No withdrawal limit on 21.com casinos terms, but they denied under 100e withdrawal

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Valtias_Multatuli

Valtias_Multatuli

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So I registered to 21.com and deposited 25e with trustly. Got 100% deposit bonus.

I then wagered through the 25x wagering, and ended up with 95,04e. 

Read their terms and conditions and there was no minimum withdrawal limit mentioned (usually on every other casino it's been 20e with trustly)

I then tried to make a withdrawal and it was denied. Went to the chat, and the customer service there told me that I could not withdraw an amount under 100e. I asked where in the terms is that mentioned, and their answer was that "there is no need to mention it anywhere, the casino has just decided so".

Is this even legal and what can I do?

 
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I don't know if I'm honest. If they haven't mentioned a minimum withdrawal then you should be able to withdraw. Also, having100 euros as a minimum withdrawal doesn't make sense. What about the low rollers who deposit £10 at a time? Do you have the live chat transcript?

 
Lemonsbluff said:
I don't know if I'm honest. If they haven't mentioned a minimum withdrawal then you should be able to withdraw. Also, having100 euros as a minimum withdrawal doesn't make sense. What about the low rollers who deposit £10 at a time? Do you have the live chat transcript?
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They had a minimum deposit of 25€ but yes I agree that a minimum 100€ cashout is pretty absurd nevertheless. 

And yes I have the chat transcript in my e-mail, though it is in finnish. 

 
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Hi all,

Thank you for your feedback.

We aim to give every single player a great experience on 21.com, including the low rollers. One reason to why the withdrawal limit is raised is to improve the payment services so that everything from transactions to KYC checks are handled quicker and smoother. 

We will look into if we can optimise this further without compromising the player experience.

Kind regards,
Alex

 
Alex_21com said:
Hi all,

Thank you for your feedback.

We aim to give every single player a great experience on 21.com, including the low rollers. One reason to why the withdrawal limit is raised is to improve the payment services so that everything from transactions to KYC checks are handled quicker and smoother. 

We will look into if we can optimise this further without compromising the player experience.

Kind regards,
Alex
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Hi Alex and thanks for answering behalf of the casino.

So you are saying that you think that a 25€ minimum deposit and a 100€ minimum cashout are in balance? And that there are some issues or obstacles to pay out amounts under a 100€? I find this odd because I have played on tens of other casinos and they haven't had the same issues or difficulties. 

Also I noticed that you have a 10€ withdrawal fee, so even if I had a 100€ balance and could withraw it, I still would only be getting 90€ to myself. I think that these terms are really not the way to go with low rollerss at all.

Guess I have two options here at this moment: I either play more and lose my money or make it over 100€, or then I just leave my account be for a while and wait for a possible changes to your policy in the future? Or do you agree?

 
thinking that changing terms to shit ones like 21.com has now i giving great experience EVEN for low rollers is just discusting ?never play there again for sure 

 
TheManbearpig said:
thinking that changing terms to shit ones like 21.com has now i giving great experience EVEN for low rollers is just discusting ?never play there again for sure 
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Hi @TheManbearpig

We launched a new brand quite recently; justspin.com. We could never have anticipated the volumes we have received and the stress this has put on the teams. The most heavily burdened team has been payments and fraud. Rather having to revise our withdrawal handling time to weeks, we opted to revise the amount users can withdraw. Is it optimal? No. Is it the best interim solution we could come up with? Maybe yes, maybe no.

What I can say is that we have more payment agents starting soon, in addition to looking at supporting services to automate several of the procedures, and we will revise this unbalance as soon as we can.

Kind regards,
Alex

 
Thanks to Alex for taking actions quite rapidly and sorting out my not so good initial experience with the withdrawals. (The playing experience itself worked quite nice on the casino.)

In my case the casino added 15 euros to my account so that I could make a withdrawal of 100e. So that also covered the 10e withdrawal fee. 

 
Valtias_Multatuli said:
Thanks to Alex for taking actions quite rapidly and sorting out my not so good initial experience with the withdrawals. (The playing experience itself worked quite nice on the casino.)

In my case the casino added 15 euros to my account so that I could make a withdrawal of 100e. So that also covered the 10e withdrawal fee. 
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That's good for you but not the thousands of other people who can't withdraw. Terms like that will ultimately put alot of players off. 

 
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10€ withdrawal fee on a minimum 100€ cash out option? Are you kiding me? 10%.... ?

its 2020 soon and taking 10 € fee for trustly is just pure greed. ?

 tenor.gif

 
@Alex_21com What on earth you telling to this guy !? That you have changed your terms and conditions but you dont even care to put it up there for your clients to know whats going on!? .......And what answer is that your customer service have given to this guy : "there is no need to mention it anywhere, the casino has just decided so". Yes !!! you do need to mention it,  as your customer is the one that need to know about such changes.

What a PATHETIC casino.!!!

Good that you have sorted his problem at the end but I guess so *Just because he raised the issue here as otherwise you should have not. *At list that is how it sounds like it*. 

Thank you @Valtias_Multatuli for sharing this with us, you saved me money and hassle to have to deal with this guys. !

 
Hi all,

I would like to thank you for the valuable feedback that we have received. 

Our mission is to provide a casino where you can play how you want without any fuss. Transparency and fairness is very important for us. This is why we have decided to decrease the withdrawal limit to €50 and the withdrawal fee to €3. 

Please feel free to PM me if you have any questions or concerns, and I will get back to you right away.

Kind regards
Alex

 
Alex I understand ur a rep for 21.com and as a rep u must stick to that mission u talking about.There is so many casinos avaiable and def 21 will go down on this list.

 
10€ withdrawal fee on a minimum 100€ cash out option? Are you kiding me?
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Exactly my thoughts. .. 

...I was very pissed about all of their Withdrawal-Rulez...
...so 21.com - if u want my Money - Change that crap pls...! ;p 

 
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