7 Reels Casino - Withdrawal of player's winnings has been delayed.

My documents are all in order as they mailed me and confirmed and i was told that i would recieve payment by the 8th september 2022 byu bitcoin which is instant,i spoke to Tom customer service,when i asked Charles why my withdrawl is still in pending he bluntly told me that they would get back to me,this tells me that they are not being honest because why would Tom tell me the 8th if he doesnt have some kind of confirmation from the accounts dept?

Dear newme697310,

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 newme697310,

Have you received your withdrawal from the casino yet?

My documentation was all in order as per mail received from support and as stated on the casino website and after i sent a mail days later asking support why my withdraw was still pending i got no reply and then proceeded to live chat and was told that my withdrawal would be done by the 8th and by the 8th nothing was done still pending ..went back to live chat spoke to Tom which told me that they will contact me when they have done it,i asked him to find out why i was told the 8th and now he tells me different..he just stated the same thing again..i asked for the casino managers email which he didn't want to give to me,told me to contact support again.Then the next day got a mail saying i have to mail proof of my bitcoin account,then i can resubmit my withdrawal..and i just got fed up with the lack of customer service and different stories from casino personnel,

On the screenshot attaced you can clearly see what it sais,and im not here to bring anyone down if you just add a little bit more information regasurding withdrawls like if you have to submit documentation just state there if you withdraw request is bitcoin please supply us with proof of your bitcoin wallet or whatever it is you need to verify the clieent and then its a simple matter of sending all my documents in for verification and not letting me wait all that time only to tell me more documents are requred and now i have to submit a requst again and wait another week or two..this seems to be a issue as there is alot of complaints from other customers about the same issue?so if anything good comes from this Kristina please just adress this issue as the casino is really great in all aspects..my documents was verified quickly and all was good untill i requested a withdrawl..thank you for the responce and like i said no punt intended to anyone ,customer get frustrated when this happens and to just be more clear about how things work will just save everyone a lot of time and bad reviews..

Thank you for your reply, newme697310. Have you made any successful withdrawals before? Do I understand correctly that the casino requested documents for additional verification?

Have you accumulated your winnings with or without an active bonus?

Dear newme697310,

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.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.