X7 Casino - Player’s withdrawal is delayed.

My withdrawal request is pending in casino since 24.12.2024. Casino paid part (1000EUR) of my winning in December. I contact support from time to time via chat and reply is always the same that Gaming Team is reviewing my account. I know usually this process takes a month but in my case it will be 3 months soon. I am not sure that casino is going to pay remained amount from my winning.

Dear adilsonmodesto315,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you accumulated your winnings with or without an active bonus?

Have you passed the full KYC verification?

Could you kindly forward me the communication between you and the casino customer support regarding the delay in your payment? My email address is veronika.f@casino.guru.

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for your response.

As far as I remember I played on real money.

My account was verified. I didnt get any request from casino for additional documents for verification. My previous withdrawals were fully paid.

The support stated that the casino communicated with the game provider, but I was not informed about any provider decision. I would like to see the provider response.

I forwarded emails to you.