Mega7's Casino - Player has a problem with a bitcoin withdrawal.

The casino states in the cashier that Bitcoin is the ״perfect payment method to make deposits and receive your payouts״ (However, it is not possible to withdraw money through Bitcoin). On November 21 I decided to make a deposit using Bitcoin. After I had a win of 2,302USD I tried to withdraw money using Bitcoin but there is no option in the cashier to withdraw money through Bitcoin. When I contacted the casino (on the same day) they claimed that it is a "technical issue" but they do not have estimate time frame for a solution. More than a month have passed and still they do not have any solution or timeframe and I can not withdraw my money. I contacted the casino several times and have evidences.

Hello Daniel.

We are very sorry to hear about your troubles. I understand that this situation is unpleasant for you, but please note that availability of deposit/withdrawal methods is not entirely in hands of the casino. Legislation and payment providers may significantly influence this matter. The most important thing is whether the casino offers you another payment method to get your money. If they offer you another payment method, you can wait a bit longer and hope that they will fix the Bitcoin withdrawals or use another payment method. If you are unhappy with how they treat you, then you can choose another online casino with Bitcoin support. Please let us know whether the casino offered you a payment alternative.

I can not get my money. The casino states in the cashier that Bitcoin is the ״perfect payment method to make deposits and receive your payouts״ but they offers only bank wire transfer which I can not use because of the legislation in my country.  My money is stuck in the casino because of incorrect advertising of the casino. In addition, it seems that they do not work to solve the problem.

Hello Daniel.

I understand that this situation is very unpleasant for you. We are trying to find some solution with the assistance of the casino. Please be patient.

Thank you very much.  I hope it will solve the problem. 

Hello Daniel.

Sorry that it takes so long, we are trying another contact to get a faster reply from the casino. Please be patient.

Hi Daniel,

I trust that you're well. The casino has looked into your query and have noted that you did not take up the suggestion to utilize an alternate withdrawal option to avoid delay. We are sorry that our BTC option has not been available and apologize for the inconvenience for not being able to process to your preferred method. Technical issues with BTC processing are out of the casino hands and solely depends on their respective processor rectifying the issue. We have received an ETA advising that the problem should be fixed early next week. In the interim, we will be arranging for our finance department to get in touch with you to ensure that your account has been verified for payments. Please keep a lookout for an email in this regard and hopefully your withdrawal is settled by the end of the week ahead. Once again, please accept our sincere apologies and a reminder that an alternate payment option is available to avoid any further delays.
 

Best Regards,

Angela
 

Next week sounds good. Daniel, please send us a message when you make a BTC withdrawal, and I will close the case. One more time we are sorry that you have a problem to withdraw a BTC payment, but please understand that this is a problem of payment provider and casino is trying to solve the problem. I hope everything will be fixed and you will enjoy the casino once again.

Hello, I sent verification documents to the casino and my account has been approved today. I hope the problem will be fixed during this week as mentioned by the casino. Please do not close the case until I will update here. I appreciate the efforts to solve the problem. 

I will keep complaint open until Daniel confirms that his bitcoin withdrawal was successful.

Hi Guys,

Hope you well.

We can confirm that our Bitcoin processing is up and running. Daniel needs to initiate his withdrawal soonest, as the funds he wishes to withdraw are still in his account. We await Daniel’s request and will attend to his payment once received. 

As an operator, processing is outsourced and comes with its own risks, however, we do our best to ensure that we have an alternate option available to guarantee our players are paid timeously. Whilst, we understand that the alternate may not be preferred, it is made available nonetheless.

Thank you for your fair assistance in this matter Matej.

Best regards

Angela

Hi, I submitted a withdrawal request. Waiting for the funds to be received. 

Hello Daniel.  

Any news? Was your withdrawal successful?

Yes! I got paid. Thank you so much!

Dear Daniel,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Mega7's Casino, thank you very much for your outstanding cooperation.