7Bets.io Casino - Player struggles with withdrawal due to repeated ID verification requests.

I joined 7bets casino 3 weeks ago and made a deposit with a bonus which was successfully wagered. I emailed my documents for verification and had a balance of approx 1200 . After chasing verification I was emailed that my account was verified but when I attempted withdrawal I was advised my selfie with ID was missing even though this was attatched to the original email so I resent it . After trying to get help to resolve this matter and being advised by chat support that it would be done on a certain time on a certain day it has still not been rectified . Feeling that I was never going to receive my funds and the site was using tactics to delay etc I resigned myself and attempted to spend the funds I had in my account but I now have over 2700 in my account and am being ignored by chat support and email support and getting no help . I would prefer them to tell me straight I will never see this money but it is alot of money and mentally draining having to deal with this . Please help

Dear Kerrybelle, 

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 if all of your documents have been approved by the casino - except for your selfie with ID? Does the photograph meet all the necessary requirements? Is it in high quality, is the text clear and legible, was it taken in a natural light?

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

Hi . I understand this but I have repeatedly asked if there is an issue to let me know so I am able to resolve it . I have had no emails stating that there is a problem with the selfie photo and it wasnt mentioned when I got the original email stating my documents had been verified surely this would of been the opportunity to let me know the selfie wasnt suitable to enable me to forward another one but I havnt had this answer from them .Also all my other documents have been verified. In the verification page they all have a tick beside them except selfie with ID

Just quick update . I dont know if this will be relevant but I sent exactly the same documents to sister site ninbet and within 24 hours all my documents including selfie have been verified. They operate the same chat support and when contacted I receive replies and support.

Another update. I emailed with yet another selfie following your advise regarding the quality of selfies and I have received a reply finally from support . I am not verified but most of my emails regarding this issue have been ignored so I can only hope a reply is a good sign?

Thank you for the update. Has your document been reviewed? Please let me know.

Hi . Document has been uploaded but not yet verified.

I have received this reply

When you send a selfie with your ID to the casino for verification purposes, it is crucial that all the personal information on your ID is clearly visible in the photo. Therefore, I suggest you take another photograph in natural light and in high resolution so that it can be easily verified.

Hi . I am in the process of attempting this again .

Hello

I am now unable to play any games recieving the message provider not available . I asked why games would not load to be told technical issues in one support chat then to be told in a chat a few hours later my playing history is being checked . When my balance reached almost 4000 I played to try and get it down as I am beginning to feel I will not receive my funds . My new photo has been uploaded and so I am once again waiting for it to be verified .

Apologies for adding to this again but I feel they are going to close my account down . I am sending 2 chat transcripts and my current balance . I have been told my account is " being checked"

Kind regards Kerry W.

Update .. so they have verified my account .. but they have removed my balance. I have no email with an explanation of this . How can they do this ?? They have credited me with my original deposit by the look of it???

Yet another update . Apparently my account has been checked and apparently my winnings have been confiscated because I played a " forbidden" game with bonus funds . This is so wrong as most of the games I could not play . This is devastating to me as after 4 weeks of waiting being patient and communicating upon verification they have found a reason not to pay my winnings. This is very unfair practice and a dangerous game this site is playing . This was alot of money. I know they have strong me along and fiund their reason not to pay me my winnings

Here is the chat transcript

although i am now aware of this i feel my limitation of games i was able to play they push players almost to play these forbidden games . It's not a coincidence i could not load certain providers until my bonus was wagered most of which were not on the forbidden list and most players will not fully read the massive full list of forbidden games and just find a game they are able to load . This has all caused me so much stress and it's all for nothing . I dont know how these sites are allowed to operate and game providers allow them in good faith to do this to players who are probably already not totally mentally good . Its should destroying. Thankyou for you help.

Thank you very much, Kerrybelle, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Thankyou

Hello . Do I need to do anything else ??

Hello, Kerrybelle,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 7Bets.io Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 7Bets.io Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the user's disputed winnings been confiscated? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Do I understand correctly that the casino allows a specific type of play mentioned above, and then confiscates players' winnings for breaching rules that are not enforced by its system?

Thank you in advance for providing the information.

That's great thankyou . I also attempted withdrawals at £800 and £1200 where after rejection the funds were returned to my account . Also when the winnings were confiscated why would they credit my account with the £30 I originally deposited ???

I dont think there will be a response but I thankyou for trying 😊

I also have as of yet not recieved an explanation via email as stated in the support chat .

It is a standard process when Bonus Terms and Conditions are breached, Kerrybelle. Online casinos confiscate only bonus funds/winnings and put initial deposits back into players' accounts. However, if there is only one reason (the one stated above) why your winnings were confiscated, it was not correct/fair. Otherwise, we will need more details and exaplantion.

We will have to wait for the casino's response anyway.

Great thankyou for explanation.

Hi . I have just read a case where a players winnings were confiscated due to playing a " forbidden game " played with bonus . This play proved that the game was not originally on the list but added later .. I have also checked forbidden game lists for other sister sites and the " forbidden " game I played was not on any of these lists . Otherwise the forbidden game lists are almost identical even in the same order .

Not sure if this will help me . Support said I played the " forbidden " game at 10.13 on 13th January . I only made my deposit at 9.11 on the 13th January . On the 14th January is when my bonus was wagered and i attempted to withdraw only £250 which was my balance at the time . This was rejected due to verification which was submitted that day . Following my withdrawal being rejected I continued to attempt to withdraw as my balance increased and increased . They rejected my withdrawal of £250 and returned the balance to my account . I had only been playing for 1 day . This was real money funds. You can see all my attempts at withdrawal . Beyond these my method stopped working so I could not attempt to withdraw again . Why was my account not " checked " at my attempt at £250.

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 Kerrybelle,

Since the casino representative regularly communicated with me before, and I can see he has not been online for several days, he may have a good reason for not responding. Therefore, I decided to provide the casino with an additional 7 days to respond and provide me with the additional information and details I requested.

However, please note if I am not contacted or no relevant details are provided until the current timer expires, the complaint will be closed in accordance with my previous post considering all the evidence gathered so far.

The casino representative will get the same information outside of the thread.

Thank you for your patience and understanding.

Thankyou for your help

Dear Kerrybelle,

Just informing you that the casino representative wrote to me during the week, and we are already in contact again - vacation.

However, it looks like I will have to wait for the additional details I requested from the casino and then discuss the matter internally with the team.

I will be back as soon as I have everything needed to provide you with how we will further proceed.

Thankyou

Dear Kerrybelle,

I am sorry for the delay. I am back with news.

After receiving additional details from the casino and discussing the matter internally with the team, we basically unanimously agreed that the winnings should not have been confiscated, and I contacted the casino representative back with our recommendation to pay out your disputed winnings.

Although the casino does not enforce its rules/restricted games correctly and fairly, as I could see, you accumulated some winnings in the restricted game, however, not significant compared to the whole disputed amount. Therefore, since the game is restricted for bonuses for some reason, and it could have given you also an unfair advantage, I dared to offer the casino to deduct the winnings made in the restricted game from the disputed amount (approx. 350 GBP), which I think it would be a sign of fairness on your side. So I am currently waiting for a response.

For some reason, the casino does not reply in the thread. However, to keep track of the processing time, I am resetting the timer for the casino, and I will inform you about an update and the casino's final decision when I have it.

Thank you very much for your patience.

This is great news thankyou I look forward to a resolution . Thankyou for all your help .

Kerrybelle, I can see the casino representative has not been online again for several days.

Since we normally offer 2x7 days for replies to both involved parties, the timer for the casino was reset, and we are fully clear about what is requested from the casino, I am extending the timer for the casino for the last time.

However, this time we are waiting only for the casino's confirmation of its reconsidered decision or rejection of our recommendation. When I get a response or the current timer expires, I will let you know and we will very likely know how the complaint ends.

Thank you very much for your infinite patience and understanding.

Hi . I notice the timer is up and no news . Am I correct this will now be closed ?

Dear Kerrybelle,

Yes, you are right.

Unfortunately, since we have not received any further relevant information from the casino regarding the issue (busy casino representative and inability to pay out your disputed winnings according to our recommendation), it makes no sense to continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I hope they will use this option in the future.

Best regards,

Branislav, Casino.Guru