X7 Casino - El reintegro del jugador se ha retrasado.

Hello, I deposited 100 € there and used a 300% bonus without a maximum cashout according to the terms and conditions.

I adhered to all bonus terms and conditions and wagered the bonus in full. I never exceeded the maximum bet of €5 and I also didn't play any prohibited games. I always read the terms and conditions carefully before playing the various games.

After successfully implementing the bonus, I continued playing and continued to comply with the bonus terms and conditions, as I know that this is required on the site. I then made a withdrawal of €2,000 and €1,500. My verification was successful after one day.

Then the email came on Friday evening. Unfortunately I can't upload it because I keep getting an error message. Is there another way I can send you the email? I just don't understand why I'm missing out on my prize. I've done absolutely nothing wrong.

Thank you for taking care of this!

Hallo, ich habe dort 100 € eingezahlt und habe einen 300% Bonus genutzt ohne Maximal Cashout laut den AGBs.

Habe mich an alle Bonusbedingungen gehalten und habe den Bonus vollständig gewagert. Ich habe nie den Maximal Einsatz von 5€ übertroffen und auch keine verbotenen Spiele gespielt, jedes mal bevor in die verschiedenen Spiel gegangen bin, habe ich genau in den AGBs nachgelesen.

Nach dem erfolgreichen umsetzen habe ich weiter gespielt und auch dann mich weiterhin ab die Bonusbedingungen gehalten, da ich weiß das dieses auf der Seite notwendig ist. Ich habe dann einmal 2000 und 1500 € in Auszahlung gegeben. Meine Verifizierung war dann nach einem Tag erfolgreich.

Dann kam am Freitagabend die Email. Ich kann sie leider nicht hochladen, da immer wieder eine Fehlermeldung kommt. Gibt es eine andere Möglichkeit wie ich euch die mail zukommen lassen kann? Ich verstehe es einfach nicht warum mir der Gewinn verweht wird. Ich habe mir absolut nichts zu schulden kommen lassen.

Vielen Dank das ihr euch darum kümmert!

Dear Bobic96,

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.

I have already received an email saying that the payment was rejected. Unfortunately, I cannot upload it here.

Ich habe schon eine Email bekommen das die Auszahlung ablehnt wurde. Diese kann ich hier leider nicht hochladen.

Dear Bobic96,

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.

Hi, no, unfortunately nothing new. I also tried to contact them via live chat and email. Unfortunately, I always get the same messages saying that I used fraudulent strategies and that's why my winnings will be canceled. But that was absolutely not the case, I didn't violate anything.

So far I still haven't been told exactly what I'm supposed to have violated.

I have not yet touched the €100 that is still in the account, nor have I paid it out.

Hi, nein leider nichts neues. Ich habe auch noch mal versucht im Live Chat und per Email Kontakt aufzubauen. Leider immer die gleichen Nachrichten mit dem O-Ton ich hätte betrügerische Strategien angewandt und deshalb wird der Gewinn storniert. Was aber absolut nicht der Fall war, ich habe gegen nichts verstoßen.

Bislang wurde mir auch immer noch nicht konkret gesagt gegen was ich verstoßen haben soll.

Die 100 € die noch auf dem Konto stehen, habe ich bislang nicht angerührt, auch nicht ausbezahlt.

Dear Bobic96,

Please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Additionally, can you please forward a screenshot or the link of the bonus you used?

Looking forward to hearing from you.

Regards,

Nick

I sent an email to the address with the screenshots.

Email habe ich geschickt an die Adresse mit den Screenshots.

Thank you Bobic96 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Bobic96,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite X7 Casino to join the conversation.

Dear X7 Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

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.

Dear Bobic96,

I wish I could bring you better news, but I find myself in a position where I cannot advance your complaint any further. Despite my repeated attempts to reach out to the casino representative, I have not received a satisfactory response from them as to why your balance shows only €100, and the situation regarding the forfeiture of the €3400 seems to have been decided without adequate evidence of any rule violation. Unfortunately, we have not been provided with any supporting documentation about the alleged rule violations, nor has the casino team shown a willingness to reconsider their initial decision and find a way how to resolve your case. Without the casino's cooperation, there is little more we can do at this point. I will have to mark your complaint as "unresolved" in our system. I know this isn't the resolution you were hoping for, but perhaps the negative impact of unresolved complaints on their rating will encourage the casino to reconsider their stance.

I recommend you contact the Kahnawake Gaming Authority (complaints@gamingcommission.ca) or via their webpage Dispute Resolution - Kahnawà:ke Gaming Commission and submit a complaint to them. The Gaming Authority might have more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru