7Bets.io Casino - Povlačenje igrača se odlaže.

Hello. I have been playing at this casino for a number of months, but unfortunately am having terrible problems with communication now that I have finally got some money to withdraw. I have spent many, many thousands with this casino and been loyal - but withdrawals keep getting rejected and no reasons given. The original cashback was £1,000 and I have turned this in to £24,000 (however only £2,000 can be withdrawn max at a time). I was originally told that the wagering was the reason for rejected withdrawal but I have now wagered far over 20x. I really hope this to be sorted out soon, because if it is I would be more than happy to continue playing with them. Many thanks for your time, Tom

Dear Heen13,

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

Do you see any progress bar regarding the wagering of your bonuses in your casino profile?

Have you made any successful withdrawals from this casino before?

Could you please send me a screenshot of your transaction history?

Have you passed the full KYC verification?

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

Best regards

Veronika

Hi Veronika, thanks so much for looking at this so quickly.

There is no progress bar that I can distinguish, however I have manually calculated that I am over 30x wagering on the £1,000 cash-back. I did get an email from support@7bets.io saying that 20x wagering was required so I ensured to do this.

I have never attempted a withdrawal before.

I have sent everything required for KYC verification, but have never received a response as to the completion (this was over a week ago).

I have attached a screenshot of the attempted withdrawals.

Many thanks again,

Tom

Hello. I would like to provide an update to this case. The £2,000 was eventually received just now (via BTC) however they have informed me that the bonus terms dictate that the remaining balance is now void (so the £22k is now at £0). I cannot see this in the Ts & Cs. To be honest, at this point I’m just glad I got the £2k out but I will never deposit again with this casino. More fool me. And let this be a warning to others.

Dear Heen13,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice since it seems to be a common practice for 7Bets.io Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from 7Bets.io Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime. 

We’ve reopened this complaint at the request of 7Bets.io 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 casino representative got in touch with us and sent us the following email:

Hello,

As user stated he has withdrawn 2000 GBP. According to our bonus terms and conditions double amount of cashback can be withdrawn and user had received that amount.

Why have you closed complaint us unresolved?

Dear Heen13,

I have checked the Bonus Terms of 7Bets.io Casino, and this is what I found:

1.7. The maximum withdrawal limit from no deposit bonuses is 100 EUR. The maximum you will ever be able to withdraw from play with funds associated with a (no deposit) bonus is 1000 EUR. The maximum withdrawal limit from Cashback win is double amount of Cashback. The maximum win restriction persists after the completion of the wagering requirement. To request a withdrawal, you must fully verify your account and make the same amount of deposit.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. This means the casino was eligible to cancel the remaining funds during the withdrawal.

If there is any additional information that would support your case, please do not hesitate to contact us. Otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Hello. Although I find this condition very, very "anti-customer" I can accept that I missed this. However I would like to add two things:

Firstly the communication has been shocking, and you rarely get a response from 7bets.

And secondly, I have on many occasions requested for my account to be closed due to an addiction to gambling. On every occasion this has not been done, and ignored. And even offering further incentives to keep playing whilst ignoring these requests.

I find that predatory behaviour and would request that they refund all deposits made following my first request to self exclude permanently.

I totally understand how frustrating it can be when you feel like your concerns aren't being heard, especially when it comes to something as important as your gaming experience. In an online casino, quick and responsive customer support is crucial — not only for resolving issues but also for building trust and making sure players feel valued. Everyone deserves to have their problems addressed promptly so they can enjoy a smooth and fair experience.

Regarding your self-exclusion, would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is veronika.l@casino.guru. Could you please specify the exact date when you first requested the closure of your account?

Dear Heen13,

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.