The German player had difficulties with the casino despite having deposited a substantial sum within three days. The casino asked for repeated documentation, including a bank statement, but did not acknowledge receipt or progress, and continued to only send the same response. The player had to involve a lawyer to help handle the situation. Despite our efforts to assist the player and extend the timeframe for response, the player did not provide further information or answer our questions. As a result, we had to reject the complaint due to lack of response from the player.
7BitCasino - Player facing issues with repeated documentation requests.
Amount: €1,000
7BitCasino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
I've been facing some issues even after depositing a substantial amount of money within a period of three days. So far, I haven't had any problems, and they've even paid out other sums. I've provided all the necessary documentation and even made multiple trips to the bank, but my concerns aren't being taken seriously. All I'm receiving is a repeated email that reads:
We hope this message finds you well.
We kindly request a bank statement in PDF format for the deposit made on 2024-04-03 at 14:22:52 UTC, at the amount of 70 EUR.
I've visited my bank, sent them photos with my face, ID, account statements, and so on. Regardless, there is no progress, only the same repeated email!
I've engaged my lawyer out of necessity and thankfully the legal expenses are covered by my legal protection plan. However, cases involving international and non-European entities are challenging, especially when they involve money.
I'm quite disappointed with the casino's live support. Their assistance had previously been good and they seemed eager to help, but the emails I've been receiving are both annoying and disinterested.
I'm based in Cologne, Germany and I'm working with Deutsche Bank.
Player nickname Shishanps
Automatic translation:
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7 months ago
Dear shishanps,
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.
- Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
- Have you provided all the other personal documents to verify your identity?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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.
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7 months ago
Dear shishanps,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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6 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
