7Bets.io Casino - Hráč se domnívá, že jeho výběr je opožděn.

I know this a long shot because this casino is notorious for not responding to complaints, but I’ve been fully verified. I deposited via crypto and I’m attempting to withdraw via crypto. The funds I’m attempting to withdraw were not from a bonus or free spins. It was a straight deposit with no bonus applied. I’ve followed their terms and conditions. My withdrawals keep getting rejected with no reason. Customer support states they will send it up and to resubmit, no one responds to emails. I keep getting excuses "we don’t process withdrawals on weekends", etc. hopefully submitting a complaint will grab their attention. Their site is great and they have big game providers, nice layout, etc. but they are really dropping the ball with everyone obviously when it comes to paying out. Please let me know what else is needed.

Dear itisreese,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear itisreese,

Have you received your withdrawal from the casino yet?

Absolutely not. I haven’t touched the funds, they are just sitting there. I’ve tried withdrawing using all options. Live support just states to send an email. I’ve sent at least 10 and I haven’t got a response. Support always mentions I have to withdraw using the same method I used to deposit. When I deposit I have about 15 different options, but when I attempt to withdraw there are only about 6 methods and all get rejected. I appreciate you reaching out, but unfortunately I don’t count on the casino replying or attempting to help in any way. This just seems unfair. Their support is no help. When it comes to paying out they just disappear. If it helps I deposited via moonpay. Moonpay sent crypto (Litecoin) as my deposit to the casino. When I attempt to withdraw, Litecoin isn’t even an option. They give me no answers. It’s been almost a month.

Thank you for your reply, itisreese. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you in advance.

No I have not. I have successfully verified my identification. I have attached screenshots of my withdraw attempts. They simply just state "rejected" with no reason given. Ever.

I also haven’t received any type of response to the 10+ e-mails I have sent. When I reach out to live support they just keep directing me to send an e-mail. I never get an answer.

Additionally, I have forwarded the chat transcripts between myself and the casino to the e-mail you provided previously. Although I have reached out to them quite often, I did manage to save a few conversations. Please let me know what else is needed.

Thanks for your help!

Thank you very much, itisreese, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi itisreese,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 7Bets.io Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more details regarding the case? Would you please specify why the player's withdrawal requests are rejected? As I understood it from the live chat communication, the player's issue has been ignored for weeks now - the player hasn't received any reply to the emails and live chat agents share no information at all. Can you please elaborate on this?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

Dear itisreese,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia