7Slots Casino - Pelaajan kotiutus viivästyy eikä vastaa.

I am submitting a complaint against 7Slots regarding a withdrawal of $782 that has now been pending or repeatedly cancelled for nearly two months. I would appreciate your assistance in getting this resolved.

Background

I am an existing, verified customer of this casino. On 10 October 2025 I successfully withdrew $300 from this same account via Visa, with no issues. This establishes that my account is in good standing and that Visa withdrawals from this casino to my card have worked in the past.

I deposited funds most recently in cryptocurrency (BTC and USDC ERC20 on 12 February 2026). Despite depositing in crypto, the casino's platform only permits withdrawals to Visa or Mastercard, with no option to withdraw back to the crypto wallets I deposited from.

Timeline of withdrawal attempts (all for $782 unless noted)

- 24 February 2026 - Withdraw funds via Visa: Error

- 6 March 2026 - Withdraw funds via Mastercard: Error

- 11 March 2026 - Withdraw funds $400 via Mastercard: Error

- 27 March 2026 - Withdraw funds via Mastercard: still showing "New" (pending) more than three weeks later

Screenshots of my operations history, showing both the disputed withdrawals and the previous successful $300 Visa withdrawal on 10 October 2025, are attached.

Reasons given by the casino

On the first cancellation I was given only a vague explanation. After I resubmitted, the casino told me the withdrawal had been rejected by my bank. This explanation does not hold up: the casino successfully paid $300 to my Visa card in October 2025, so there is no standing rejection issue with my bank. Nevertheless, I opened an account with a different bank and submitted a fresh withdrawal on 27 March 2026. That request has now been sitting in "New" status for over three weeks without progressing, without rejection, and without any communication.

Attempts to contact the casino

The casino does not publish a support email address. The only way to contact them is through a web form on their site, which does not provide the user with a copy of the message sent or any ticket reference. I have submitted multiple messages through that form and received no replies. Live chat has been unreachable every time I have tried it. I have effectively been cut off from any means of getting a status update or an explanation, and the casino's own contact setup makes it impossible for me to provide documentary proof of my outreach.

What I am asking for

1. Payment of the $782 I am owed, either processed to a card I can actually receive funds on or, preferably, returned to the crypto wallet I deposited from.

2. A clear explanation of why three withdrawals to cards have now been marked "Error" and why the current request has been stuck in "New" for over three weeks, particularly given that the casino has paid me to Visa before.

Supporting information I can provide on request

- Full screenshots of the operations history, including the successful $300 Visa withdrawal on 10 October 2025

- Proof of the new bank account opened specifically to receive this payment

- Transaction IDs for the BTC and USDC deposits

Thank you for looking into this.

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Stay safe.

Dear bim900129,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you let us know how long did your last successful withdrawal took to be processed?
• Do I understand correctly that you have opened a new bank account specifically for the purpose of receiving the payment?
• If that is the case, have you already utilized this payment method at the casino for depositing or withdrawing funds?

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

Thank you very much in advance for your reply.

Best regards,

Attila

It took less than 24 hours for my last succesful withdrawal to be processed. I have actually reactivated a dormant bank account for this specific payment, yes. I haven't used the new card to deposit, I've only tried to withdraw.

Dear bim900129,

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi Atilla, I have emailed you my recent conversation with the casino.

Dear bim900129,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Lucia (lucia.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello bim900129,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear 7Slots Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

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.

Good afternoon,

Please submit new withdrawal requests, and I will immediately forward the information to our financial department for clarification.

I can see that there are currently no active withdrawal requests on your account, and I would like to help resolve this situation as quickly as possible.

Hi, I have submitted a new withdrawal request

Dear bim900129

I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment.

Dear bim900129,

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 still have not received payment

Dear 7Slots Casino Team,

I would like to kindly request an update on the current status of the player's withdrawal request. Thank you for your attention to this matter.

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.

Good afternoon,

At the moment, there are no active withdrawal requests from this player. Previous requests were automatically canceled due to a technical issue, therefore the user can submit new withdrawal requests again.

Thank you for the update.

Could you please clarify the nature of the technical issue that caused the player's previous withdrawal requests to be automatically canceled?

At the moment, we appear to be stuck in a cycle where the player submits new withdrawal requests, only for them to be canceled later due to the same reported technical issue. In order to better understand the situation and provide the player with accurate information, we would appreciate more details regarding the cause of the problem, any steps being taken to resolve it, and an estimated timeframe for a solution, if available.

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.

Hello bim900129,

May I ask if there have been any updates? Have you received your funds?

Hi, I still haven't received my funds.

Dear both parties,

At this stage, it appears that we have reached an impasse in this complaint. Communication from the casino has become limited, and despite our repeated requests, we have not received sufficient information or evidence that would allow us to properly assess the status of the disputed withdrawals and move the resolution process forward.

In the interest of fairness and in an effort to provide one final opportunity to resolve this matter, we will allow the casino an additional 7 days to respond to our inquiries and provide a substantive explanation regarding the current status of the player's withdrawals, together with any supporting documentation that may be available.

Should the casino fail to provide a meaningful response within this timeframe, we will unfortunately have no choice but to close the complaint as unresolved due to a lack of communication and insufficient evidence from the casino's side.

Please note that unresolved complaints may have a negative impact on the casino's rating on the Casino Guru website.

We sincerely hope that the casino will use this opportunity to provide the requested information so that we can continue working toward a fair resolution for all parties involved.

Good afternoon,

Your request has been forwarded to the finance department, and I will get back to you with an update shortly. I can also see that one request for the amount of $500 is currently being processed, meaning the funds have already been deducted from the account and should arrive soon.

Dear 7Slots Casino,

Thank you for your update.

I would appreciate it if you could confirm whether the withdrawal process is fully operational or whether there are any restrictions or limitations affecting the player's account. This information will help us determine whether any further issues with the withdrawal should be expected.

Thank you in advance for your clarification. I look forward to your response.

Hello bim900129,

I wanted to follow up and ask if the funds have arrived.

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.

Funds have not arrived yet

Dear 7Slots Casino Team,

This is a final opportunity to clarify the situation regarding the player’s unresolved withdrawal issue.

As of now, we have not received any further information from you regarding the technical issue that allegedly caused the player’s withdrawal to be cancelled. You have also stated that withdrawals should be working; however, the player continues to claim that they have not received their funds.

At this stage, we still do not have a clear explanation of what exactly is causing the issue on your side, nor have we received sufficient information that would allow us to properly assess the situation. Unfortunately, the case appears to be going in circles without any meaningful progress.

Please provide a clear and detailed explanation, together with any relevant supporting information, within the remaining four (4) days on our complaint timer. Alternatively, please ensure that the player’s withdrawal issue is fully resolved within this period.

If we do not receive a sufficient explanation or confirmation that the withdrawal problem has been resolved, we will have no choice but to close the complaint as unresolved. Based on the current status of the case, there is unfortunately nothing further we can do to assist without proper cooperation and clarification from your side.

Thank you for your understanding.

As we have not received a substantive response from the casino within the given timeframe, we are unable to continue the investigation at this stage.

The casino has not provided a clear explanation of the technical issue that allegedly caused the withdrawal to be cancelled, nor has it supplied sufficient supporting information confirming what happened to the transaction or why the player has still not received the funds. We have also not received confirmation that the withdrawal issue has been successfully resolved.

Due to the lack of meaningful cooperation and the missing information required to properly assess the case, we have no choice but to close the complaint as unresolved for the time being. I understand this isn't a satisfactory solution to the issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach.

Should the casino later provide a detailed explanation, relevant supporting evidence, or confirmation that the withdrawal has been completed, we will reopen the complaint and continue assisting with the matter.

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 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,

Lucia Stan

We’ve reopened this complaint at the request of 7Slots Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear 7Slots Casino Team,

Could you please clarify the situation and address the questions raised in our previous communication?

We would appreciate a detailed update on the withdrawal issue, including its current status and whether it has been fully resolved.

Good afternoon,

I can see that there appears to be a technical issue with withdrawals to your bank card. However, this seems to be an isolated case, as we have not encountered similar issues with this bank recently.

I kindly ask you to choose an alternative withdrawal method that is convenient for you so that we can process your withdrawal without any further delays or cancellations.

I will personally monitor your case to ensure that everything goes smoothly. Thank you for your understanding and cooperation.

Dear bim900129,

Could you please try using an alternative withdrawal method, as requested by the casino? Since this is the solution they have proposed, it would be reasonable to test it before the matter is delayed any further.

Hopefully, this will resolve the issue and allow you to receive your funds without any additional complications.

Why did my withdrawal to my bank card go through the first time? I have tried to withdraw to 2 different bank cards with different banks and they were both unsuccesful, Bank card withdrawals are the only withdrawal options the casino gives me, the others listed are unavailable to my country. I find it extremely frustrating and unfair that they accepted my cryptocurrency deposit but I cannot withdraw crypto, it seems my funds are truly "stuck" now. How convenient for the casino....

Dear 7Slots Casino Team,

Could you please clarify this matter and advise how the player should proceed in this situation? If bank card withdrawals cannot be completed, is there any alternative method you can make available so the player can receive their funds?

We would appreciate clear instructions on the next steps needed to resolve the issue.

Good afternoon,

As I mentioned before, this is an isolated case, and we are still unable to determine why the withdrawal is being cancelled.

I kindly ask you to submit a new withdrawal request, and I will personally monitor it to ensure it is processed successfully.

We sincerely apologize for the inconvenience and appreciate your patience and understanding.

Dear 7Slots Casino Team,

Thank you for your response.

Could you please provide any documentation or records confirming that the failed withdrawals were caused by an issue involving the player’s bank? This could include transaction logs, payment processor records, error messages, correspondence from the bank, or any other relevant evidence.

This is now the third time the player has been asked to submit a new withdrawal request. Since no detailed explanation or supporting evidence has been provided so far, it is understandable that both the player and Casino Guru remain concerned that the same situation may simply repeat itself: the player submits another request, it is cancelled, and they are then asked to try again.

We appreciate your offer to monitor the new withdrawal personally. However, before asking the player to repeat the process once more, we would appreciate some verifiable information showing that the underlying issue has been identified or that there is a reasonable basis to believe the next request will be processed successfully.

At present, we only have the casino’s statement that the matter is an isolated banking issue. Without supporting evidence, we are unable to properly assess the situation or determine whether the problem has genuinely been resolved.

You may send all relevant documents and supporting information directly to me at lucia.s@casino.guru.

Thank you for your cooperation.

Good afternoon,

Unfortunately, I am unable to provide specific documentation, as the level of access available to me does not include detailed transaction records.

However, I have consulted with our Finance Department and received confirmation that only a limited number of payment providers support withdrawals to the bank used by the player.

To resolve the issue, our Finance Department has asked the player to submit a new withdrawal request. Once the new request is created, we will process it manually to ensure that the funds are successfully transferred.

Additionally, the player was offered the option of using Skrill or MiFinity Wallet, should either of these payment methods be more convenient.

That said, using an alternative payment method is not required. One of the available solutions is simply to submit a new withdrawal request to the same bank card that was previously used, after which our team will handle the withdrawal manually.

I do not see the option to withdraw via Skrill or Mifinity anywhere. Please advise

Good afternoon,

As mentioned ранее, we kindly ask you to submit a new withdrawal request using the same details as before. This will allow us to process the transaction manually.

Unfortunately, after an additional review, we have found that Skrill and MiFinity are also not available for your account.

We are now waiting for your new request so we can resolve this issue as quickly as possible.

I have submitted a new withdrawal request

Hello bim900129,

We would like to update you that due to Lucia, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Lucia has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Lucia will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear both parties,

Could you please provide an update regarding the withdrawal? Has it been processed, or is it still pending?

Still pending

Good afternoon,

We are actively working on your withdrawal request. Our Finance Department has informed me that a new cryptocurrency withdrawal method, USDC (ERC20), has been added specifically for your account.

Please check your account and try to submit a withdrawal request using this method.

Unfortunately, there appears to be an issue with your bank. We have made several attempts to process the payment, but your bank has repeatedly rejected the transactions without providing a specific reason.

For this reason, we have arranged an alternative withdrawal method specifically for you to help resolve the situation as quickly as possible.

I don't see the option to withdraw USDT ERC-20 anywhere, please advise

Dear 7Slots Casino Team,

Since bim900129 have confirmed that the new option to withdraw their funds is still not visible or available in their account, could you please:

1. Check the player's account and ensure that the USDC (ERC20) withdrawal option is properly enabled and functional.
2. Provide the player with clear instructions on where to find and use this withdrawal method.

As this is not the first time the player has been asked to use a withdrawal method that was unavailable or not working, we would appreciate your prompt clarification and assistance.

Good afternoon,

I kindly ask you to provide us with your current payment details so that we can process the payment manually, as, due to technical reasons, the system is currently unable to display the cryptocurrency withdrawal option for your account.

As soon as we receive your payment details, we will proceed with the payment immediately.

Once the payment has been successfully completed, we would like to block your account as an unwanted account, as unfortunately, we are unable to process your withdrawals manually on a regular basis.

Thank you for your understanding and cooperation.

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.

Good afternoon,

Usdt was sent

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear bim900129,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Lucia