SuperSeven Casino - 選手の退会が遅れました。

My deposits and winnings worth over 394 euros have not been paid out for over 1 month. My emails are not being answered and live chat isn't working either, the last email I received from superseven casino was that this casino was closing and that I should pay out my balance but nobody has responded since then. I would be happy if you would help me, thanks in advance, best regards

Meine Einzahlungen und Gewinne in wert von über 394 Euro werden seit über 1 Monat nicht ausgezahlt. Meine Emails werden nicht beantwortet und live chat funktioniert auch nicht , die letzte Email was ich von superseven casino bekommen hatte war das dieses casino schließt und ich mein Guthaben auszahlen sollte aber seitdem meldet sich keiner. Ich würde mich freuen wenn ihr mir helfen würdet danke im voraus schöne grüße

Dear Mavie,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

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

Best regards,

Petronela

Hello, I was not told why my payout was not processed. I only received a message that this casino was closing and I should pay out my balance. Since then, no one has responded and my emails have not been answered, and live chat no longer works. I can't reach anyone there and as I see here I'm not the only one with withdrawal issues, many players are affected with withdrawals. I wasn't told why I didn't get my payout. I would be very happy if you would help me to finally get my credit. Best regards, thank you in advance

Hallo mir wurde nichts mitgeteilt warum meine Auszahlung nicht bearbeitet wird ich habe nur eine Mitteilung bekommen das dieses casino schließt und ich mein Guthaben auszahlen sollte seitdem meldet sich keiner auch werden meine Emails nicht beantwortet auch funktioniert live chat nicht mehr. Ich kann dort niemanden erreichen und wie ich hier sehe bin ich nicht alleine mit Auszahlungs Probleme, es sind viele Spieler betroffen mit Auszahlung. Mir wurde nicht mitgeteilt wieso ich meine Auszahlung nicht bekomme. Ich würde mich sehr freuen wenn Sie mir dabei helfen mein Guthaben endlich zu bekommen mit freundlichen Grüßen danke im voraus

Thank you very much, Mavie, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello there,

Thank you Mavie for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SuperSeven Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Authority (www.curacao-egaming.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter