X7 Casino - El retiro del jugador se retrasa significativamente.

Hello

Since the 8th August I have been trying to get funds withdrawn from X7 Casino.

Prior to this they were very quick to pay my withdrawals, usually within the week. So I continued to play and built up withdrawals to the amount of $4892. I then realised they weren't being paid as usual so I have contacted them now about 10 times regarding this.

So far I get told repeatedly "they're being processed, the relevant team is looking into them, we have sent a follow up and waiting for a response". Over and over again.... Its very clear they are being delayed.

I have opened a complaint with the Kahnawake Gaming Commission with whom they are licensed and waiting for that investigation to happen.

I just want to withdraw my winnings.... I have checked their terms many times to ensure I haven't breached any. My gamplay has been consistent since before when my withdrawals were paid up until now where they aren't being. Nothing has changed except them not paying me!

I have saved transcripts of live chat telling me the same thing, I have emails with a similar message and my saved complaint to the gaming commission. I have their terms and conditions saved and all banned games that were on site at the date of my withdrawals also. Any help would be appreciated here

Dear raphaellafrance98, 

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.

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

When was the last time you communicated with customer support about the delay in the payment of your winnings?

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, 

Veronika

Hi Veronika

Yes I have completed and passed KYC verification, I was even getting paid out on previous withdrawals to this!

I have accumulated winnings whilst using their bonuses and promotions, but I have 100% adhered to the terms and conditions - I have checked so many times and made copies of their bonus and general terms. No terms were breached etc

The last time I communicated was yesterday to inform them of this complaint I am opening here, again they just told me "the relevant team is already looking into this" and to wait further for an update... same as the other 10-15 times I have contacted now over the past 3 weeks.

Thank you very much, raphaellafrance98, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi raphaellafrance98,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear X7 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify the status of the player's withdrawal request and when they can expect it to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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 raphaellafrance98,

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 EADR Ltd. – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Kahnawake Gaming Commission itself (https://gamingcommission.ca/interactive-gaming/complaints/ or complaints@gamingcommission.ca). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of X7 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The following message was received from the casino representative:

Dear raphaellafrance98,

Thank you for sharing your concerns with us. We understand your frustration and want to assure you that X7Casino is committed to processing all withdrawals according to our stated timelines.

As you may have noticed from your previous experiences with our platform, we have processed over 100 withdrawal requests from you in a timely manner. Unfortunately, your most recent withdrawal was delayed due to additional checks required by our game provider. They informed us that certain rounds were flagged for verification, which is a routine security measure. As a result, we had to wait for their response before finalizing the withdrawal.

We are happy to report that this matter has been resolved, and we currently see no pending withdrawals in your account. We appreciate your patience throughout this process. Should you have any further questions or require assistance, please don’t hesitate to reach out to us at support@stakes.com.

can you kindly confirm that last withdrawals have been processed on the following date: 16.09.2024 06:51

We wish you continued success and enjoyable gaming at X7Casino!

Best regards,

The X7Casino Team

Dear raphaellafrance98, could you please confirm receipt of the withdrawal? Was your issue resolved?

I really appreciate the help here and the reply from X7. You can class this case as closed and successfully resolved by the casino 🙂 Im glad as its my favourite place to play. Hopefully no further issues ongoing!

thanks again

Dear raphaellafrance98,

We're glad to hear that your issue has been resolved. 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, 

Natalia

Casino.Guru