to discuss further you can reply to the email as I do not have a direct line of communication to the game provider.

Hi

I have replied to the email but heard nothing since. Can you confirm that the issue was raised with NYX and that the total cash won in the bonus round was 40p please. I want to make sure I am understanding this correctly.

 

[Playford7]

Hi

I have replied to the email but heard nothing since. Can you confirm that the issue was raised with NYX and that the total cash won in the bonus round was 40p please. I want to make sure I am understanding this correctly.

Lol how lovely a zero paying bonus but you got your 40p stake back
Result haha

 

[Maja Branders Partners]

Hi

I have replied to the email but heard nothing since. Can you confirm that the issue was raised with NYX and that the total cash won in the bonus round was 40p please. I want to make sure I am understanding this correctly.

Hi @snorky510238
I followed up on your request. The result you got (40p) was concluded by the game provider and that is what was awarded as a result.
On my request from our CS to revisit your request with the game provider, this is what I have learned:
Our CS cannot re-escalate this directly from the support, they can do it after the unsatisfied player escalates this trough "complaints" by sending an email to [email protected] with his dispute.

 

[GameRoom]

Hi @GameRoom sorry for a delay in my answer as @colinsunderland said, we do accept PayPal in UK. As for the withdrawal time, this was already a topic earlier - we are working on the automated withdrawals so the cashout can be really fast on e-wallets. Until we have that tech in place the processing time is 48h.

Wagering on 21 it say 35x is that max bonus £300x35=10500? or I need to wager my deposit £1000 plus bonus £300 wagering 1300x35=£45500 wagering in total ?

 

[Maja Branders Partners]

Wagering on 21 it say 35x is that max bonus £300x35=10500? or I need to wager my deposit £1000 plus bonus £300 wagering 1300x35=£45500 wagering in total ?

Hi @GameRoom
We have a parachute bonus, the wagering requirements are only for the bonus not the deposit.

 

[GameRoom]

Hi @GameRoom
We have a parachute bonus, the wagering requirements are only for the bonus not the deposit.

Thank you Love to play on @21Casino lots of good game very good RTP...only one think cashout way to long for paypal...
my last night win

 

[mitak11]

 

[mitak11]

This casino is great. I already gave feedback on how good it is and how happy I am to play it. This is from a minute ago-NAPOLEON

 

[Slots100]

can you please add Capitaan Ventura Dolphins Pers deluxe book of ra dragon Treasure Vampires madam destiny the dog house razore shark aztec gold megaways Rick morty megaways Gorilla gold megaways cubes wild west gold and some more book games please thank you

 

[GameRoom]

Hi @GameRoom
We have a parachute bonus, the wagering requirements are only for the bonus not the deposit.

I play last night and won 21casino was nice love it...But waiting for paypal withdraw 48hrs or 72hrs way to long,only think what is putting me off to play again..hope you guys will deal with it and do withdraw on paypal in 5min to 1hrs like lot of other casinos are doing,I be back for sure and play again when you guys have good withdraw time on paypal..till than stay safe

 

[Maja Branders Partners]

Thank you Love to play on @21Casino lots of good game very good RTP...only one think cashout way to long for paypal...
my last night win View attachment 129820

@GameRoom
Congratulations
Yeah, all members on the forum agree with you when it comes to a long cash-out. We are working on it and I cannot wait to announce it here once the fast cash-out tech is in place...

 

[GameRoom]

@GameRoom
Congratulations
Yeah, all members on the forum agree with you when it comes to a long cash-out. We are working on it and I cannot wait to announce it here once the fast cash-out tech is in place...

thank you,Surprised I withdraw 29 april like 3 am got pay today 3pm

 

[momoneymoproblems]

I like the casino. I didnt take the joining bonuses and made a deposit by paypal. Good selection of games. So far so good. My winnings are pending for 48 hours so will see when I get them in PayPal.

 

[Mouse75]

I joined 21casino yesterday with a modest deposit, faffed around for a good few hours and made a profitable withdrawal - timescale to be confirmed.

