The player from Germany had requested a withdrawal two weeks ago after successfully completing KYC verification and receiving confirmation of account approval. Despite the withdrawal being marked as processed, he had not received the funds in his crypto wallet and had received unhelpful responses from customer support. The player confirmed that he was fully verified and had been waiting over 14 days since the withdrawal request without receiving the funds. The Complaints Team had requested communication records with the casino to investigate further but did not receive a response from the player. Consequently, the complaint was closed due to lack of cooperation, though the player could reopen it in the future.
X7 Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €50
X7 Casino
Safety Index:LowCase summary
Discussion
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1 month ago
Translation
I received a bonus of 12 free spins on December 23, 2025. The free spins were awarded every other day, as the bonus was part of a month-long promotion. I played the free spins and was then able to meet the wagering requirements for the bonus, and the bonus money was converted into real money. The maximum winnings from this offer are €50. After requesting a withdrawal, I had to fully verify my profile. I provided all the required documents and completed the KYC verification. I also received an email confirmation that my account was fully verified. The request was then processed on December 28, 2025, and the withdrawal was approved. Since then, no deposit has been received in my crypto wallet. When I contacted customer support via live chat, I was only told that the withdrawal had been processed and paid out. I still haven't received the withdrawal, nor have I received any useful information from customer service. First, I was asked to provide statements from my wallet, and shortly afterward, the chat was closed. The next support representative I spoke to asked me to wait a little longer, as in some cases a withdrawal can take longer than usual. A third representative claimed to have forwarded my request to the finance department and said they would contact me by email as soon as the problem was resolved. I'm still waiting for a response. I'd like to know what else I can do besides contacting the casino or customer support, and what steps I should take next?
I look forward to your feedback!
Best regards
Karl P.
Edited by a Casino Guru admin
Automatic translation:
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1 month 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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1 month ago
Hello,
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 within 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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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1 month ago
TranslationThank you for your prompt reply. I am fully verified and have made deposits at the casino. I submitted the withdrawal request 17 days ago, and it was confirmed 12 days ago. Since then, I have not received any funds.
I hope that the period is long enough to be able to do something about it.
Thank you for your effort and time, and have a nice day. I look forward to your reply and greatly appreciate your offer of help.
Best regards
Karl P.
Edited by a Casino Guru admin
Automatic translation:
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1 month ago
Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the delay in processing your payment at veronika.f@casino.guru. Thank you for your cooperation.
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1 month ago
Dear Karl1334,
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.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
