X7 Casino - El jugador experimenta un proceso de retiro retrasado.

Won a nice amount with one of their reload bonuses and now the casino is delaying the payment. I have made deposits and withdrawals before on this casino. They are not giving any reason for the delay and always saying that they will forward the message to the relevant department. I have screenshotted their terms and conditions from the day I won just in case they change them and tell me that I have broken rules.

Dear Punter_Pro, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

• Could you please advise when exactly you requested this withdrawal?
• When did you make the last successful withdrawal and how many days did it take to be processed?

Thank you in advance for your reply.

Best regards, 

Kristina

Hello,

I made a withdrawal before on the 8th of this month and it was processed in 4 days. The amount was 999€. The current withdrawal that is delayed was made on on the 9th on this month.

Thank you for your reply, Punter_Pro. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
• What is the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, 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.

Yes, it was the same one that I used before. The withdrawal is pending.

They transferred 2k€ to me last week. Said nothing about the rest but they are still pending on the site.

Thank you very much, Punter_Pro, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Punter_Pro,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite an X7 Casino representative to join this conversation and participate in resolving this complaint.

Dear X7 Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Dear Punter_Pro,

Thank you for bringing this to our attention, and we apologize for any inconvenience caused.

We want to assure you that all your withdrawals at X7Casino are being processed in accordance with our standard withdrawal terms. As you mentioned, all previous withdrawals made last month have been requested and processed without issue. Please note that our terms specify a processing period for withdrawals, and we are committed to adhering to this timeframe. Your current withdrawals are being confirmed within the scheduled processing days as per our Service Level Agreement, which ensures timely and secure transactions.

If you have further questions or encounter any issues, please feel free to reach us directly at support@stakes.com. We are here to assist you!

Best regards,

The X7Casino Team

Dear X7 Casino,

Thank you for your response and the information provided.

Could you let us know approximately when the player will be paid?

I'll be awaiting your reply.

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.

Hello Punter_Pro,

I am in contact with the casino representatives outside of the complaint thread and they requested to extend the timer. I will extend the timer by an additional seven days.

Your patience is much appreciated.

Hello Punter_Pro,

Did you manage to receive all the funds?

I'll be awaiting your reply.

Dear Punter_Pro,

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.