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See what reviewers are saying
Making a withdrawal takes up to two weeks. Once you request it you get a request for ID verification. Which is ok, except that a different request comes every other day, rather than all in one go (o... See more
Company replied
Received great service today! New to the casino! Deposited £50 come away with just under £3000! Spoke to Claudia on LiveChat to find out how long the withdrawal process was and within seconds of speak... See more
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what a joke they hold me hours to just give me " welcome 1ST DEPOSIT BONUS " and after depositing i got nothing 0 . i have to wait another hour for live chat so they gonna bring excuses why they don... See more
Company replied
Company details
Information provided by various external sources
21.co.uk is a premium Online Casino and Live Casino TV brand. Get a £10 Free No Deposit Bonus when you join. 21.co.uk is a quality online casino and live casino site. There's a huge selection of the best casino games including live casino classics and modern slots with weekly offers and promotions. 21.co.uk also has an online sportsbook with odds on the biggest sporting events. Players can bet on the Premier League or spin the VIP roulette tables with the best croupiers. All new players can claim a £10 No Deposit Bonus to take to the live casino lobby or play on slots. Our live casino is that good we have our own Live Casino TV show on Channel 5, where you can play the amazing Live Blaze Roulette. T&Cs apply. 18+, www.begambleaware.org
Contact info
United Kingdom
- support@21.co.uk
- 21.co.uk
You should know
2.2
Poor
1K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 48 hours
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Read the t&cs!!!
Been using 21.co.uk for over a year now. Have spent thousands with them and have been recommending them to all my friends which many have joined the site. Up until now they have been the best site I have ever played on. A very user friendly interface and a nice RTP ratio.
Today, my partner set an account up so she could have a go at it for the first time. She’s never really been into gambling but since I do it both online and in person frequently she wanted to see what it’s about. Unknown to me at the time, I made the mistake of funding her first time using my bank card in my name (our joint account). What a massive mistake this was. I’d deposited £500 for her to sit and play with just so she could get to grips with it and do what she liked.
Of course like most times. Beginners luck set in and she won £1800 back. Thinking not too much of it I then actioned a withdrawal from her account as she didn’t know how to do it herself. I withdrew the winnings onto the same card used to deposit.
Randomly an hour later both my account and her account got suspended and we both received emails saying additional verification is needed. The verification asked for was the bank card used to deposit for both accounts. So I sent a photo of the front and back.
I then attempted to log into my account which was still showing as suspended. I messaged live support who promptly reactivated my account. I asked my partner to try and log into hers but that was also still showing as suspended. When I reached out to live support I was then met with the issue that had caused all of this. I was told my partner was now banned from 21.co.uk and all casinos associated with the LeoVegas brand.
The winnings had been forfeited and we was told that due to the card used to deposit the funds wasn’t in the same name as the account name it breached there terms and conditions. A very very silly mistake from me.
However I assumed all money had been lost but quite nicely of them they did return the deposited funds so I do think that somewhat dampens the blow! But it’s still not great that we lost out on the other £1300 because the bank card doesn’t have my partners name even though it’s our joint account.
A lesson learnt and a mistake I will not be making again. For such a large company I can’t imagine it would make much of an impact if any but I will also be shutting down all accounts associated with the LeoVegas brand. It has left a very sour taste and just don’t believe it’s fair. I’m not even able to dispute it.
Moral of the story. Always read the small prints.
14 August 2024
Unprompted review
Reply from 21.co.uk
We understand your frustration and disappointment. It's great to hear you've had such a positive experience with us at 21.co.uk for so long and we appreciate you recommending us to your friends.
We completely understand that this situation has stemmed from an honest mistake, one that many people in joint accounts could potentially make.
Our priority is to uphold the fairness and security of our platform for all players. A key part of that is upholding strict security protocols, especially regarding deposits and withdrawals. This helps us prevent fraud and ensure that player funds are protected.
Our Terms and Conditions, which we know can sometimes feel like "the small print", do clearly state that the account holder's name must match the name on the payment method used.
This is a standard practice across the online gaming industry. While we were able to return the initial deposit, the winnings are unfortunately non-redeemable in this situation.
We appreciate you acknowledging this was a mistake on your end and not a deliberate breach. However, we must apply these rules consistently to maintain a fair and secure platform for everyone.
We respect your decision to close your accounts, though we're saddened to see you go. We hope that, in time, you might reconsider and give us another chance to provide you with the positive experience you've enjoyed in the past.
