21Nova Casino - O jogador está lutando para retirar seus ganhos.

I deposited € 24 through neteller and these were not sucked into my game account, I immediately emailed the customer service and the answer was that there is a problem with neteller. I asked neteller about it and they replied that the problem is 21nova away.

After a few emails and three days, 21nova "found" my deposit somewhere and added it to my game account.

I managed to win € 170, sent the necessary documents (they have been approved) but still I am not able to repatriate my winnings to neteller.

Initially, the customer service replied that I have not registered with the same phone number for the casino as in the neteller information (which is not the case) and as a result the withdrawal cannot be handled. After sending a screenshot to customer service to find them talking about wood hay, the response to my posts stopped completely.

Today I received an email that I should either deposit more money with a neteller or a debit card that I can cash out because they have missed something 😀

I would not recommend this casino to anyone and I think I will never get mine out of here ever.

Talletin 24€ netellerin kautta ja näitä ei imestynyt pelitililleni, laitoin heti asiakaspalveluun sähköpostia asiasta ja sieltä vastattiin että ongelma on netellerissä. Kysyin asiasta netelleriltä, niin he vastasivat että ongelma on 21novan päässä.

Muutaman sähköpostin ja kolmen päivän kuluttua 21nova "löysi" talletukseni jostain ja lisäsi sen pelitililleni.

Onnistuin voittamaan 170€, lähetin tarvittavat dokumentit (ne on hyväksytty) mutta silti en pysty kotiuttamaan voittojani netelleriin.

Aluksi asiakaspalvelu vastasi, että en ole rekisteröitynyt samalla puhelinnumerolla casinolle, kun netellerin tiedoissa (mikä ei pidä paikkaansa) ja tämän johdosta kotiutusta ei voi hoitaa. Lähetettyäni screenshotin asiakaspalveluun todetakseni heidän puhuvan puuta heinää, niin vastailu viesteihini loppui kokonaan.

Tänään sain sähköpostin, että minun pitäisi joko tallettaa lisää rahaa netellerillä tai pankkikortilla että voin kotiuttaa, koska he ovat kämmänneet jotain 😀

En suosittele tätä kasinoa kenellekkään ja luulen etten tule saamaan omiani ulos täältä ikinä.

Dear Mikko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that this was your first attempt to withdraw? Have you considered making the second deposit as suggested by the casino?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

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

Best regards,

Kristina

Yes this my firstntime trying to withdraw.

And no, im not going to deposit any more money on this casino

Thank you very much Mikko for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I will now try to contact the casino and let them know about your issue.

31.03.2021 i received email like this:

I send asked documents and got answer like this:

But still cant withdraw 😀

Today i received message like this. I think I need to wait my withdraw about month or more 😀 I'll update here if they withdraw it manual for me, as they promise.

Unfortunately we haven't receive any direct respond from the casino but it seems they are doing everything to resolve your issue. Please keep us updated.

Received my money today. You can close the case, but i hope you give this casino black points, so nobody else have to experience same as me

Dear Mikko,

Thank you for letting us know that your issue have been resolved. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly try to help. The complaint will now be closed.

Best regards,

Nick

Casino.guru