Digits7 Casino - Player's withdrawal request has been delayed.

September 12 I made a withdraw request for$100 that I won from the welcome/signup bonus. I completed the kyc i.d. verification and was told afterwards that no verification was needed in my region. I then did a $44 verification deposit on Sept 15 and since it didn't show my withdraw request anymore, iafe a new one for $144 bc it sates I can immediately cash out my verification deposit with my wife nnings and I sent an email like I was told to the payments and documents emails I was provided. They verified my bitcoin receiving address and my deposit. After about a week of not hearing anything else I started messaging them almost daily to find out what was going on with my withdraw and always received the same answer that it was still in the ten business day time frame to approve or reject the withdraw. Then after the 10 days I had 4 separate representatives on different days, even, tell me that we're going to escalate my case since nothing had been done yet. I still haven't heard anything. I just want my money for crying out loud

Hello be4reelz,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Digits7 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Dear be4reelz,

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.

my account was fully verified with my id and deposit on the 15th of september. my digits7 account is under amberlo****595@gmail.com

i had a welcome bonus chip that i used to get my winnings and i know i completed the playthrough requirements because they took the remaider of my winnings when i finished the needed playthrough. i just tried to contact the casino about qn hour ago and no one will respond on live chat to me. i tried cancelling my deposit so i could redo it and maybe speed up the process but now it doesnt show i have any money at all except $0.09!!! i, thankfully, took a screen shot right before i cancelled the withdraw. so now idk if i messed up by cancelling the withdraw. idk what to do now. i want my winnings or at the very least i want my deposit back thwt i used for the verification and was withdrawing with my winnings. but i expect the casino to stand right and give me what they owe which is the full $144.00 . this is the first casino i have had trouble with and it has made me extremely wary of wanting to try others or recommend online casinos to anyone.thank you for your help in this matter

Hello be4reelz,

Would it be possible to forward the mentioned screenshots and the communication between you and the casino to nikolas.b@casino.guru?

I sent the email of what i have to the email given.

I found more emails between me and the casino i just sent to the email given.

Hello be4reelz,

Would it be possible to forward your betting history from the time you have used the bonus?

They gave me $10 chip like q fa6 after my withdraw and i didnt play it til i asked customer service if it was going to mess up my withdraw and they said no, it wouldn't and to go ahead and use the chip. Other than that, i havent played so as not to delay my withdraw with any confusion.

Hello be4reelz,

Would it be possible to forward the communication between you and the casino together with your betting history to nikolas.b@casino.guru?

Dear be4reelz,

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.

I eont know gow to get my betting history for you and i already sent you what i have for communication with the casino. I dont know what else i can send you guys.

Thank you be4reelz for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear be4reelz,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Digits7 Casino to join the conversation.

Dear Digits7 Casino,

Can you please provide more information on why the player's withdrawal was not processed yet? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

So i recieved a $65 bitcoin payment from the casino, yesterday finally. Not quite the $144 i withdrew requested.

Dear be4reelz,

I'm glad that there has been at least some development. I'm waiting for additional details from the casino team regarding why the complete sum of $144 has not been disbursed to you.

Dear Digits7 Casino,

Could you kindly furnish more details explaining why the player has not received the entire amount of $144 yet?

Dear be4reelz,

The casino team informed me via email like this:

And the exchange rate is like this

So it looks like you received the right amount.

Your deposit of $44 was fairly played over by you and unfortunately lost.

I hope the situation has been clarified. Can I assist you with anything else, or can we consider your complaint to be resolved?

Thank you for the help. Just to let you know though, they told me i couldnt withdraw my deposit without playingit through, which is entirely different than what they first told me which was i would be able to cash it out with my winnings immediately so its still a pretty iffy place i think. Thank you again!

Dear be4reelz,

I recognize that, from a user experience standpoint, the live chat support may not have provided you with ideal information; however, the Terms and Conditions take precedence.

It's a common practice that, in order to withdraw winnings from a No Deposit bonus, a verification deposit is required. Additionally, every deposit must be played through at least once as part of our anti-money laundering measures.

I do acknowledge that the casino team could have handled the situation more effectively. Despite the loss of your deposit, you have received your winnings, and I believe we can consider your complaint resolved. Do you agree?

Yes and is it normal to exchange money and THEN get crypto to send. Dont they just make it crupto then send it? Bc mine was a cry0to withdraw

Dear be4reelz,

I acknowledge your viewpoint that the casino team could have managed the situation better, and I find your last question to be valid. Nevertheless, this matter should be directed to the Digits7 casino team rather than to us.

Anyway, as the casino team has sent you your winnings in the amount as they should and you confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru