X7 Casino - プレイヤーの撤退が遅れています。

Heyo,

Short and crisp;

2nd August submitted a withdrawal of 300€ after I won with my deposit of 50€

14th August as of today: nothing happened.

I've been told since Thursday 8th August, that my withdrawal will happen the next day.

Got worse lately with longer withdrawal times (4-6 days, but this is new - lol)

Best,

P

(I've submitted this on Askgamblers already, but X7 seems to be ignoring complaints there)

Dear Potatohead,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?
• Did you activate a bonus on top of your deposit?

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

Best regards,

Kristina

Yeah, I made over 30 withdrawals prior to that.

There's a match deposit bonus with every single deposit I made, never been an issue.

Update:

Now they say:

"Thank you for waiting, Paul. According to our relevant team, they are still waiting for your 50 EUR deposit made on 02.08 to show as received on our side. As of the moment, this hasn't been received yet so they will just wait until we receive them and the withdrawal will be processed."

I have already sent the bank statement with the transaction on it almost 2 weeks ago.

Edit: I used SOFORT (Instant Transfer) for deposit

Thank you very much for your reply, Potatohead. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Forwarded you the logs via email!

Before we move on, could you please check and confirm that the deposit amount has not been returned to you?

No. Yesterday they requested various documents for payment methods I do not own, therefore didn't use.

After Askgamblers reopened the case, they immediately approved the withdrawal.

As soon as I have received the funds I'll update you!

Sounds good, hopefully, you will receive your winnings soon. Please let me know.

Dear Potatohead,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Potatohead informed us via reopen request that the withdrawal was successfully processed.

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru