The player from Poland had been waiting for payment for over 72 hours, despite the casino's terms and conditions having stated a maximum wait time of 24 to 72 hours. The player had been unable to upload documents for verification and hadn't been asked to do so five days into the delay. The player had communicated with the Complaints Team via email and after two weeks, the issue had been successfully resolved. The Complaints Team had advised the player to reach out if similar issues occurred in the future.
B7 Casino - Player experiencing lengthy withdrawal delay.
Amount: 5,000 zł
B7 Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Hello, I'm waiting 4 days for the payment, no one is asking me for verification, in the terms & conditions it is written that the maximum time is 24 hours, in another window the maximum is 72 hours (more than 72 hours have passed). Support dismisses me and assures me that no verification is needed. please help
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9 months ago
Dear 19kosa10,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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9 months ago
ok, but it's against the regulations on the website. I cannot upload documents for verification on the website, and 5 days have passed and still no one has asked me for it. I am attaching part of the regulations below.
7/10. Withdrawals may take up to 24 hours to process. Once your withdrawal has been successfully processed and released, there is a certain period of time depending on the payment method used. Withdrawals by bank transfer may, in exceptional cases, be subject to additional fees charged by intermediary banks, over which the Casino has no influence.
Estimated withdrawal time: up to 72 hours. For more withdrawal processing times, click "More"
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9 months ago
Thanks for the update, 19kosa10. I will now transfer your complaint to my colleague Michal (michal.v@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.
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9 months ago
Hello 19kosa10,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear B7 Casino,
Could you possibly provide additional information regarding the delayed payment and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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9 months ago
Dear 19kosa10,
I'm glad to receive an email from you and hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Michal, Casino.Guru
