7Bets.io Casino - Player’s withdrawals are rejected.

Hello.

I applied for withdrawal 6 times in one month and they were all rejected.

I contacted the casino's support more than 5 times, but the bot only responded with boilerplate messages.

I have emailed support 3 times and have not received a reply.

Dear ktakayuki778,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Dear.Kristina,

・Have you made any successful withdrawals before?

no.

This is my first withdrawal.

・Could you please confirm that you have passed the KYC verification?

yes.

I was informed by support that KYC was completed.

However, after the withdrawal failed, I contacted support again and was asked to submit the documents again. I resubmitted the requested materials.

This casino does not display whether KYC is completed or not on the site.

It is possible that this casino mistakenly believes that I have not completed KYC.

・Did you accumulate your winnings with or without an active bonus?

yes.

There are currently no active bonuses.

However, what I am trying to withdraw is a first deposit bonus that has been converted into cash after completing the wagering requirements.

Best regards,

ktakayki778.

Thank you very much for your reply, ktakayuki778. Could you 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.

Dear.Kristina,

I registered at this casino and completed the KYC first. At that time, I had a chat with the support staff. I haven't saved that log.

I sent an email on 3/8, but there was no reply from the casino. I am attaching a screenshot of the email I sent.

I contacted this casino's support chat several times. At that time, the support chat will always stop responding midway through. Attached is a screenshot of the support chat.

Best regards,

ktakayki778.

The biggest problem I have right now is that I can't communicate with this casino. When I email the casino or contact them via support chat, there is no response, so I don't understand why he is denying my withdrawal request.

Thank you very much, ktakayuki778, 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 ktakayuki778,

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 information regarding the case? Would you please specify what's the reason for rejecting the player's withdrawal requests?

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.

Hi ktakayuki778,

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