I find the layout great, and love the info which appears when you hover over a game, RTP, volatility etc.

One thing not abundantly obvious on the site is how and where to send verification docs - this is not even made clear when you ask for a withdrawal, i had to confirm by chat where to send documents. I feel this does deter slightly from the set up, and can potentially lead to new or inexperienced players facing delays in receiving withdrawals.

Seems like a site I would happily use in future.

 

[GameRoom]

I joined 21casino yesterday with a modest deposit, faffed around for a good few hours and made a profitable withdrawal - timescale to be confirmed.

I find the layout great, and love the info which appears when you hover over a game, RTP, volatility etc.

One thing not abundantly obvious on the site is how and where to send verification docs - this is not even made clear when you ask for a withdrawal, i had to confirm by chat where to send documents. I feel this does deter slightly from the set up, and can potentially lead to new or inexperienced players facing delays in receiving withdrawals.

Seems like a site I would happily use in future.

Congrat on you win....you need to send on this email [email protected] myself I was told to send on this email after 48hrs got verify

 

[Mouse75]

Congrat on you win....you need to send on this email [email protected] myself I was told to send on this email after 48hrs got verify
View attachment 129979

Thanks - chat told me SUPPORT - I will forward to accounts as well. Not massive - but a win is a win!

 

[GameRoom]

Thanks - chat told me SUPPORT - I will forward to accounts as well. Not massive - but a win is a win!

sure,I cool down for 4 day till I get pay,coz we cant lock cashout,but I all ready got pay after 24 hrs on paypal

 

[GameRoom]

@GameRoom
Congratulations
Yeah, all members on the forum agree with you when it comes to a long cash-out. We are working on it and I cannot wait to announce it here once the fast cash-out tech is in place...

Hello Maja
regards monday and tuesday bonus,If I deposit monday £500 I get 21% bonus,and I do same on Tuesday £500 deposit I get another 21%?
P.S. so my balance include bonus will be £1210 ?
Can you please add some Pragmatic games Please..I miss the dog house wild west gold and some others....Last think will be best to start wagering from start not wait till we hit bonus money,is not easy to do 35x on only bonus money special when max bet is only £5

 

[The Dude]

Hi all - it looks like 21Casino has been doing a pretty good job getting through the BBF process. Are they ready to be Accredited? I say "yea" - what say you?

Any naysayers, please make yourself known. Thanks!

 

[geordiecolin]

I would be happy to see this casino be accredited as they have an actic rep still who is willing to address any issues and I was very happy with the way they delt with my subscription,docs and withdrawal.
We should always encourage interaction and participation of casinos because the evidence is that most simply want the accolade then become almost invisable to us.
Please 21casino do not be like them

 

[bamberfishcake]

Yes from me. I had a similar experience to Colin.

High level RTP and a good range of games. Live chat were responsive and site smooth. Payout time has been raised and is being considered. Rep has been active and is not scared to discuss points raised.

Would prefer if some previous issues of community members could be looked into as a gesture of acceptance?

I appreciate your access is limited but as a rep i would like to think you can help get issues resolved that become a little tricky or are out of the norm.

Echo Col's concerns that once accredited please stick around

 

[Maja Branders Partners]

Yes from me. I had a similar experience to Colin.

High level RTP and a good range of games. Live chat were responsive and site smooth. Payout time has been raised and is being considered. Rep has been active and is not scared to discuss points raised.

Would prefer if some previous issues of community members could be looked into as a gesture of acceptance?

I appreciate your access is limited but as a rep i would like to think you can help get issues resolved that become a little tricky or are out of the norm.

Echo Col's concerns that once accredited please stick around

Thanks @bamberfishcake
I would gladly look into the previous issues, not as a gesture of 21 Casino being accepted but because you guys really went beyond in giving us your feedback and supporting me as a new member of the forum as a representative. I'm really grateful for this experience and for this emoji

 

[The Dude]

And they are good to go. Closing this thread and you can continue here
Newly Accredited - 21Casino cuts the mustard

Congrats!