7BitCasino - プレイヤーの撤退が遅れています。

have been fully verified and have withdrawn via bitcoin once before on this casino (7bitcasino) but on the 7 April I withdraw $2000 said it was approved but never received however a week later it reappeared in my casino account. So I withdraw again , said approved but didn’t receive it. I’ve been in contact back and forth via email to this day trying to get answers, then they said they processed it again about 2 weeks ago but still haven’t received. Have spoke to bank but they said no sign of it on there end . I’ve given the casino my bank statement twice to prove it and yet they claim it was sent successfully.

Hello katywood123,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7Bit Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi my account was verified over a year ago . No bonus was used and I deposited via bank card. Email was 24/05 and I was telling them how I’ve attached my bank statement to the email as they hadn’t responded when I first sent it. They responded same thing I’ve been told million times that it’s with the financial department and they’ll get back to me. Which they actually did yesterday but only to again just tell me that it was successfully sent on there end . Basically the same conversation giing circles

Hello katywood123,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Have tried sending them. There’s quite a bit so not sure if sent properly and some communication was via chat which I don’t have so hope it all makes sense to u

Hello katywood123,

Thank you for the communication provided. Would it be also possible to forward a screenshot of your withdrawal history in the casino before we would try to get in touch with them?

Have forwarded

Hello katywood123,

Can you please forward it from your casino account not as an e-mail confirmation? (withdrawal history within your casino account and a statement from your payment provider into which you requested the withdrawal to - to prove that it did not arrive)

Hi that was from the casino account not an email, it was transaction history. but il send you bank statement now

Thank you katywood123 for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok thank you

Dear katywood123,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 7BitCasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 7BitCasino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Dear katywood123 and Casino Guru Team,

Thank you for bringing this matter to our attention. We understand the frustration caused by the delay in receiving the withdrawal and would like to address the situation thoroughly.

The delays in processing the player's withdrawal were due to additional checks to ensure the successful completion of the transaction. Initially, a reversal was conducted due to an error on the part of the payment provider, and the player resubmitted the withdrawal request. Subsequent to these checks, the withdrawal was processed successfully on our end, and the funds were sent to the player.

Upon investigation, the payment provider confirmed that the transaction was completed successfully. The acquirer received a confirmation from the issuer, indicating no issues with the transaction's success. A PDF confirmation document has been provided to the player on June 1, 2024. It is recommended that the player contacts their bank with this document to trace the funds. If there are any further issues or questions, our support team remains available to provide assistance and clarification.

Our commitment to ensuring a secure and transparent process remains strong, and we hope this information helps in resolving the issue. Please feel free to reach out if any further assistance is required.

Best regards,

7Bit Casino team

Dear 7BitCasino,

Thank you for your response.

Dear katywood123,

Could you please confirm that you have received your withdrawal?

Hi no I have not received it

Thank you, katywood123, for the information. I'll let the timer run for an additional 7 days. If you receive your funds in the meantime, please let me know.

My bank can not trace funds that was never received, the bank that sent the funds needs to do that

Dear 7BitCasino,

Could you please share the proof of payment by sending it to my email address at jakub.m@casino.guru?

Dear 7BitCasino,

Thank you for providing the proof of payment.

Dear katywood123,

To my understanding, you've received the same transaction confirmation from the casino. Could you please clarify the withdrawal method used for this transaction? Did you request the withdrawal to your card? If so, is this card linked to the bank account for which you have provided a bank statement?

To help us gather more clarity on this matter, could you please provide a photo of the bank card to which the withdrawal was issued, as indicated in the proof of payment? Please ensure that only the first and last four digits of your card number are visible in the photo. You can post the picture here in the thread (where it will remain hidden from public view) or send it to my email address at jakub.m@casino.guru.

Thank you in advance for your cooperation.

Dear katywood123,

Thank you for providing the picture. It is clearly visible that the card number matches the one on the transaction confirmation from the casino. Could you confirm if you have tried to gather information about this payment from your bank? Have you shown the bank the document provided by the casino? What was the outcome? Did they inform you that they cannot trace this transaction?

Hi yes I have tried asking my bank , several times actually. And I gave them all the transactions details 7bit casino gave me . They told me there wasn’t anything they could do on there end. The bank that sent the funds needs to do a trace the funds, all they could tell me was that it definitely hadn’t been received

Dear katywood123,

Thank you for your response. Could you please let me know if you are still in contact with 7BitCasino support regarding your case? Have there been any updates from either your side or the casino's side? Additionally, could you please send me the bank statement for the period from June 24th to today's date? We need to confirm that the payment has not yet been received.

In the meantime, I would like to kindly ask 7BitCasino to take an extra step and recheck this transaction with the payment provider. This relatively high amount of money had to end up somewhere, and since the player's bank is unable to trace the transaction, it seems the only viable option is to seek assistance from the payment provider who issued the transaction.

Thank you for your cooperation.

Dear katywood123 and Casino Guru Team,

We hope this message finds you well.

Our team would like to inform you that we have already escalated this issue to the payment provider for further investigation. We have provided proof of the transaction, which confirms that the funds were successfully transferred to the player’s bank account, and this evidence has been sent to the player.

If the player claims that they have not received the funds and has contacted their bank regarding this transaction, our team kindly requests that the player provide a bank statement in PDF format covering the period from April 21st to the present day.

We hope for your understanding and cooperation.

Best regards,

7Bit Casino team

Have sent pdf bank statement to jakub.m@casino.guru and support@win7bitcasino.com

Dear katywood123,

Thank you for providing the bank statement.

Dear 7BitCasino,

Have you had a chance to review the provided document? As noted, the bank statement clearly does not show the payment from the casino. Are there any updates from the payment provider regarding this issue?

Thank you.

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.

Dear katywood123 and Casino Guru Team,

We would like to provide an update on the current situation.

The PDF file provided by the player has been forwarded to the payment provider for further verification and investigation. The review process is still ongoing, and the team is awaiting their response. The situation is being closely monitored, and any necessary steps will be taken to ensure the issue is fully resolved.

Efforts are being made to address any additional challenges that may arise during this process. As soon as an update is received from the payment provider, the player will be informed immediately, and the necessary actions will be taken to achieve a satisfactory resolution.

Understanding that this delay may be frustrating, every effort is being made to expedite the process. Thank you again for your understanding and continued patience.

Best regards,

7Bit Casino team

Hello everyone,

I was wondering if there are any updates on this case?

Nothing to report on my end

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.

Dear katywood123 and Casino Guru Team,

We would like to inform you that the transaction was not processed on the payment provider side. The funds were returned to the player's balance.

We kindly ask katywood123 to log into her account and make a withdrawal request using the available withdrawal methods.

In case of additional questions, we ask katywood123 to contact our chat or email regarding the future withdrawal of funds.

Thanks for your understanding.

Best regards,

7BitCasino team

Dear 7BitCasino Team,

Thank you for providing the update regarding the status of this case.

Dear katywood123,

Could you kindly confirm if the funds have been returned to your casino balance? Once confirmed, please proceed with submitting a new withdrawal request and inform me once it has been processed successfully.

Hi I received the funds today . Thank you so much 😊

Dear katywood123,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo