Hello

I made a payout at the above-mentioned casino on January 28th, 2023 and have not received any feedback since then. I have never had any problems with this casino before. All payouts always went through no matter how high they were. The payout was probably also approved, but I never received the money, although there were never any problems there, it was actually always on the same or next working day in the account.

Hallo

Habe am 28.01.2023 eine Auszahlung bei dem oben genannten Casino get?tig seit dem her keine rückmeldung mehr bekommen. Ich hatte vorher nie Probleme mit diesem Casino. Alle auszahlungen immer durch gegangen egal wie hoch sie waren. Die auszahlung wurde wohl auch noch genemigt aber habe das Geld nie erhalten obwohl es dort nie Probleme gab war eigentlich immer am selben bzw am n?chsten Werktag auf dem Konto.

Hello Brian43,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SuperSeven Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Unfortunately, I can't give an exact period of time when I was verzified, but I've been playing there for over 2 years and never had any problems. Didn't use any bonus, and the last thing I wrote to support was a deposit problem, which was 3-4 months ago.

This is the latest status but the money never came into my account.

Ich kann ihn leider nicht einen genauen Zeitraum nennen wann ich Verzifiert wurde aber ich spiele dort seit über 2Jahren und hatte nie irgend welche Probleme. Habe keinen Bonus genutzt, und das letzte was ich mit dem Support geschrieben haben war ein Einzahlungs Problem was aber auch schon 3-4 Monate her ist.

Das ist der letzte Stand kam aber nie auf meinem Konto an das Geld.

Thank you Brian43 for all the information provided so far. I will now forward your complaint to my colleague Natalia ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it,

Regards,

Nick

Hi Brian43,

I've just reviewed your case and fully understand your concerns about the delayed payout. In order to help you with the issue, I will contact the casino, and we'll see what can be done when they reply.

I'd like to invite SuperSeven Casino to join this conversation and participate in resolving this case. Can you please provide us with more information regarding the case? Could you please confirm if the withdrawal request has already been processed by you or not?

I'm looking forward to hearing from you.

Best 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.

Hi Brian43, 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 the Curacao Gaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia