7BitCasino - Player's withdrawal requests have been declined.

I had won $26000 and submitted multiple requests to try and withdraw and they were so difficult to verify account then after account was verified kept declining payment saying account number was entered incorrectly even though it was entered correctly and I even sent them a screenshot I have multiple pages off messages asking them what Is wrong and for there help and they just kept making out my bank was incorrect and wouldn't even approve any off the payments straight too card until I gave up was convinced by them my account just would not work they would not tell me what they needed too change until I spun it back in then they told me exactly what details were incorrect but the whole time were just saying cryptic messages like check your account is it the same as what Is verified which it was whole time I even sent them screenshot off what I was filling out and they Said if that's correct fill it out resubmit I submitted in one day like 16 times or something crazy every time declined no explanation till it was gone

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.

Dear Mkavarnos29,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Do you currently have any pending withdrawal requests?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello, no sorry I hadn't made any successful withdrawls from that account they were my first attempt and after 2 horrible days managed to get all verified but then nothing more

No more pending withdrawls now.

And not from bonus were all just winnings

severe failure in player protection and payment infrastructure, which resulted in the loss of $26000 in valid winnings.I attempted to withdraw a balance of $20,000 / $26000 over a total of 16 consecutive timeswould stop try both bank transfers and card transfers. Every single attempt was rejected or frozen by the system. The platform failed to provide clear instructions on how to format the data for a bank transfer and the payment would just keep getting declined and back in my balance. Allowing a player to experience 16 consecutive withdrawal rejections on a life-changing sum of $26,000 without a single automated flag, account freeze, or intervention from a supervisor or manager even though I requested there help multiple times, i feel is a failure of the casino’s duty of care. This continuous loop of rejection directly caused severe psychological distress, they made the whole process from verification so horrible it affected me being able to work or sleep and which ultimately led to the unfair depletion of the entire $26,000 balance.Because the casino failed to provide a stable, functioning withdrawal pathway for a major payout and made me feel like it just wouldnt go into my bank im sure if you read the dialogue you can understand how hard it was affecting me,

I would off happily withdrew it all but they had said $20000 max per week which was only reason I hadn't tried btw

Thank you for your reply, Mkavarnos29. Could you please clarify whether you currently have any remaining balance in your casino account?

They even mention in the dialogue something along the lines off human error due to being tired and make sure it is exact number as on your statement which it was I couldn't understand why they would always answer our Financial institute big speech say all these things and not just reply like this is what needs to be changed so I would read all this big thing and matching statement so I would do it as I felt was correct and then submit decline it was making me scream it was so frustrating and they could clearly tell my well being wasn't great mentioning the sleep thing

Sorry no its emptied it was extremely hard eveytime I would have too log back in and fill out that withdraw like a idiot to just have it cancelled with no actual excuse or help felt like they were just tormenting me

Each time I'm seeing that big response we are appreciate your patience where here to help out financial team take safety like big explanation then make sure your putting in account same as what Is on your statement and I'm like I am I'm copying straight from the app everytime and I'm saying too them why are yous doing this too me I'm doing what yous are saying surely stressing like that should off triggered a cool off period for them too just explain In 1 message this is what you need to do but they just couldn't time and time again 14 times in a day was rediculous all day and night adding too My not being able too sleep or understand how or what they wanted from the same long generic message with only slightly different variations hinting what they wanted but I just thought was same message as from start which was there error saying use account which is verified which it was rhe whole time

What started off as one off the best things too happen too me in a long time at a time i really needed more than ever over 3 days became a nightmare that has just taken so much I asked so many times please just even process the small amount on a card withdrawl I finally had it verified I just had my doubts the whole time it seemed to good to be true and If you read from the dialogue how almost impossible they made initial verification then was just like ur actually laughing at me and just not gonna pay how can u keep just declining and saying I've put my account In wrong and not even action the lesser card withdrawl

I feel like they should off kept me and my money safe when you click withdraw they need to keep it safe but instead they sent me insane they didn't help me you would think with me constantly sending it back no changes that something was wrong and they should off stepped in to protect me and the money but instead they just kept making me worse.

What was going to be the best thing too off happened too me for a long time turned into a nightmare from the way they handled the withdrawl process the way it left me not able to sleep I haven't been to work this whole week its ruined me and I don't understand how they don't see this is there fault they are responsible they did this too me and it won't go away now it's destroyed and destroying me by the minute

Thank you for your reply, Mkavarnos29.

I'm very sorry to hear what you've been through. I can see this has been a very frustrating situation for you. Unfortunately, because the funds were used to place bets and subsequently lost, we are unable to recover or refund the lost winnings or assist further here. Responsibility for the account, active balance, and any bets placed rests with the player. I understand this is frustrating, especially given the failed withdrawal attempt, but we cannot ask the casino to refund these losses. We truly wish we could do more, but we are unable to assist further in this matter.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.