B7 Casino - Proces povlačenja igrača je odložen.

Hello CasinoGurus!

I seem to be going in circles with b7 Casino and i'm hoping this forum will provide clarity to b7 casino so that the remaining balance of my winnings can be paid.

On August 26th I Won an amount of 2922.74 EURO after making a deposit via BITCOIN. I have already been verified with B7 casino and have already withdrawn winnings in the past which is how I know the issue I am dealing with is a new one.

I submitted a withdrawal of 2000 ( max allowed per day) and that amount was paid without issue. After a couple of days I tried to withdraw the balance of the disputed amount of 922.74 but the withdrawal page was taken away.

Instead, when I try to access the page I am prompted to change my default currency to CAD. I should note, CAD was not an option when I singed up, ONLY EUR.

That is not an issue, I switched my currency to CAD, but when I did that my profile changed and my winnings disappeared from my balance. I switched back to my EUR profile and my funds reappeared.

When I explained this to chat support, they took my screenshots I provided and told me to check my e-mail for technical support solution.

Unfortunately the reply I got had nothing to do with my issue. The reply I got instructed me to withdraw VIA another payment method as they do not want to pay me through BTC. I assume I will be back to make a new complaint about that but for now I still cannot access the withdrawal page so the reply from the technical team was unhelpful.

I just tried going on chat again but the representative was not helpful and asked for the same screenshots again.

I invite B7 to this forum so we can ACTUALLY fix my issue with not being able to access the withdrawal page and THEN the issue with the withdrawal options which I have just learned of through their reply as I have no way of knowing what is available or not.

Thank you and I look forward to clearing this up!

Dear aucl89TT,

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.

• Is it possible that the issue is caused by your casino account being in Euros instead of Canadian dollars?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

So the issue a the moment IS the currency profile. I was always able to withdraw in the EURO profile until my last withdrawal. When I try now I am prompted to switch to another currency, which is CAD.

The issue is when I switch to CAD profile, my withdraw-able balance disappears. I intend on using the CAD profile in the future since it seems to be a new issue now but I would most definitely like to withdraw the remaining balance in my EURO profile. The only problem is I can no longer access the withdraw page in the EURO profile.

I will send you the chat transcript to the e-mail you provided!

I would just like to update this thread as I have been contacted by b7 casino.

" Hello, Noemie!

Your case is still being worked on. We'll make sure to wrap it up as quick as possible and once it's good, you'll get a notification from us in this ticket.

Thank you for your patience!

Best Regards,

Ophelia

Casino Support Team "

If B7 CASINO does not update any information on this complaint I will update it accordingly!

Thank you

Dear aucl89TT, do you have any updates regarding the withdrawal page?

I am still unable to access the withdraw page unfortunately.

Thank you very much, aucl89TT, for providing the necessary information. I will now transfer your complaint to my colleague Romi (romana.r@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.

Dear aucl89TT,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the B7 Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear B7 Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response!

Best Regards,

Romi

Hello, dear all!

Thank you, aucl89TT, for reporting this issue, it is important to us to provide you with a solution and resolve the matter to our mutual satisfaction.

We are sorry that the withdrawal process has been delayed, and you were unable to receive your winnings within the expected period. After consulting with the company's payment department, we regret to inform you that cryptocurrency is no longer an available withdrawal method for your country. Payment methods may change and at the moment, cryptocurrency withdrawals are not possible.

However, we suggest that you use a bank transfer to make a payment. Please select this payment method and enter the required details. The withdrawal will be processed on our side as soon as possible.

We hope for your understanding, and thank you for your patience.

Best regards,

B7Casino Team.

Hello, dear all!

Thank you, B7Casino Team, for clearing up the situation.

Dear aucl89TT,

could you do as the casino representative suggested and let us know, please, how it goes?

Thank you in advance.

Kind regards,

Romi

Hello to both parties again.

The issue I have repeatedly brought up with exhaustion has no relevance, at the moment, concerning withdrawal options.

The issue, as stated above is not being able to access the withdrawal page entirely. It is extremely hard to believe that the rep. from B7 casino did not read the complaint or see any of my conversations with support staff at B7 OR even the screenshots I have provided highlighting the issue.

I apologize if I feel like I am being gas-lighted by this recent reply by B7 casino but this has gone on for quite some time of ignoring my ACTUAL issue.

I ask B7 casino to please read and understand my issue and allow me to access the withdrawal page.

Dear aucl89TT,

We apologize for the inconvenience caused, your issue is being resolved on a priority basis, and we hope for a speedy resolution.

We inform you that payment methods have been added to your euro account, please try to withdraw funds via bank transfer again.

Best regards,

B7Casino Team.

In response to B7 CASINO. I appreciate all efforts but I still do not have access to the withdrawal page.

I have posted an updated screenshot of what I see when I click on withdraw.

I now have access to the withdrawal page.

Unfortunately the two options to withdraw are only European bank transfers as they both require a IBAN number which we do not use here in Canada.

I have posted a screenshot below of the two methods

I look forward to a solution to this now.

Hello all.

Dear B7Casino,

Could you provide a solution to this issue now, please?

Thank you in advance for your cooperation.

Best regards,

Romi

Dear aucl89TT,

Please note that when using a balance with the euro currency, you need to have a bank account in this currency so that you can withdraw funds. We only provide withdrawal methods that match the selected currency.

In the future, we strongly recommend that you fund your account using the currency of your country to avoid misunderstandings.

We are pleased to inform you that, as an exception, we have managed to enable the cryptocurrency method for you to withdraw. Please try to request a new withdrawal in the following order: My Account - Wallet - Withdrawal.

If you have any further questions, do not hesitate to reach out to us.

Best regards,

B7Casino Team.

Hello Casino Guru.

I would like to say thank you to both parties!

B7 allowed the bitcoin withdrawal to process and all matters have been settled.

Very much appreciated and thanks again!

Hello all.

Thank you, B7Casino Team, for your cooperation in this case.

Thank you, aucl89TT, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru