Stake7 Casino - 賞金の出金が遅延しています。

I signed up with the aforementioned casino on 12/31/2024. I have also confirmed my address and identity. Yesterday, the chat representative, Pascal, told me I should verify my credit card, which I did. Today, they said I am verified, but I have not received a confirmation like I did on 12/31/2024. It's really difficult to reach someone in the chat, and when I do, it's always Mr. Pascal, who supposedly can't do anything. They keep saying that the payout is being manually processed because it comes from a bonus. I have followed all the rules, I haven't played any prohibited games, and I haven't placed any bets higher than 5 euros. I've always double-checked everything. Now they say that I will only be paid a maximum of 700, which is fine as it's 10 times the amount. However, I find it outrageous that I'm only getting rude responses in the chat and no response whatsoever via email.

I have the feeling that this is being intentionally delayed. The 2 days they said it would take to process have already passed.

Ich habe mich am 31.12.2024 bei den oben genannten Casino angemeldet.Ich habe auch meine Adresse und Identität bestätigt.Gestern sagte der Chatmitarbeiter Pascal das ich auch meine Kreditkarte verifizieren soll,dass habe ich auch getan.Heute hat es geheissen das ich verifiziert,eine Bestätigung wie am 31.12.2024 kam aber nicht.Im Chat erreicht man die ganze Zeit schwer jemanden und wenn immer nur den Herrn Pascal der angeblich nichts machen kann.Es heisst nur das die Auszahlung manuell bearbeitet wird da sie aus einem Bonus stammt.Ich habe mich an alles gehalten,habe kein verbotenes Spiel gespielz und auch nicht höhee als 5 Euro.Habe extra alles immee kontrolliert.Jetzt heisst es das mir Maximal 700 ausgezahlt werden,was ja ok es da es das 10 fache ist.Nur ich finde es eine Frechheit das man im Chat nur freche antworten bekommt und per Email überhaupt nicht reagiert wird.

Ich habe daa Gefühl,dass es absichtlich verzögert wird.Die 2 Tage Bearbeitungszeut was sie höchstens brauchen sind auch schon vorbei.

Dear Rasselbande2,

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.

Dear Rasselbande2,

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.

Received the money

Habe das Geld erhalten

Dear Rasselbande2, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru