X7 Casino - Player’s withdrawals are delayed due to a translation error.

I submitted additional paperwork for my several withdrawals at this casino.

However, due to an error in the casino's translation system, the dates on the documents were not accurately identified. (They mistranslate the year 2024 as 2020)

I have submitted proof of correct translation, etc., but have not heard from them for a long time.

I would like to call a representative of the casino here to confirm as a third party that the documents are from this year.

Translated with DeepL.com (free version)

Dear andandjonnyx,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the documents along with their translation that you sent to the casino and were rejected? Please include all the communication between you and the casino customer support along with any other evidence that could be relevant to the investigation of your case as well. My email address is veronika.l@casino.guru.

When was the last time you communicated with the casino customer support?

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

Best regards

Veronika

Here are the documents submitted and the casino's response.

And this is the correct translation.

https://en.wikipedia.org/wiki/Reiwa_era

The corresponding year is also listed in the English Wikipedia.

We have also confirmed that Google Translate does not translate correctly. Perhaps the casino is using this translation system.

The withdrawal was completed, but the account was closed.

Apparently the casino closed my account for not submitting the proper paperwork, assuming that the paperwork I had submitted was for 2020.

I would like to have the person in charge here to clear up that misunderstanding.

Thank you for your quick response and for the more specific explanation of your problem.

Could you please confirm if the casino paid you the full amount that you had in your account?

Was your balance zero at the time the casino closed your account?

We don't know that.

It is possible that there are free spins left or a balance in the game.

Anyway, I'd like you to call the person in charge and ask them why they blocked your account.

If it was due to incomplete paperwork, please clear up the misunderstanding.

I apologize, but to be able to continue with your case, we need to be sure that there was a balance in your account at the time of the account closure. We don't investigate cases where the casino blocks a player's account after paying out the amount they had in their account. Thank you for your understanding.

To confirm this, I need to call a casino representative here to temporarily restore my account.

Dear andandjonnyx,

Our complaint resolution process follows strict guidelines that must be adhered to. Before contacting the casino representatives, our initial step is to gather as much information as possible from the player. It is crucial for us to confirm whether the player had a balance in their account when the casino blocked it. It is the player's responsibility to keep track of the amount they have in their account. I apologize, but since you are unable to confirm if you have some money in your account, and not just free spins or other loyalty rewards, we are unable to continue with the investigation and have to close this complaint.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.