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Slow Pay 21Nova Casino (WD issue)

Discussion in 'Casino Complaints - Non-Bonus Issues' started by awesker, Jun 2, 2015.

    Jun 2, 2015
  1. awesker

    awesker Dormant account

    i frequent a few online casinos some good some bad, So i decided to try out 21nova as i had noticed that they are owned by William Hill which i consider to be quite a reputable bookmakers.
    deposited (via paypal) and has a session lasting maybe 3-4 hours i was up a couple of thousand pounds so i thought id call it a day withdraw (via paypal) and redeposit when i get the money.
    seems like that is easier said than done i submitted the withdrawal on 28-05-15 @ 2:00am GMT i then got the usual request for docs which is to be expected which i submitted to them and they where accepted withing a few hours. so a few days had past and it was still pending i decided to contact there support via telephone and request it to be flushed and also for a time frame the support spoke very little English and seemed to not have much of an idea of what i was going on about. i then emailed the finance department to ask when i could expect to get my money, whats the hold up & why wouldnt they flush the funds to which i got this reply

    "In line with your £4,125.00 withdrawal that you have submitted last 28 May 2015 02:00, the normal processing time of the Casino, it will undergo the mandatory period of 4 business days for us to conduct the checks that we require to process your request. Additional days will depend on the payment method that you have used in which within 1-2 business days once we approved it.

    However, in your case, additional approvals are required which may increase your pending period since it's a big payment. Once we received the approvals, we will then process your request without any delays. A notice has been sent to you via email about the additional approval so that you are aware.

    With the timeframe of it, I am sorry but we can't commit the exact time on when it will get approved. It usually takes additional 24-48 hours the least.

    What we only require was the additional approvals to release your money as the documentation required were already accepted.

    I hope that I have answered your query and hoping for your consideration and understanding.

    Should you need any further help, don't hesitate to contact us."

    the message is not very well composed and skips numerous points i have raised it is now over 6 days since i submitted this withdrawal and its still pending.

    Is there anything i can do or say to get them to speed up this process.

    You're help + input would be appreciated thank you.
  2. Jun 2, 2015
  3. vorcirion

    vorcirion Experienced Member

    It hasn't been that long yet. Just be patient for now and see how it goes. It's not the most reputable casino but if you get your money in a week or so then it's okay enough imo. Just do not reverse your cashout or anything. Don't know what they mean by additional approvals...they didn't ask anything more from you or? Like some additional documents or whatever.
  4. Jun 2, 2015
  5. awesker

    awesker Dormant account


    no they have not requested anything more from me other than photo id with proof of address which i submitted and they accepted

    i decided to contact there support again to try and gain any information on a solid timeframe
    this is the response i got

    Marie Elizabeth: Apologies for the delay. Upon checking your account, our Security Team is requesting for an ID with address.
    Marie Elizabeth: In order to lift the restriction on your withdrawal.
    You: i have subbmitted that over 4 days ago
    You: and it was accepted by security

    Marie Elizabeth: I see. Let me check this one more time.
    Marie Elizabeth: Please give me a few minutes more to verify this information.

    We hereby confirm that we have received a legible copy of the following:

    * Photo ID

    Your cooperation has been greatly appreciated.

    Best regards,

    Security Department
    You: that was the message i got after sending photo id with my address on
    You: which was on the 30th of may

    Marie Elizabeth: No worries, I am currently in contact with our Security Team for this. Please give us a few minutes for this.
    You: ok
    Marie Elizabeth: Sorry to keep you waiting.
    Marie Elizabeth: Upon checking, the account is still undergoing a security check.
    You: ok and how long will this check that has taken over 6 days be?
    You: and when will i get my money and may i ask what security checks are taking this amount of time?
    You: ????

    Marie Elizabeth: Apologies for the delay.
    Marie Elizabeth: I'm trying to get the timeframe of this investigation.
    Marie Elizabeth: However there is no timeframe provided for this. You can check us back after 24-48 hours for follow-up. "
  6. Jun 2, 2015
  7. Gaz237

    Gaz237 Senior Member MM

    chelmsford UK

    Nothing else you can do for now.

    Just chill out for a couple of days.:thumbsup:
  8. Jun 2, 2015
  9. awesker

    awesker Dormant account

    yeah i will, I'll update in a couple of days to how this pans out
  10. Jun 3, 2015
  11. spintee

    spintee Meister Member webby mm2

    gambler :)
    Standard practise now days Im afraid, If they are related to casino you mentioned than you be ok, there checking records :~) of your game play, Its the stranded in this business and a bugger to us players,

    As long as no rules have been broke that all god, next withdraw will go threw much quicker, But I would not deposit again, You deposit a good amount and won, They should have you at top of list, If feking you about than go to another place that wil accept a loss if you win
  12. Jun 3, 2015
  13. cncas2123

    cncas2123 Senior Member MM

    I played there a while back, withdrew £1,500 but it was a long drawn out process, 3 or 4 days to validate my ID and documentation, 4 days in pending and eventually I got paid out. As others have said, sit tight, dont reverse and you will get paid eventually.
  14. Jun 4, 2015
  15. awesker

    awesker Dormant account

    thanks for the replys

    thanks for the reply's guys i contacted them today via phone as it has been 8 days since i made my withdrawal.
    Low and behold it is still on the account pending & reversible, i contacted support asked them why this was happening and they told me they was waiting for my identification so i gave them the time and date (30th may) which i submitted this and it was accepted,
    The reply from them was "my mistake, it seems the finance department are just doing a few more security checks it should not be longer than 24-48 hours more"
    i am utterly disgusted at this utter sham of a cash out system they refuse to flush the funds and the support makes up excuses

    utter utter sham of a casino

    will update when i finally get paid
  16. Jun 4, 2015
  17. 3jokers

    3jokers Webmeister webmeister

    Gambling Affiliate
    Pembroke, Malta
    I guess, they are hoping for you to reverse the withdraw, don't fall into their trap. 21Nova, earlier 32vegas, is a Playtech casino connected to Israel and the not so trusted Affiliates United, earlier CPays, affiliate program. My advice is not to play there again. William Hill used to be a trusted company, but since teaming up with Affiliates United, not so much anymore.
    1 person likes this.
  18. Jun 4, 2015
  19. awesker

    awesker Dormant account

    the overall experience was good to be honest but when it comes to getting the money back to me they just seem to take forever and a day
    i guess its time i look for a new casino preferably with good reviews here and an active rep here this site has been very helpful
  20. Jun 5, 2015
  21. awesker

    awesker Dormant account


    i have spoken to support today and they told me they are just doing a few more checks and that it shouldn't be no longer than next Thursday or Friday totaling 15 days

    is there anyone i can reach out to on here such as a rep please as this is the most awful experience i have ever had getting my hands on winnings

    thanks in advance for replys

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