X7 Casino - Player’s winnings haven’t been received yet.

so made cashout 6 days ago, and every day they say so i did attach few screens from chat

Dear maletins,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

14 days? they have in their terms 48hours

Dear maletins,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

no they just cancel my cashout and left my deposit of 30eur on my account

email from them

Hello,

We are writing to you regarding your withdrawal request of €130.00. Unfortunately, we had to decline it due to a breach of our Terms & Conditions.

After an internal investigation, we have detected that you have committed bonus abuse. Please note that delaying the playing of a game round until after the wagering requirement is completed or accumulating prizes to use them after a bonus zeroed out is an abuse of our Casino’s Terms & Conditions: 

Therefore, your withdrawal request was declined and the winnings generated were voided. Your initial deposit has been returned to your cash balance.

If you have any other questions, concerns or comments, please do not hesitate to contact our customer service team.

Sincerely,

Payments Cashier

when i request cashout i didnt had any active bonus on my account

Dear maletins,

I hope you are well. According to the casino’s statement, it appears that you accumulated bonus rounds across different games and later returned to complete those rounds after the bonus period had ended.

Please be aware that this strategy is prohibited under the casino’s terms, and they are within their rights to confiscate any winnings accumulated from these bonus rounds.

If you have any additional questions or concerns, please feel free to reach out.

Best regards,

Nick

Dear maletins,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.