The player from Italy had requested a withdrawal prior to submitting her complaint. Unfortunately, her winnings had not been received yet. The issue was resolved, and the player confirmed that the complaint had been marked as 'Resolved' in the system. We appreciated her cooperation and were available for any future assistance.
7BitCasino - Player’s withdrawal has been delayed.
Closed
Our verdict
Other
Amount: €200
7BitCasino
Safety Index:Very highCase summary
Discussion
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2 months ago
Translation
Greetings ,
I'm writing because 7bit Casino isn't processing my €200 withdrawal. They sent me an email saying that I didn't meet the wagering requirements, etc., and I had successfully deposited into my gaming account. I also went through their verification process and was waiting for the withdrawal to be processed. I was shocked when they sent me this email about fraud. But honestly, I think they just don't want to pay. It's really unfair. I strongly advise against playing there because they aren't compliant, in fact, it's a scam. I haven't done anything illegal, and I'm demanding my winnings. I've also deposited often, and the first time they processed my withdrawal without a hitch.
Thank you. I await your response.
Silvia
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2 months ago
Dear player,
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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 months ago
Translation
Thank you. I have attached what they wrote in response. They don't want to pay! Thank you. I asked for an explanation, but they haven't responded. Among other things, I asked them to check again because they are making a mistake!
Edited
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2 months ago
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Now I did as they said with the wagering requirements. They should process the withdrawal but at the moment I'm still waiting.
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2 months ago
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Since the withdrawal wasn't processed quickly, I replayed the amount. Unfortunately, I was tempted. Of course, I didn't expect an anti-fraud check and to have bet without respecting their terms.
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2 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
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2 months ago
Dear player, I'm truly sorry to hear that you ended up losing your funds. However, please understand that the player is responsible for the money in their casino account until it is successfully withdrawn. Until the funds are processed and received, they remain available for play and, unfortunately, can be lost.
We always recommend that players avoid using the pending withdrawal balance for further play to ensure a smooth and successful payout process.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
