X7 Casino - El retiro del jugador se ha retrasado.

My withdrawal request is pending in casino since 24.12.2024. Casino paid part (1000EUR) of my winning in December. I contact support from time to time via chat and reply is always the same that Gaming Team is reviewing my account. I know usually this process takes a month but in my case it will be 3 months soon. I am not sure that casino is going to pay remained amount from my winning.

Dear adilsonmodesto315,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you accumulated your winnings with or without an active bonus?

Have you passed the full KYC verification?

Could you kindly forward me the communication between you and the casino customer support regarding the delay in your payment? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Dear Veronika,

Thank you for your response.

As far as I remember I played on real money.

My account was verified. I didnt get any request from casino for additional documents for verification. My previous withdrawals were fully paid.

The support stated that the casino communicated with the game provider, but I was not informed about any provider decision. I would like to see the provider response.

I forwarded emails to you.

Thank you for your response and for providing the emails. Could you please specify which game you played is currently under investigation?

Dear Veronika,

I play slots, the games name was Danger High Voltage.

Thank you very much, adilsonmodesto315, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you adilsonmodesto315 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask X7 Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

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.

Hi adilsonmodesto315,

I hope you're doing well.

I wanted to let you know that Peter, who has been handling your case, is currently on vacation. Since he has the most in-depth knowledge of your situation and direct contact with the casino, I’ve extended the timeline by 7 days to ensure you receive the best possible support.

I truly appreciate your patience and understanding during this time. As soon as Peter is back, he’ll be in touch with you right away.

Thank you again for bearing with us.

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 Kahnawake Gaming Authority (complaints@gamingcommission.ca) 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