The player from Portugal reported that his withdrawal had been pending for about four days, despite the account being verified and previous withdrawals being processed quickly. He found the support team unhelpful, providing unjustified excuses for the delay. The issue was resolved when the player received his withdrawal after five working days, likely prompted by the complaint he had filed. The Complaints Team marked the complaint as 'resolved' and appreciated the player's cooperation.
SevenPlay Casino - Player's withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €180
SevenPlay Casino
Safety Index:LowCase summary
Discussion
Public
Public
6 months ago
Translation
Friend Guru
Unfortunately this casino has been withholding my withdrawal since Friday 30/05, having already passed all the deadlines mentioned in the terms for withdrawals
My first withdrawal was processed in +/- 6 hours and received the next day.
This second withdrawal is already pending for +/- 4 days not counting the weekend
the support team, which is rarely available, just gives unjustified excuses.
I would appreciate your help
the account is verified and this is not the first withdrawal (as you can read)
Sincerely
Jorge M.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
6 months ago
Dear JMORE66,
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,
Veronika
Public
Public
6 months ago
Translation
Good morning, Veronika
I would like to inform you that my account is fully verified, and that this is not the first withdrawal.
I would like to inform you that the previous withdrawal was processed after 6/7 hours and that according to the casino terms withdrawals are processed UP TO 72 hours maximum.
Yours sincerely
JMORE66
Automatic translation:
Public
Public
6 months ago
Translation
Hello, Veronika
I would like to inform you that today, after 5 working days, I received my withdrawal (the casino must have seen the complaint filed, and decided to pay).
Thank you for your attention, and the complaint can be marked as resolved.
Thank you once again for your work
Yours sincerely
JMORE66
Automatic translation:
Public
Public
6 months ago
Dear JMORE66,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
