POZADINA
Pridružio sam se 7Bit kazinu 4. novembra 2023. Ponuđeno mi je nekoliko bonusa, ali sam ih sve odbio. Deponovao sam 1200 AUD ukupno od 4. novembra do 7. novembra 2023. preko Apple Pai-a. Shodno tome, koristio sam samo svoj novac, a moj balans nije bio izgrađen bonusima.
Tokom tog perioda, izgradio sam svoj bilans do $16,509 AUD, prvenstveno igrajući Baccarat, Tiger Bonus Baccarat, Roulette i Odds Up Roulette (igre za stolom uživo koje je obezbedio Svintt). Podneo sam zahtev za povlačenje svog ukupnog stanja 7. novembra 2023. koji je naknadno odbijen zbog KIC-a. Zatim sam završio KIC proces (koji je uključivao izuzetno dug razgovor [2+ sata] sa predstavnikom korisničke službe jer su tražili dokumente koje fizički nisam mogao da dobijem; imam kopiju evidencije ćaskanja) 7. novembra 2023.
Nakon procesa KIC-a, podneo sam još jedan zahtev za povlačenje 7. novembra 2023. koji je kasnije ponovo odbijen. Ovog puta sam obavešten da je moj zahtev na „dodatnom pregledu" i „verifikaciji kod našeg provajdera". S obzirom na veličinu dobitaka, potpuno sam razumeo da moraju da preduzmu dalje provere i preglede.
Međutim, svaki put kada sam tražio ažuriranje od 7Bit-a, naišao sam na generički odgovor da nisam u mogućnosti da pružim vremenski okvir kada će ovaj pregled biti završen.
Napominjem da sam od 7. novembra 2023. do sada povećao svoje stanje do 20.000 AUD, ali još nisam podneo naknadni zahtev za povlačenje jer mi je savetovano da sačekam dok se pregled ne završi. Ova ravnoteža se ogleda u mojoj istoriji igara koja je u prilogu.
Otvaram ovu žalbu jer je prošlo 14 dana od mog prvobitnog zahteva za povlačenje, i postajem sve zabrinutiji zbog namere 7Bit-a da ispuni svaki zahtev za povlačenje. Napominjem da se u odgovoru na moju najnoviju e-poštu korisničkoj podršci 20. novembra 2023. čini da su potpuno ignorisali moju zabrinutost.
TRAŽENI REZULTAT
Želim da dobijem vremenski okvir kada će ovaj pregled biti završen (kako bih bio siguran da 7Bit namerava da ispuni zahtev za povlačenje) i da povučem sva sredstva (20.000 AUD) sa mog naloga.
BACKGROUND
I joined 7Bit Casino on 4 November 2023. I was offered several bonuses, however I rejected all of them. I deposited $1200AUD in total from 4 November to 7 November 2023 via Apple Pay. Accordingly, I was using only my own money, and my balance was not built with bonuses.
Across that period, I built my balance up to $16,509 AUD, primarily playing Baccarat, Tiger Bonus Baccarat, Roulette and Odds Up Roulette (live table games provided by Swintt). I submitted a withdrawal request for my total balance on 7 November 2023 which was subsequently declined due to KYC. I then completed the KYC process (which involved an extremely long chat [2+ hours] with the customer service representative as they were requesting documents which I physically could not obtain; I have copy of chat logs) on 7 November 2023.
Following the KYC process, I submitted another withdrawal request on 7 November 2023 which was subsequently rejected again. This time, I was advised that my request was undergoing 'an additional review' and 'verifications with our provider'. Due to the size of the winnings, I completely understood that they needed to undertake further checks and reviews.
However, each of the times that I have sought an update from 7Bit, I have been met with a generic response of not being able to provide a timeframe of when this review would be completed.
I note that from 7 November 2023 to current I have now built my balance up to $20,000 AUD, however have not submitted a subsequent withdrawal request yet as I have been advised to wait until the review is complete. This balance is reflected in my gaming history which is attached.
I am opening this complaint as it has now been 14 days since my initial withdrawal request, and I am becoming increasingly concerned about 7Bit's intention to fulfil any withdrawal request. I note that in the response to my latest email to customer support on 20 November 2023, it appears that they completely ignored my concerns.
OUTCOME SOUGHT
I wish to be provided with a timeframe on when this review will be completed (so that I can be provided with certainty that 7Bit intends to fulfil a withdrawal request), and to withdraw all the funds (AUD$20,000) in my account.
Automatski prevedeno:
