7BitCasino - Player’s withdrawal has been delayed.

I previously won $450 in 7bit casino I got an an approval email saying my funds will be put on my credit card within 1 to 72 hours over 2 weeks later nothing I have sent them at least 2 emails a day asking what s happening they just keep telling me it's processing

Dear Joelene,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Have you passed the KYC verification? Have you ever made a successful withdrawal before?

What is the status of your withdrawal, please – is it pending or processed?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

We received this email from Joelene:

"In response to your email I still haven't received anything keep sending 2 emails a day asking for updates they just keep sending me the same automated message saying they are looking into it "

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. 

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

Dear Joelene,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject 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.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Additional message from Joelene:

"I won $450 on the 12th of December 2020 I got an approval letter the next day to say my funds will be in my account in 10 days I still haven't received it I emailed them first they wanted a bank statement from that account to prove it hadn't gone into my account which I sent then another 2 weeks passed they wanted a letter from my bank to say the arn number which they have did not go into my account which I sent as well its now 30th of January and 100 emails later no money please help"

Thank you very much Joelene for your message. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Also, please note, there is a window at the bottom where you can write your messages, so please reply directly to this thread in the future, and not by sending us emails, or submitting new complaints. Thank you very much.

I would like to ask 7BitCasino to join us and help us resolve the player's issue.

Dear Joelene and Casino Guru team,

We sincerely regret about the issue that the player Joelene experienced, however, we would like to shed the light on the situation that occurred. 

To start with, the player has contacted us regarding the withdrawal of funds. We would like to assure that the cashout was successful by our side and the player was informed about this. After a few days, the player contacted us about the fact that she did not receive funds. We immediately clarified the information on this matter, and since there were no difficulties with withdrawing funds from our side, we asked the player for a bank statement. It is needed in order to check that the funds had not been credited to the account. The player has kindly provided us with this document.

We contacted the provider again to report this issue. The payment provider gave us all the data that can help to find the transaction in the player's bank. In turn, we immediately provided the player with this information.

Later the player again gave us information that can prove that she didn't receive the funds from us. We are very grateful for the player's help and assistance in this situation.

Now we have contacted the payment provider with the requirement to carefully check all the data and documents provided by you. We asked to clarify the issue with the funds that have not been credited to your bank account.

Unfortunately, the problem is still being considered by the provider. We cannot influence the time of the response from the provider, but we constantly ask for an update and about an opportunity to speed up this process.

We also contacted the player with an explanation regarding this situation. Our team is deeply sorry that this situation occurred and that we keep the player waiting. We would like to point out that we don't want to cause any inconvenience and our team does our best to resolve this situation. 

Dear Joelene, we sincerely apologize for any inconvenience caused, but believe us, we are doing everything we can to resolve this situation so that you can receive funds.

Hope for your understanding!

Best regards,

7Bit Casino

Thank you very much for joining us and giving us further explanation of the case, we appreciate it. Based on your respond, the only thing we can do now is to wait until the provider makes a decision. Please let us know any update as fast as possible. Extending the timer by 7 more days.

Dear Joelene and Casino Guru team,

We would like to inform you that we keep on working on the problem with the player's withdrawal.

Our team is doing our best to speed up the process but the payment provider is still investigating this issue. As soon as we receive any update we will contact the player immediately in order to help her receive the funds.

We appreciate your patience and sincerely apologize for the caused inconvenience.

Kind regards,

7Bit Casino Team

Dear 7BitCasino,

Is there any possible way to specify the date of the provider's decision?

Dear Joelene and Casino Guru team,

We would like to provide information on this matter.

We contact the payment provider every day and ask for an update. Unfortunately, we are still awaiting a decision on this matter.

We would like to draw your attention to the reply of the provider to our last request - "Thank you for the message, however, as we informed you in the early beginning, we have requested the additional investigation from the operator, but this need to take time.

We cannot tell you the exact ETA of the solving the presented situation. "

We will keep pushing this issue and hope to find a solution soon.

Dear Joelene, we are deeply sorry for the inconvenience caused and hope for your understanding. Our team does our best to solve this problem, and we are working tirelessly to get a result on this issue.

Kind regards,

7Bit Casino Team

As this is a specific case in which the casino can't make the process faster, we will be extending the timer by 14 more days. Dear Joelene, please be patient as you can see that the casino is willing to cooperate which is always a good sign. We will be waiting for the provider to solve the issue.

Dear Joelene and Casino Guru team, 

We would like to inform you that this situation is still being reviewed by the payment provider.

We do our best to hasten the provider in order to receive the answer as soon as possible but, unfortunately, there are no updates regarding this case at the moment. 

We look forward to getting a solution from the provider to help the player receive the missing funds.

Dear Joelene, our team sincerely apologizes for this distressful issue but we believe it will be resolved in a matter of time.

We appreciate your understanding and patience.

Kind Regards,

7Bit Casino Team

Dear Joelene,

I'm really sorry that it takes such a long time but as you can see nor us or the casino can make the process faster. I would like to ask you to be patient and let's hope for the best.

Also I would like to ask 7Bit Casino to inform us about any update regarding this case in the future. Thank you in advance. Extending the timer by 7 days.

Dear Joelene and Casino Guru team,

We would like to inform you that we are on working on the problem with the player's withdrawal.

We regularly contact the payment provider and ask for any new information. Unfortunately, there is still no decision on this case.

We appreciate your patience and hope for your understanding.

Kind Regards,

7Bit Casino Team

Dear 7Bit Casino,

While we wait for the provider, could you please send some kind of document which proves that the payment was really processed by you? Please send it to nikolas.b@casino.guru.

Dear Casino Guru team,

Recently you have requested the document which proves that the payment to the player was really processed by us. 

We would like to inform that we have sent a letter to nikolas.b@casino.guru with attached proofs of the transaction. 

Thank you for cooperation. 

Kind Regards,

7Bit Casino Team

Dear Joelene,

We have received proof from the casino that they really sent the money. Can you please send us some kind of proof, bank statement for example showing it never arrived?

Dear Joelene,

We haven't hear from you yet. Please note if we won't get any anwer within the next 7 days, the complaint will be rejected.

Dear Joelane,

I've received your e-mails. Please I would like to ask you to directly respond here to this complaint and not to create new complaints.

Dear Joelene,

I've checked both evidence from you and from the casino. The evidence you sent me was stating that you haven't received the amount of $450. However, the casino showed us payment in amounts of $279,90. Can you confirm that you haven't receive that number? It would be easier to see all transactions received in January - if it is possible please send it to nikolas.b@casino.guru.

Requested additional information from the player.

The communication with the player still continues through e-mails. We have asked the player to contact the licencing authorities as the proofs received from both the player and the player seems to be relevant.

We are still in touch with the player through e-mail. After receiving all the necessary information we can confirm that the money never arrived to the given bank account. I've now requested the casino through e-mail if we are allowed to share some screenshot with the player.

Dear Casino Guru Team,

7Bit Casino would like to inform you that due to the fact that the player had to wait for an enormous period of time we have made a decision to compensate the amount of the player's cashout.

The funds are at the player's casino account already and he is allowed to dispose of them in the casino at his own discretion.

We are sorry for all the caused inconveniences and wish Joelene good luck.

Kind regards,

7Bit Casino team

Dear 7bitCasino,

I'm glad to hear it. I've asked the player about her next step. She will be processing a withdrawal request so we will be now waiting if it's going to make it to her bank this time, so we can then close the complaint.

The complaint will now be closed as resolved as the player successfully withdrawn her winnings to her account.