7BitCasino - Player’s winnings haven’t been received yet.

Hi it’s like this: on 09.01.23 i received a 50 free spins from the casino! I play the spins I win some money and made a withdrawal from 100 euros that was the max a can withdraw from the free spins! So after a 4 dyas now we enter the 5 day my withdrawal is still not processed!2 days ago i received a email from support: Hope you are doing well.

Regrettably, your cashout request is still in the status of processing.  

We regret to cause any inconveniences, however, it is necessary to check the correctness of provided data on the bank's side. The payment method has such pecularity so we do hope for your understanding and appreciate patience a lot!

We appreciate your cooperation and hope for your understanding.

If you have any other additional questions, feel free to contact us anytime.

Kind regards,

7BitCasino Support Team.

So this is not my first withdrawal request with 7Bit it’s my 3 withdrawal request.2 successful withdrawals and those withdrawals request was processed almost immediately!! So am talking every day with support and we a spinning in circles it was obviously some kind of confusion ! And today a was informed from live support that first they need to processed my first 2 withdrawals and then the 3 one. The first withdrawal was almost 2 week ago and I received the money ..the second withdrawal request was one week ago and i received the money! But in the casino system in my account the withdrawals are still pending! And like a said i received the money from 2 precious withdrawals! I explain that to support that I received the money and that my 2 previous withdrawals are successful processed and that the money are in my bank account. I send them a print screen from my online banking showing that received the money from my 2 first withdrawals..but no help am still been told that I need to wait my first 2 withdrawals to be processed..and then they will send the 3 one!! So help please!! If you need I can send you additional the print screen to confirm that I received the money from the 2 previous withdrawals. Thanks!

Dear s5jfw9d2nf,

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

Maybe you didn’t understand..but my account is verified..I already have withdrawal from the casino!! I received the money from my 2 previous withdrawals. If you see my attachments my withdrawal is not even processed!!! I still have a option to cancel my withdrawal..i not complaining about not receiving the money am complaining about not processing my last withdrawal!

And the problem is now how they explaint to me because of the last 2 withdrawals..like a said they processed my withdrawals i received my money..but in the casino system in my account the withdrawals is still pending and i received my money and the staus pending didn’t change! And they told me that first they waiting my first 2 withdrawals to be processed and they they will pay out my last withdrawal request!! I send them proof that i received this money but no response!! As you can see on the pictures the 350 euros i received the money 10 dyas ago..and the 150 euros 5 dyas ago..but the status of this withdrawals is still pending!!

Dear s5jfw9d2nf,

We are deeply sorry for the situation that has occurred and about the recent interaction you had with the live chat. We take full responsibility for this and apologize.

We assure you that we intend to review this situation with our customer service team. And we hope that you can forgive us and that we can provide you with great customer assistance further.

Please let us explain that the issue occurred on the payment provider's side that required additional investigation. That's why it took more time than usually.

At the moment, your previous payments have finally been processed, and their status in our system has been changed. Also, the last withdrawal request has been confirmed and processed on our side. The transaction will be processed by the selected payment provider within 5-7 business days. We kindly ask you to wait.

Please let us know if you have any questions or need any further assistance. We'll be happy to help.

Sincerely,

7BitCasino team

Dear s5jfw9d2nf,

Have you received your withdrawal from the casino yet?

Dear s5jfw9d2nf,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.