Kind Regards, 21.co.uk
82 random spins every single black…
82 random spins every single black number some of them 3 or 4 times no 8 11 no 10 so now these site is being investigated for me by the police along with gambling commission my advice steer well clear gaming machines fixed dare them to call me a lier
9 August 2024
Unprompted review
Reply from 21.co.uk
Dear H White,
Thank you for reaching out to us. We understand your frustration after experiencing such a significant losing streak, especially with a run of 82 black numbers in a row. We want to assure you that we take fairness and game integrity very seriously.
As a fully licensed casino, we operate under strict regulations and our games undergo regular audits by independent third-party testing houses to guarantee fairness and randomness. The outcome of each spin is determined by a Random Number Generator (RNG), ensuring every round is completely independent of previous or future spins. This means that even improbable streaks, like the one you described, are statistically possible.
While we cannot control the outcome of these random events, we want to provide you with resources to understand how RNGs and Return to Player (RTP) percentages work. Our Help Centre offers comprehensive information on these topics. A member of our Customer Experience Team will also be reaching out to you shortly through Trustpilot to see how we can further assist you.
Sincerely,
21.co.uk
I lost my card and they wouldn’t let me…
I lost my card and they wouldn’t let me withdraw to my new card. This is despite being the same bank account. Awful service, live chat cut me off when asking about this issue
7 August 2024
Unprompted review
Reply from 21.co.uk
That sounds incredibly frustrating!
I apologize for any inconvenience caused. I empathize with your frustration regarding this, however, we must adhere to these processes as mandated by our licence.
Therefore as standard procedure like any other gambling site we have to follow our correct policies.
I’d like to assist you further therefore we have requested information internally to be in a position to get our Customer Experience Team to contact you to help investigate and provide more information.
Kind Regards, 21.co.uk
Amazing I just register deposit small…
Amazing I just register deposit small ammount withdraw 600 pound and received it right away I can’t say enought good thing what a great welcome
2 June 2024
Unprompted review
Reply from 21.co.uk
Thank you for your kind feedback - it put a huge smile on all our faces here at 21.co.uk.
Here at 21.co.uk we always strive to improve, so if you have any more feedback and/or suggestions then please do let us know.
All the best, 21.co.uk
A legitimate company but can have issues
Apologies review being updated again.
Since adding the £5 bonus to my account to rectify frustrating issue below, it now appears I have just been stripped of recieving any offers, and I have not been given any notification of it. For this to happen immediately after I raise a complaint because of not getting bonus I was entitled to is despicable!
I also want 21.co.uk to please confirm if the person who confused losses for wagering Damio has received further training and that he will now ask if he is not sure of something.
/////////////////
Updated my rating from 1 star to 3 star.
I would like to advise that the below issue was resolved and I got my bonus.
I kept getting emails saying bonus now added and it wasn't but eventually they did manage to add it.
I do think that they may deliberately try to trip you up but you do normally get bonuses straight away. If not, if you get through to right person they ll sort it.
It's just mainly some of the staff not knowing what they're doing and then refusing to check with someone when you tell them you don't think they're right and also I do think systems are in place to try to fool people into not getting Bonuses they re entitled to but if you have met requirements they will give them to you if you get through to the right person.
Original review below
//////////////////////////////////////////////////////
I opted in to live casino offer deposit £20 and wager X 1 for £5 Crazy Time Bonus
I contacted via live chat and got through to someone called something like Damio.
He advised I had not deposited via promotion but I had no option to. I had opted in.
He then told me I had only wagered £13 so had to wager another £7
I had not I had wagered £20 but made a loss of £13
I then went back on to my promotions and tried to click on wager but it was greyed out, I then accidentally pushed on decline promotion so it has now gone off, there was no option to ask me if I was sure
I ve just wasted at least an hour trying to sort this out.
29 May 2024
Unprompted review
Reply from 21.co.uk
We are really sorry to hear about the experience you’ve had with 21.co.uk, our ambition is to deliver the best experience and service possible, and unfortunately it sounds like we didn’t succeed in doing this the first time around.
We appreciate your feedback on the matter.
We would love to look into this matter further for you
We kindly ask that you reach out to our Customer Support team to have this looked into further, or check out our Help Centre where you can find our FAQs and information on everything 21.co.uk.
Reply from 21.co.uk
Hi Israrullah,
Thank you for your kind feedback - we really do appreciate it! Here at 21 we always strive to improve, so if you have any more feedback and/or suggestions then please do let us know here:support@21.co.uk
Again, thank you!
