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7BitCasino - Delayed Withdrawal over 1000

解決済み

苦情情報

係争中のカジノ

7ビットカジノ

$ 1200

投稿日 2024年1月5日

First I want to say that 7BitCasino has been responsive but unfortunately they haven't been very communicative once my ticket got escalated to the higher support team.

So quick timeline:
12/20/23: Made a small deposit (~$120). Lost it (oh well), no big deal.
12/29/23: Made a slightly larger deposit (~$500), turned that into ~$1,200.
12/30/23-1/2/23: Tried to withdraw and got the following error: "We are still waiting for confirmation of your last deposit". I went back and forth with support trying to identify the issue. Turns out it was an issue with the smaller deposit made on the 20th. Chatted with by Cashapp (How I deposit bitcoin). Figured out that the transaction was stuck on "processing" because of "congestion on the blockchain". Finally found the HashID # for the transaction. Passed that on to 7BitCasino support. They said that with the ID# they could escalate the ticket to the bitcoin team and that the BTC team would reach-out by email. So far its been radio silence.

I've offered to simply pay the stuck deposit with my current 7BitCasino balance. I also offered to resend the 12/20/23 deposit. I was told both these solutions are not possible.

I talked with the Cashapp to see if there was anything I could do to "unstick" the transaction and was told there wasn't.

So, I'd love to get some movement on this issue. I really like 7BitCasino and have never had any sort of issues in the past. I can provide more details if requested, I'm just a bit weary of doxxing myself.

投稿日 2024年1月7日

Quick update: Still nothing. No movement on a fix or communication from 7Bit

投稿日 2024年1月8日

Update: 7BitCasino finally contacted me but I am sorry to say they were not helpful and did not provide a satisfactory answer. Here is their message:

Hi, Customer!
Dear Customer,

We are contacting you regarding your depositing issue.
We are writing to inform you that the transaction is currently being processed on the blockchain network and has not yet reached a successful status.

We are very grateful for your long wait and patience while your request is being processed. We kindly ask you to wait until the transaction is successful on the blockchain network.

Please don't hesitate to contact us at your convenience. Our team is available around the clock and ready to assist you.

END OF THEIR MESSAGE

THIS IS NOT A SATISFACTORY SOLUTION: So the problem is that the blockchain transaction could be stuck forever or it could be stick for a few months or it could be days. There is no way to tell. But I would obviously like my money before that and I of course can't use their site to gamble if I know that any money deposited will be locked due to a very small $120 deposit.

MY SOLUTIONS
I am simply asking for one of these solutions

Hold the stuck amount in my balance and allow me to withdraw the rest

OR

Let me deposit the stuck amount again to unlock my funds

OR

Subtract the amount pending from my current deposit

This whole process has been extremely frustrating and I really need 7Bit to do the right thing now. Making a customer wait over a week for a generic email that doesn't solve anything just isn't right.

AskGamblers
投稿日 2024年1月10日

Dear 7BitCasino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

投稿日 2024年1月11日

Dear RANDOMGBLER007,

We appreciate your feedback about our casino, and we would like to thank you for the opportunity to shed some light on the situation.

After thorough investigation of your deposit made on 20.12.2023 and passing the information to the payment provider, we received a reply that the deposit is currently being processed on the blockchain network. Unfortunately, neither our casino nor payment provider can influence the speed of the transaction on the network. This transaction is still waiting for confirmation in the blockchain which can be seen by using the following link: https:­//w­ww.b­lo­ckc­hai­n.c­om/­en/­exp­lor­er/­tra­nsa­cti­ons­/bt­c/8­6a3­525­a61­ca0­919­160­c6a­64c­fd9­92f­9ab­fcc­808­03c­0e6­cc6­b0a­4f3­8d1­093de9. You can also see this information on this screenshot: https:­//p­rnt.sc­/K1­4j8­Hfm­7UB-.

As a crypto-oriented casino we strive to provide the best gaming experience possible using cryptocurrency. Regrettably, the peculiarities of cryptocurrency payments may impose a limitation on the passage of deposits on the network. We apologize for the long wait for a response to your request and kindly ask you to wait, as you should be able to make a withdrawal request once the deposit is confirmed.

If you have any further questions, please do not hesitate to contact us, we are always happy to help!

Best regards,
7Bit Casino team

投稿日 2024年1月11日

Yes, I understand that. But I have been told that this transaction may stay pending indefinitely so we need to find a better solution. I can't withdraw (and therefore can't play any more) because of a small deposit... that doesn't seem right.

投稿日 2024年1月12日

Dear RANDOMGBLER007,

We appreciate your feedback and want to address your concerns.

It is important to clarify that players can initiate gameplay once the funds are successfully credited to their account. Our policy ensures that players have full access to their deposited funds before engaging in any gaming activities. This practice is in line with our commitment to responsible gaming and fair play.

In this disputed situation, we recommend reaching out to your payment provider, from which the transaction originated. They will be able to assist you in resolving any issues related to the transaction, and, if necessary, facilitate the return of funds to your account. Unfortunately, the processing of aforementioned deposit cannot be influence from our side.

If you require any further assistance or have additional questions, please do not hesitate to contact our customer support team via suppor­t@7­bit­cas­ino.com.

Best regards,
7Bit Casino team

投稿日 2024年1月12日

If I contact my provider, how do I fulfil the deposit amount? Will I resubmit the payment amount? Why can't I just do that now? Because I'm worried that if I reverse this deposit that my 7bit wallet will permanently be locked? This is all moot however, because cash app have stated that they can't do anything to speed up or reverse the deposit.

I'm sorry, but this is on you to fix. You have a loyal customer who's funds are being held due to no fault of their own.

I will say this again: I am willing to resubmit the deposit or I am willing to have the total subtracted from my current balance.

投稿日 2024年1月12日

You say: "It is important to clarify that players can initiate gameplay once the funds are successfully credited to their account. Our policy ensures that players have full access to their deposited funds before engaging in any gaming activities. This practice is in line with our commitment to responsible gaming and fair play."

But why would a customer ever deposit more funds and play if they know they can not withdraw any balance due to an old, small deposit that they have no control over?

投稿日 2024年1月14日

Dear RANDOMGBLER007,

We appreciate your detailed explanation of the situation, and we sincerely apologize for any inconvenience you've experienced. After a thorough investigation into the matter, we'd like to provide you with a clear understanding of the situation.

It has come to our attention that the delay in processing your withdrawal is related to a blockchain congestion issue with your deposit made on December 20, 2023. We understand the frustration this has caused, and we want to assure you that we are actively working to resolve the issue.

Please be aware that, unfortunately, we are unable to influence or expedite transactions on the blockchain. The nature of cryptocurrency transactions, especially during periods of congestion, is beyond our control. We recommend reaching out to your cryptocurrency provider, in this case, Cashapp, to explore potential solutions for expediting or resolving the stuck transaction.

We acknowledge your offer to cover the stuck deposit with your current 7BitCasino balance or resend the deposit. Regrettably, due to our commitment to transparency and fairness, we are unable to implement these solutions as they go against our established procedures.

If you have any additional questions or require further assistance, please do not hesitate to contact our customer support team. We remain committed to ensuring your overall gaming experience with 7BitCasino is positive and seamless.

Thank you for your understanding and continued trust in 7BitCasino

投稿日 2024年1月15日

I still am not able to get my money. I guess I should have been more careful in picking my casino. Shame.

7ビットカジノ 苦情

  • 66 / 67 解決済み
  • 1日 平均レスポンス
  • 5日 平均苦情ライフ
  • 17,544 USD 平均額

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