@Weiss.bet, how long is you average withdrawal process? I checked your terms about withdrawal, it is written that withdrawal process may take 10 minutes or more.
Although this 7 hours is not the main issue as what I understand is that the above user tried it since more than a week ago but still unable to get his withdrawal at least until his last post.
He is one of your VIP user and as far as I can see he did not do something against your terms, why do you serve him that bad?
What makes the withdrawal take so long time to process? I think you should serve your players better if you do not want to lose your players.