BET7K Casino CL - Player claims that payment has been delayed.

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Dear Kronokio,

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 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

• Update with key proof protocol CDT-522717: Support itself confirms my net loss of $2,507,130 on October 23rd in Fortune Rabbit, which generated a rushed cashback of $626,782 scheduled to be credited that day, but never was. It doesn't appear in my cashback history or my actual balance. They subsequently refused to pay, citing a final decision without specifying any rule violation, and closed the chat with the bot Kevin without transferring me to a human. Screenshot attached.

New evidence, protocol CDT-522717: Support confirms that my cashback claim of $626,782 from October 23rd was closed without intervention and was not credited. When I requested proof of the decision, agent Kevin responded that he did not have access to further details, additional evidence, or the internal justification. They closed the chat and sent a survey. No clause cited, nor proof of breach of the Terms and Conditions. Total amount in dispute: $697,026.

Update: Casino closes protocol CDT-522717 acknowledging $626,782 in uncredited cashback and opens new protocol CDT-522733 for the same amount from 10/23. Same excuse: evaluation within 24 hours. Uncredited postponement pattern. Amount remains unpaid and unjustified under the Terms and Conditions.

Hello, good afternoon. I am attaching the following as new evidence.

Final Case CDT-522733: Casino closes cashback case without processing for October 23 ($626,782) and October 24 ($15,543). Agent Kevin confirms that decisions are final without citing the breached Terms and Conditions and refuses to transfer to a human representative. Since October 17, they have been systematically withholding my VIP cashback with the same 24-hour excuse. This is the second case closed without payment (CDT-522717 and CDT-522733). I request a ruling in my favor due to unjustified withholding and lack of transparency. Please expedite my complaint, as this site does not respond to support emails, their help website is nonexistent, and any form of contact is unreliable. Thank you for your time.

Serious update: The casino has changed its story for the third time. Now, agent Camilla C claims a cashback cap of $200,000. Previously, they said 24 hours and closed two protocols, CDT-522717 and CDT-522733, without processing, acknowledging $626,782 + $15,543. This cap didn't exist when I played, and my bonus is a personalized 25% VIP bonus, not a standard promo. Even accepting their cap, they haven't paid the full $200,000. This is proof of contradictory excuses and bad faith. I request the minimum payment of $200,000, as acknowledged by them, plus the difference up to the promised $642,325 VIP bonus.

New evidence

Dear Kronokio,

Thank you for providing the additional information and evidence regarding your complaint.

Unfortunately, Casino Guru does not handle disputes concerning bonus eligibility, including VIP bonuses and cashback offers. Each casino has its own rules and conditions determining which players qualify for these bonuses and the amounts they may receive.

Our team can assist with complaints involving winnings generated from a bonus when a casino refuses to pay them out. However, disputes concerning an expected bonus that was not credited, or disagreements over the amount of cashback a player should receive, fall outside our scope of mediation.

We understand that you disagree with the casino's explanations and the cashback amount offered. Nevertheless, we are unable to assess or rule on your entitlement to this VIP cashback bonus.

For these reasons, we must close this complaint as outside our scope of assistance.

Thank you for your understanding.

Best regards,

Jean