An Austrian player had been waiting for over a week for the online casino to complete the KYC verification process. The player was suspicious of the casino's practices. The player had provided all requested documents, including a passport, household invoice, selfie, and photo of their credit card. However, the casino had repeatedly cancelled their withdrawal requests without explanation. The casino did not respond to our inquiries regarding the player's issue. Consequently, we marked the complaint as 'unresolved', which might have negatively affected the casino's rating. Despite our efforts, the lack of cooperation from the casino had led to an unsatisfactory resolution for the player. The complaint was closed as unresolved.
7Bets.io Casino - Delayed KYC verification for player's account.
Black points: 182
Amount: €800
7Bets.io Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.4
7Bets.io Casino has a Safety Index of 1.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
6 months ago
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8 months ago
Translation
For over a week now, they have refused to complete the KYC process, my documents simply have not been verified. After reading similar complaints, it is clear that this is obviously their practice....
Automatic translation:
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8 months ago
Hello DiePartei,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7Bets.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
I uploaded the common documents (passport and household invoice) when registering, and they were also approved.
When they paid out they wanted a selfie and a photo from their credit card, which was a week ago and they are just being put off from day to day
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8 months ago
Hello DiePartei,
As stated above verification may take up to 14 days so I would recommend to wait only. Please let us know if it would take longer.
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8 months ago
kyc is over, but they dont pay out.
Cancell all requests and in the chat they dont answer any message
as example the pic
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8 months ago
Hello DiePartei,
Which payment method are you using to withdraw your money? How long after the request it got canceled? Is any withdrawal currently pending?
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8 months ago
Translation
I tried to withdraw with Crypto twice (I was also advised by the chat), both times it was canceled within hours. When I tried to ask why, there was no response.
Out of frustration, I tried to pay out via bank, but this request is still ongoing
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8 months ago
Translation
Payout request via bank has now been canceled without giving any reasons
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8 months ago
Thank you DiePartei for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hello DiePartei,
I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know 7Bets.io Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to shed more light on this matter
We would like to invite 7Bets.io Casino to join the conversation.
Dear 7Bets.io Casino,
Could you kindly furnish details explaining the reason for the delay in processing the player's withdrawal? Why have the player's documents not yet been reviewed and verified?
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8 months ago
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.
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7 months ago
Dear DiePartei,
I have tried to contact the casino repeatedly but have 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.
Although 7Bets.io Casino is licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend you choose casinos based on their reviews and ratings in the future to avoid situations like this.
I am sorry we could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
