Hello CasinoGuru,

I am VERY frustrated with 21BET and I can't believe they are still operating.

I am Croatian customer and we have to use VPN, they closed my account(they named several reasons), one of them using of VPN, Why are they than accepting customers from Croatia ?

They asked me unnecessary documents on withdrawal, and closed account anyways.

Now, I can't withdrawal my deposit because it have to be over 100e.

That means I cant take them anyhow because if I continue to bet, they will again take my money.

I am writing here to close this site because it is fraud, I see many similar reviews and they are still operating ?!

This is FRAUD and UNJUSTICE, they don' desereve to still be open.

I don't have to get my money but I can't believe how no one didn't do something to close their site.

Hope this email will change something.

Thank you,

Bruno M. K.

Dear Brunomk98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with 21BET.

To better understand your situation, I would appreciate it if you could provide more specific details regarding your experience. Please consider the following questions:

• Can you clarify the reasons given by 21BET for the closure of your account? Please forward me the email you received from the casino at [email protected].
• What documents were requested from you during the withdrawal process?
• What types of games did you play? Were they slots, live casino games, or did you bet on sports only?
• Did you use a VPN frequently before your account was closed, and did you receive any warnings from the casino regarding this?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello, thanks for answer.

I was using VPN frequently and did not get any warnings.

Atm i can’t login anymore in account, tried desktop and says wrong password or email.

I was betting on sport.

They asked for multiple documents, to verifiy adress, ID and bank proofs.

Why were they asking that if they closed my account anyway..can’t see anymore because are uploaded on site.

i will post screenshots of mail here, if u want I can forward on mail also.

thanks

Could you please forward me the documents you sent to the casino for verification at [email protected]?

Also, is there any chance that someone from your household also created an account at this casino? Have you been playing at this casino with your friends or relatives?

Did you play with or without a bonus?

Dear Brunomk98,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you very much, Brunomk98, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Brunomk98,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 21bets Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Given that the casino is licensed under the Cura?ao Gaming Control Board, which currently does not have a formal procedure for handling complaints, there is no regulatory authority to escalate this matter to. I understand this is not the outcome you were hoping for. However, as previously mentioned, the unresolved status of this complaint will negatively impact the casino’s rating, potentially encouraging them to reconsider their approach. If the casino chooses to respond in the future, we will reopen the complaint and notify you by email.

Best regards,

Michal V