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21Bets Confiscated €3,292.93 and Cancelled Withdrawal Without Evidence

Complaint Summary

I am submitting this complaint against 21Bets after my withdrawal was cancelled and €3,292.93 was removed from my account balance.

Before this issue occurred, my account had already been fully verified by 21Bets.

I submitted multiple identity, address, card and bank documents, and most of them were accepted by the operator. My account displayed "KYC verified" status.

In addition, I had already completed three successful withdrawals of €500 each to my Volksbank account on:

17.03.2026

20.03.2026

24.03.2026

These withdrawals were processed successfully without any issues.

On 03.04.2026, I received an email from 21Bets informing me that my withdrawal had been cancelled and that the remaining amount of €3,292.93 had been confiscated.

In my account statement, this appears as "Taken to system" with a deduction of €3,292.93.

The operator referred only to general Terms & Conditions related to bonus abuse, VPN usage, duplicate accounts, fraudulent activity and unusual betting behaviour.

However, they never explained:

Which exact rule I allegedly violated

Which specific bets or account activity were problematic

Whether they believe I used bonuses incorrectly, used a VPN, had duplicate accounts or engaged in any other prohibited behaviour

What evidence they have to support their decision

I have contacted 21Bets several times and requested clarification, but I have not received any meaningful response.

I would like to clearly state that:

My account was fully verified

Most requested documents were accepted by 21Bets

I had already received three successful withdrawals before this issue occurred

I only used my normal German internet connection and did not attempt to hide my location

I did not use multiple accounts

I did not use bots or automated software

I did not submit forged documents

I did not intentionally violate any terms or conditions

I believe the confiscation of my balance is unfair and unsupported.

I am asking 21Bets to either:

Reinstate my account balance and process the withdrawal

Timeline

14.12.2025 – Identity documents submitted and accepted

February 2026 – Additional bank and card verification documents submitted and accepted

Account marked as fully KYC verified by 21Bets

17.03.2026 – Successful withdrawal of €500 to Volksbank account

20.03.2026 – Successful withdrawal of €500 to Volksbank account

24.03.2026 – Successful withdrawal of €500 to Volksbank account

03.04.2026 – Remaining balance of €3,292.93 removed as "Taken to system"

03.04.2026 – Withdrawal cancelled and confiscation email received

03.04.2026 – First clarification request sent to 21Bets

13.04.2026 – Formal dispute email sent requesting evidence and explanation

No meaningful response received

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear topber,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered. Please allow me to ask you a few questions so I can better understand the situation:

• Could you let us know how long your last successful withdrawal took to be processed?
• Which payment method did you use to withdraw your winnings? Was it the same method you used previously?
• Can you confirm whether you received any specific reason or supporting evidence from 21Bets regarding the cancellation of your withdrawal?
• Could you please confirm that you have not used a VPN while playing at the casino? Additionally, is there any possibility that someone from your household, or using the same IP address, has also created an account at this casino?

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

Best regards,

Petra