Digits7 Casino - Player struggles with withdrawal method and payout delay.

I have requested 2 deposits from this casino-one for $100 on 6/24, which was confirmed, and another one for $200 on 6/27, which is still being "Verified". Then I get a message from their banking department stating that my bitcoin address is not going to work for payment. The exact message said "The crypto address you provided is a cash based crypto address which we cannot use as your payment method."

I find this rather odd, as I used the exact same address to deposit to this casino. The address I submitted is a Cashapp BTC address. I called Cashapp customer service, and was told this address is sufficient for payment.

The first $100 was won from welcome free spins, and I satisfied all requirements for that payout. The second was from a deposit.

Dear finngrl1965,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Kindly be aware that some payment methods are available only for making deposits, and for withdrawals, players have to select a different method offered by the casino.

If the withdrawal cannot be processed using a cash-based cryptocurrency address, I’m afraid you will need to provide a coin-based cryptocurrency address instead.

Could you please inform us if you have access to a coin-based crypto address?

Do I understand correctly that you have not received either of your withdrawals yet?

I hope we will be able to help you resolve this issue as soon as possible.

Best regards

Veronika  

I have a Cash App bitcoin address and I also opened up a Coinbase account (there is a wallet attached to this account). But the address of this account starts with bc, just like my Cash App address, which, according to Digits7, is the wrong type of account. I have not been paid my winnings yet. Apparently I am not understanding the problem here. I am verified on the Blockchain, as I buy and sell bitcoin from my Cash App account almost daily. I have requested help from this casino so that I can open the correct account and receive my winnings. I have not received any help.

Update: I received a payment to my bitcoin wallet last night, but only $63 of the $100 that was oweing. The remaining $200 is still outstanding.

Dear finngrl1965, thank you very much for the update.

I have checked the casino's Terms and Conditions and this is what I found:

Processing Fees and Limitations

• All withdrawals have a processing fee of up to ($)40, depending on the payment processor and/or withdrawal amount.
• Due to 3rd party processing limitations or policies, the withdrawal amount paid or processed to players on a weekly or monthly basis may vary.
• When requesting multiple withdrawals, the Casino reserves the right to combine total withdrawals requested into as few requests as possible to make payments faster, and up to the maximum allowed amount to be paid per week.
• Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.

It seems that your $100 winnings had a $37 processing fee.

Could you please advise what is the status of your $200 withdrawal request?

I have not yet received my $200 withdrawal

I understand. Could you please inform me if the withdrawal was approved or is it still shown as pending?

You have 1 withdrawal in process.

Request ID

#4580795

Date

6/27/2023 9:06:47 AM

Method

Bitcoin

Amount

$ -200.00

Cancel Withdrawal

Sorry, this was sent by mistake

Kindly note that usually, we recommend players wait up to 14 days for their winnings to be paid out. If you do not receive your $200 by July 11, please let me know and we will intervene. Thank you very much for your patience and understanding.

I have still not received withdrawal.

Thank you very much, finngrl1965, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi finngrl1965,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Digits7 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what are the reasons for the withdrawal delay? When the player can expect her request to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Sounds good. We'll keep our fingers crossed. Thank you for your help.

Dear finngrl1965,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of finngrl1965. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The message from the player:

I have not given up on this. I have contacted them at least every 2-3 days. I always get a response, but it's always the same thing, "We have sent your request to our payment department" and "We are sorry that this is taking so long, but rest assured you will receive your money." It has been over 2 months now and I wonder if I should just give up. The amount they owe me is $300 total; not a fortune, but money nonetheless. Is there anything else I can do about this? It's really irritating that they won't pay!

Dear finngrl1965, we'll try to contact the casino again, but please keep in mind that it's been irresponsive to our complaints, so there's very little chance we hear from them, though we'll keep trying.

Dear Digits7 Casino, I'd like to repeatedly ask you to share more information regarding the player's issue with the withdrawal.

I understand. It just infuriates me that these casinos can get away with not paying. I really don't expect you to waste any more time on these losers, I think I am going to chalk it up to lesson learned. Thank you for your diligence.

Unfortunately, the casino kept silent, so we will close the complaint as unresolved again.

I am sorry we could not be of more help on this occasion, finngrl1965.

Best regards,

Natalia