Kind regards,
21.co.uk
Site doesn’t work
Deposited £30 ,site crashed , tried to sign back in again and couldn’t. Couldn’t change password…
Customer service wanted my card details front and back to recover £26..
I refused to send the back of my card details and they refuse to refund me.
So lost £26 for no fault of my own
Not Happy at all
4 April 2024
Unprompted review
Reply from 21.co.uk
Hi,
Thank you for reaching out to us, and we’re really sorry to hear that you feel like you’ve been scammed on our site.
We want to assure you that we are a fully licensed online casino and follow very strict regulations to ensure fairness to everyone at 21.co.uk.
At 21.co.uk we follow very strict and stringent rules and regulations to ensure that we keep to the highest level of security and safety for everyone. Due to this, we may require certain documents to be verified and it is very important that these processes are carried out to the highest standards.
We appreciate that these processes might seem very complex and/or annoying, but please be assured that they are in places for everyone’s security - including yours!
We really want to help you complete these processes correctly and quickly, so if you have any questions or would like further support please reach out to our customer support via Live Chat, as they will be more than happy to help.
We hope this helps, and again, thank you for reaching out to us.
Kind regards, 21.co.uk
Decided to open my account after 2…
Decided to open my account after 2 years. They said they needed a photo of my debit card from 2 years ago when it expired. Useless customer service .
22 February 2024
Unprompted review
Reply from 21.co.uk
Hi,
Thank you for letting us know about your experience, and we’re really sorry as it’s not the one we want you to have.
We have sent you an email through Trustpilot so we can get some details from you so we can look into this further.
Thank you for your patience and understanding.
Kind regards, 21.co.uk
Very easy smooth and efficient site
Very easy smooth and efficient site. ( from opening account to withdrawing in 24 hours )
30 January 2024
Unprompted review
Reply from 21.co.uk
Hi tomas,
Thank you for your kind feedback - we really do appreciate it! Here at 21.co.uk we always strive to improve, so if you have any more feedback and/or suggestions then please do let us know here: support@21.co.uk
Again, thank you!
Kind regards, 21.co.uk
Been waiting 2 weeks for my withdrawal…
Been waiting 2 weeks for my withdrawal and yet they still keep requesting more proof even though I have provided ID and Proof of Address. They take forever to respond. Also allow players still under a GAMSTOP self exclusion.
25 January 2024
Unprompted review
Reply from 21.co.uk
Hi,
Thank you for reaching out to us. We want to assure you that we are a fully licensed online casino and follow very strict regulations to ensure fairness to everyone at 21.co.uk.
At 21.co.uk we follow very strict and stringent rules and regulations to ensure that we keep to the highest level of security and safety for everyone. Due to this, we may require certain documents to be verified and it is very important that these processes are carried out to the highest standards.
We appreciate that these processes might seem very complex and/or annoying, but please be assured that they are in places for everyone’s security - including yours!
We really want to help you complete these processes correctly and quickly, so if you have any questions or would like further support please reach out to our customer support via Live Chat, as they will be more than happy to help.
We hope this helps, and again, thank you for reaching out to us.
Kind regards, 21.co.uk
Deposited £1000 pounds and was not…
Deposited £1000 pounds and was not eligible for a bonus. Crappy site and Ai chat staff. Dont play here!
20 January 2024
Unprompted review
Reply from 21.co.uk
Hi,
Thank you for your feedback, and we are really sorry that your experience at 21.co.uk didn’t match your expectations. We would love to know why so that we can improve and deliver a better experience next time.
Please do reach out to our customer support so we look into this further.
Kind regards, 21.co.uk
worst site! liers
I think it’s better to avoid this site. You win they block you for checks. Almost 2 weeks ago I deposited money and win quite a lot, before I withdraw they blocked my account and asked for ID verification which I passed then safer gambling team called and said I’ve got deposit limit which I’m ok with and I thought that’s done then they soon suspended my account after the call and said further checks are needed, and a week later still nothing! I don’t know what they are checking and even on the phone they said all ok, I can’t withdraw my money and wins, just have to wait for them to email. Bad service and never seen this kind of procedure with other casinos. They even congrats me for my winnings but I never received it lol. So conclusion is you win the block you for checks and you wait ENDLESSLY!
Contacted live chat as what they said, live chat doesn’t know what they are doing, the answer they gave me is I DONT KNOW! a company’s customer service say I don’t know to customers! How helpful is this!
