B7 Casino - Player’s withdrawal has been delayed after account is blocked.

Last Friday I diposit 100 euro and I start playing and I won 11000 euro so I stopped playing and I made a withdrawal of 3000 before midnight and 3000 after midnight because the maximum per day is 3000.and in the mean time I contact the live support team and I asked them that I want to exclude myself from playing but ofcourse not from withdrawing my money. So in the beginning they told me that I have to wait and withdrawal all my money after that I can exclude myself.

But because I know that will take like 4 days to transfer all the money to my bank and there is also the option to rollback my withdraw and I know that I will do that and I will loose all the winning.

And to protect myself I asked for help with blocking me from acces to the games..

And I told them that I have addiction and I want to controle this . With making this decision. So it was my decision at first place.

After answering some questions. The transfer my case to the department team ho is responsible for this cases. And I the same time they block me of accessing to the games but I still can acces to my account.

But the next day I tried to log in to make the third withdraw I can't get to my account anymore and no one informed me before because also that was not the deal when I contact them the first time and they agreed that after transferring all the money to my bank the account will close. And in the same day it was Sunday 25.08.2024 I received the 6000euro that's the 3000 I made on Saturday 24.08.2024 and the second one 3000 was after midnight like I mentioned in the beginning.

So I tried to contact the customer service on the live support chat .they told that they start investigation and they will contact me for more details but after that I received a email asking me for all the details and information that they need to know. I send it to them .I wait no answer .I contact them again they asked me again the same questions and to send them the same documents and like what I already did the first time and they told me I have to wait they will contact me .

Again no body contacted me.

I tried to contact them again and this happened like four or 5 times and every time the same goes. And till now im waiting for my money. The amount is 5000.25.

I have all the proofs all screenshots and more even every round or bet I place I make a screenshot. Every diposit .because I don't trust them and it happens before they reject my bet when my bet was on the right place and when I ask them for refund they told me that its problem with my Internet connection. So they can't help.

So I really don't understand why they are treating customers like this .

And I regret asking them for help at the first place If I know that they will be treating me like this I will never contact them at all.

This is my experience.

To be honest the most of the live support are so professional and they tried to help. But not always and when there's miscommunication between the departments. Things goes wrong.

Dear Midou_20,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with B7 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly, that after you asked casino support for protection from gambling, the casino initially blocked your access to games, and that blocked your account?
• Did you receive any explanation from the casino about what would happen to the balance on your casino account you haven't withdrawn yet?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Midou_20,

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.

Hello Thomas,

Thank you for your response.

I tried almost every day to contact the support team and every time they ask me for the same details. And when I send them everything. They tell that I have to wait for response. And when I receive a new response they ask me again for the same details. And this happened more than 7 timed.

And last time was on 29.08.2024. I received email and they told me that they agreed to pay me the 5000€ to my bank account. And that they already paid. And they told me that is up to my bank and that will take 5 working maximaal waiting time but that can be earlier usually.

I'm still waiting and till today I did not receive anything yet on my bank account. 😒

Thanks for the explanation.

Have you received your last payment yet since your last message?

Please let me know

Dear Midou_20,

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.