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

Hi,

I initially deposited £300 on 5th February 2024. I since managed to get my account balance to £1,000 and tried to withdraw this on numerous occasions but each time it was rejected. I was told in live chat every single time that this was because of queues and the withdrawal not able to be processed. Eventually when they realise it is me contacting them they ignore me.

they have since told me withdrawals for a lower amount are more likely to get processed. However, this is still in a pending state and seems no further forward in receiving my money. I have seen on here that a number of people are having the same issue and have not been paid their winnings.

my account is fully verified as all my documents were approved so this is just a case of the casino purposely not paying me out my withdrawal requests.

Dear TheOwl,

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

Hello,

as you will see by other peoples complaints regarding this casino. They are not paying anybody any winnings, withdrawal request are being rejected with a reason of long withdrawal queues and no other acceptable reason. You will see from other users of this site that they have also not been paid their winnings.

this is not a case of withdrawals awaiting to be paid, this is a case of withdrawals being outright rejected despite an account being fully verified and without any valid reason.

Thank you for your reply, TheOwl. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Have you made any successful withdrawals before? Do you currently have any pending withdrawals?

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

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,

I deposited £300 on 05/02. A bonus was automatically applied to my account but I contacted live support and got them to cancel this which they did.

i then used this £300 to build up my balance on sports betting. My account balance was just about £1,000 and I tried to withdraw £1,000 a number of times but each one rejected within 24 hours due to withdrawal ques. I then kept going on live chat and being told the same thing without any further valid reason and they said try and do a withdrawal for less than £750. I requested a withdrawal of £300 on 13/02 and that still shows in pending state. On 14/02 and 15/02 they told me it will be ‘processed today’ but it never got done and when I try and speak to them on live support they blocky my chat when they knows it’s me.

as far as I can see my account is fully verified after I sent my documents and looks like they’re purposely not giving me the money I am owed.

No successful withdrawals from this company so far, and from what I have seen nobody else has been able to withdraw from them either.

This was communication yesterday 15/02/2024



Thank you very much, TheOwl, 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 TheOwl,

I've just reviewed your case and 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 is the current status of the player's withdrawal request and when they can expect it to be processed from your side?

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, just as a follow up on this I am still yet to receive any funds from this casino. Also, the live chat option is not available on my account which makes me think I’ve been blocked from contacting. No response on any emails I’ve sent to them either. I’m hoping customer support lead Ana can explain to me why my withdrawals don’t get processed as I never used any bonus.

Dear TheOwl, I have managed to contact the casino representative and they are now looking into your issue. As soon as I get more information, I will post it here.

Thank you, I tried to withdraw again over the last few days and it got rejected again. I just want to know what’s preventing me from being able to withdraw

Unfortunately, we haven't heard from the casino representative yet. I'll extend the timer for 7 more days and if there is no reaction from the casino in the set timeframe, the complaint will be closed as unresolved.

Dear TheOwl,

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