Digits7 Casino - The player's withdrawal is delayed.

Been waiting for over 3 weeks for my payout. The withdrawals have been showing as pending and have not moved. Communication with the casino has been a lot of apologies for the delay, and they keep reaching out to their finance department but nothing is moving.

Hello Corona42,

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 if your account is already verified and if yes, since when exactly? 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?

Looking forward to your answer.

Regards,

Nick

Yes account is verified. I can provide a screenshot. It’s an Inclave casino so I had to do verification through hooyu. The "my documents" section says "Approved". I did use a bonus but the bonus was deducted at the end of the 60x play through. There was also a cash out limit of $8000 AUD and my balance was knocked down to that cash out limit after the play through was finished. I ended at $7925 AUD.

Last time I talked to the casino was asking where my winnings were. At this time they are still listed as pending. And I was told 7-10 business days for approval. We are on business day 15 now. I attached those screenshots. I requested withdrawal by Bitcoin.

John

from today

It has been 4 weeks. And the apologies keep continuing for the delay.

Thank you Corona42 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Corona42 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Digits7 Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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,

Peter