7Bets.io Casino - Player's withdrawal is delayed due to account verification issues.

Good day! I registered with this casino and made a deposit of approximately $500. Right now, my balance is $609. In March, I wanted to withdraw part of the funds. I sent all the necessary documents they asked for by mail. Every day, they promised me via the support chat that my account would be verified that very day. And like this every day! Almost two weeks have passed! My account remains unverified! I can't play slots, go to the casino, or make sports bets! I can't deposit or request a withdrawal! The support chat has stopped responding to me altogether!!! They are simply ignoring me! When I connected to the chat from another device and they learned my username, they began ignoring me again! I have also never received a response by email. I never received any kind of bonus from them. I only played with my own money! Please, help me withdraw at least part of my personal funds! This kind of treatment of customers is simply fraud!

Dear xray200, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I provided them with all the documents they requested. Passport, passport selfie, bank card statement. Submitted on March 31. I understand that this is a long process, but they do not answer me at all. And over time they blocked even in the chat! All communication channels have been cut off! Why did they do it? Only bad and unreliable casinos do that!

Thank you very much, xray200, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear xray200, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite 7Bets.io Casino representative to join this conversation. 

Dear 7Bets.io Casino, could you please provide more information about this case? 

Looking forward to your reply.

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.

My account has been blocked. Along with all my deposits. I did not receive any explanation.

Hello,

This user is blocked permanently due to insulting our livechat operators for several times.

Regards,

7Bets team

You have not paid me my funds for more than a month!!!!! Is this a joke??? What appeal do fraudsters and thieves of other people's funds deserve??? GIVE ME MY DEPOSITS BACK!!!! These are my own funds!!!! You can take the winnings!!! I just don't have enough nerves right now!!!! This is just some nonsense!

Dear casino gurus, I still have screenshots that show chat operators, every day they lied to me that my account would be verified today and I would be able to withdraw funds! But nothing happened except blocking my account! They lied to me every day!

Dear 7Bets.io Casino,

Thank you for your reply.

I understand that it may be sometimes difficult to communicate with frustrated players, but according to your Terms and conditions, part 10.3 (a) you state the following;

10.3. We have the right to remove or restrict live support service or immediately terminate your Member Account if you:

(a) make any statements or share any materials that are insulting, abusive, defamatory, harassing, sexually explicit or grossly offensive, including but not limited to expressions of profanity, bigotry, racism or hatred;

(b) use any of our support services to advertise, promote or otherwise relate to any other online entities;

(c) are reasonably believed to be trying to unfairly exploit our services, for example, by making repetitive untrue statements in regard to the same case, transaction or feature;

(d) make statements about Company or any other Internet site(s) connected to the Website that are untrue and/or malicious and/or damaging to Company;

Based on your own rules you do have a right to end the member's account, but there is no mention of forfeiting winnings nor deposits.

Dear xray200,

please keep in mind that rudeness, foul language and threatening never help in communication with the customer support. This kind of behavior we, as well, see as not acceptable. I understand frustration may be the big factor of the anger, but I believe we can all do better.

Hello,

Yes, we can close account. Win amount removal is subject of your discretion.

Regards,

But take your winnings! I don't need them from you! Give me back my personal funds!!! MY DEPOSITS ARE NOT YOUR PROPERTY!

Dear 7Bets.io Casino,

thank you for your reply.

I understand that sometimes there might be a challenge to communicate with some frustrated players, however, even after such an encounter, the fact that a player has won and is requesting to withdraw his winnings should not be denied. Please reconsider your decision regarding this case.

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.

Dear xray200, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, 7Bets.io Casino received a ‘1.9 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.

I do not understand. Why do we need their representative here?

Dear xray200, 

our role in this complaint is to maintain a communication channel between casino and player. We are here to mediate the issue. And if any party does not want to cooperate, we do not have any legal power over them. We can decrease their rating on our website, and that is very likely going to happen in this casino, and we can spread awareness for the future players, since this entire communication is public. But other than that, our hands are tied.