Just an update, 3 weeks gone, nothing!
update! 6 weeks gone, still haven't done the review! still saying no timeframe and wait patiently. punch of liers! never seen this kind of casino before! I haven't even deposited half of my deposit limit and I won a lot, they just kicked me out and locked me for 6 weeks. and what they call relevent team is reviewing my account is just ridiculous, is there such a team called releven team? SCAM! AVOID!
17 January 2024
Unprompted review
Reply from 21.co.uk
Hi,
Thank you for reaching out to us. We want to assure you that we are a fully licensed online casino and follow very strict regulations to ensure fairness to everyone at 21.co.uk.
At 21.co.uk we follow very strict and stringent rules and regulations to ensure that we keep to the highest level of security and safety for everyone. Due to this, we may require certain documents to be verified and it is very important that these processes are carried out to the highest standards.
We appreciate that these processes might seem very complex and/or annoying, but please be assured that they are in places for everyone’s security - including yours!
We really want to help you complete these processes correctly and quickly, so if you have any questions or would like further support please reach out to our customer support via Live Chat, as they will be more than happy to help.
We hope this helps, and again, thank you for reaching out to us.
Kind regards, 21.co.uk
Absolutely shocking site trying to…
Absolutely shocking site trying to verify documents getting refused trust me they will block u as they hate u winning DONT USE THIS SITE believe the reviews
31 December 2023
Unprompted review
Reply from 21.co.uk
Hi Andy,
Thank you for reaching out to us, and we’re really sorry you've had a bad experience. We want to assure you that we are a fully licensed online casino and follow very strict regulations to ensure fairness to everyone at BetUK.
At BetUK we follow very strict and stringent rules and regulations to ensure that we keep to the highest level of security and safety for everyone. Due to this, we may require certain documents to be verified and it is very important that these processes are carried out to the highest standards.
We appreciate that these processes might seem very complex and/or annoying, but please be assured that they are in place for everyone’s security - including yours!
We really want to help you complete these processes correctly and quickly, so if you have any questions or would like further support please reach out to our customer support via Live Chat, as they will be more than happy to help.
We hope this helps, and again, thank you for reaching out to us.
Kind regards, BetUK
21.co.uk are amazing support and the…
21.co.uk are amazing support and the site I do recommend it try it
26 October 2023
Unprompted review
Reply from 21.co.uk
Hi Stephen,
Thank you for your kind feedback - we really do appreciate it! Here at 21.co.uk we always strive to improve, so if you have any more feedback and/or suggestions then please do let us know here: support@21.co.uk
Again, thank you!
Kind regards, 21.co.uk
Great wins
Great wins, only issue is the withdrawal time is always different sometimes an hour sometimes up to 12..
24 October 2023
Unprompted review
Reply from 21.co.uk
Hi Bryony,
Thank you for your kind feedback - we really do appreciate it!
We are sorry to hear that there have been some discrepancies in the processing time of your withdrawals. We always try to process them quickly and our team works 24 hours a day to ensure they are as quick as possible, however, there can be some delays due to high demand.
Here at 21.co.uk we always strive to improve, so if you have any more feedback and/or suggestions please do let us know here: support@21.co.uk
Again, thank you!
Kind regards, 21.co.uk
Great experience and fast payout
Great experience and fast payout, would highly recommend.
11 October 2023
Unprompted review
Nice and fast withdrawal money
4 September 2023
Unprompted review
Nice big win
Loads of games to choose from. And fast payout. Never had any issues with this site.
8 August 2023
Unprompted review
Reply from 21.co.uk
Amazing to hear! Thanks a lot!
If you win they ban you and won't pay winnings.
I recently signed up to 21.co.uk on the back of a YouTube promoting them.
Initially the site looks great, super modern a great choice of games and tables.
After making my initial deposit I took to roulette where I was able to 10x my initial deposit so decided to withdraw.
Within 15 minutes of requesting the withdrawal I was locked out of my account! I have contacted customer services several times to which they keep saying the account is being verified and I need to wait for an 'email'
It's been over a week now and I've had 0 correspondence.
My takeaway from this is if you win they don't pay, ban your account and illegally steal your winnings.
It's an absolute disgrace they're aloud to trade and do business in this way, reading through the reviews here it's clear this is a common occurrence
Avoid like the plague
27 July 2023
Unprompted review
Do not bother
Do not bother! Oh and read the terms and conditions thoroughly!!! They want you to wager your deposit 30× before you recieve any type of bonus.. customer service awful!!!! Avoid avoid!!!!!
27 July 2023
Unprompted review
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