7Signs Casino - Player's withdrawal requests are repeatedly cancelled.

Every time I try to withdrawal from this casino they cancel my request late into the 24 hour window that Australian players have to wait. Each time they have said BSB is wrong but as I've said to them over and over again it doesn't ask for BSB on withdrawal via bank transfer form and being international transaction the swift code should be in place of BSB.... every other casino I've played and withdrawn from has. I've tried putting combination of BSB and account number and just account etc but all I ever get back is some lame excuse and no actual solutions. So I end up playing what want to withdrawal. First tried withdrawing in mid Dec and have tried recently again. In last 30 hours they have cancelled 2 withdrawals..so bloody painful!

Dear djleggett84,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• If encountering difficulties with the bank transfer, would you consider attempting to withdraw your winnings using an alternative payment method?
• How much is your active balance now?

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi,

My active balance is $8452.00 not included withdrawal have in process.. unfortunately if even able to make a withdrawal the limit is $750 per day I believe. I'm aware there are different payment methods, but read on site that they prefer you to withdrawal the same way you made your last deposit. I have only ever deposited via bank transfer or payid from bank account. Payid is not offered as withdrawal method so chose bank transfer. At no time has an agent recommended changing withdrawal method. Also would like to mention, verify yourself is apart of casino as with most. I thought that could be the issue possibly as haven't send any id documents thru etc. when live chatted yesterday was told no not required to at moment but on terms and conditions states non verified account will not be able to withdrawal....huh? Also tried emailing financial Dept directly but was replied to with auto generated email saying we aren't currently taking new enquiries please contact live chat for help...how convenient.

Thanks

Hi djleggett84,

In case bank transfer is unavailable for withdrawals, consider contacting the casino directly to determine a suitable alternative payment method for both you and them to facilitate the withdrawal of your winnings. However, anticipate the possibility of being required to make a minimum deposit with the alternative payment method for verification purposes before your winnings can be processed through it. Account verification is also a mandatory step.

Have you had any form of communication with the casino, or are they completely disregarding your inquiries?

Dear djleggett84,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.