7K Casino - Player's withdrawal has been delayed and verification repeatedly fails.

Hello, I am a player from Russia. I'm not sure whether this community can help me, as the country "Russia" wasn't on the registration list. However, I'll take my chances :)

On 30.31.2024, I requested a withdrawal of 75x4=300k RUB. After 7 days, I was told verification was needed, even though I had completed a withdrawal of 100k RUB on 7.11.2024, and I had already undergone verification. I am a regular player, with 145 deposits amounting to 7k since 03.2024. The casino rules state they can ask for re-verification. I uploaded all the necessary documents in good quality. However, the documents were rejected and I was told to "contact support." It turned out I no longer had online support; it was disabled for me, leaving only a feedback field where requests went unanswered. The support email was also unresponsive. I don't know why the documents were rejected.

Due to the lack of response, I filed a complaint on forum.casino.ru and received a reply:

"Hello. The difficulty with the chat has been forwarded to the site's technical specialists, try again in a couple of hours. To complete the verification, you need to provide a detailed receipt for transaction 25529455, your deposit of 2000 on December 29th at 09:44. Upload this information through your profile on the site. ..."

The chat worked a little, but with long wait times for an operator. However, the "funniest" part is, 5 days passed and I couldn't resolve the verification issue, or rather, I resolved it only temporarily. Let me state outright that I haven't violated any casino rules, made deposits only from my personal cards, withdrew to my personal cards, used my own email, and played exclusively myself.

My subsequent actions:

1. After uploading the requested receipt in the required format, a day passed: verification error, contact support. The online chat wasn't working again, the forum didn't respond, and emails were unanswered. Later, an operator connected after half a day. They said, "You need to upload a photo with the virtual card (the second one I used for deposits) in hand" (Pruf_2.jpeg). I explained again that the card is virtual, and I had previously uploaded a screenshot from the mobile bank with this card (as per verification rules). I finally discussed with the operator what was needed for my verification (Pruf_3.jpeg). After uploading these files, I encountered a verification error again.

2. Then they asked for a receipt that I had already uploaded. I explained this, but was asked to upload it again. When I tried, the upload form indicated "file already uploaded." The operator thought for a while and said someone would contact me soon.

3. Another day passed without any response, so I renamed the file and uploaded it again with all the documents. The form accepted it. The next day, I received an email: your profile is verified (Pruf_7.jpeg). I notified this on the forum and started waiting 14 days for the payout, according to the rules.

4. The next day on forum.casino.ru, new requests appeared. A casino representative wrote to me: "Hello. At the moment, to complete the verification, you must provide 2 documents: 1) A contract with signatures and stamps verifying the ownership of phone number *****. The document must show the owner's first and last name and number; 2) A card statement showing the owner's first and last name, card number, and the current expiration date."

I was shocked. I logged into the casino and saw my verification was reset again. With the new requirements, the crafty casino employees requested a card document (I had previously sent a photo of it). The expiration date on the physical card had expired (08/2024), but the bank extended it without reissuing. The casino processed payments to it (7.12.2024). The card is fine, it works, it just has outdated information (date) on the physical card. But the bank updated the date in the system (08/2029). I sent the casino a screenshot from the mobile bank with the new date. I contacted the bank for a document containing my first and last name, card number, and expiration date. The bank cannot provide a document showing the card's expiration date (Pruf_9.jpeg, correspondence with the bank). The casino is asking for something impossible. Regarding the mobile phone, it has been registered to me for a long time, but the contract is no longer available. I've played at about 20 casinos, and they never asked for such a contract, so I didn't keep it. The mobile operator can only provide a form with information without a stamp, and the mobile app can download a report with first and last names and other details. The casino should be aware of such specificities in our country, which means they ask for something deliberately unachievable. In the casino rules, there is no mention of providing a "Communications Service Agreement" for verification (Pruf_10.jpeg).

Another 2 days passed without any response. This all seems like an attempt not to pay out the winnings. Verification manipulations and lack of response to requests seem like deliberate delay tactics.

Goal of the complaint: Fast account verification, adhering to the request for real documents (all of which have already been provided), per the casino's rules, rather than randomly invented ones. The casino should stop repeatedly demanding the same documents. Further, a swift payout of the winnings is necessary, as much time was lost due to the casino's specific manipulations. Today is 13.01.2025, and the withdrawal request was made on 30.31.2024, so according to the casino's rules, I should have already received my entire winnings.

Dear vitruten,

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing with the verification process and payout delays at the casino.

To better understand the situation and assist you effectively, could you please provide additional details regarding the following points:

Verification Issues:

• Could you clarify if the casino has provided you with a specific reason why certain documents (e.g., virtual card proof, mobile phone contract) were deemed insufficient?
• Have you received any clear instructions from the casino representatives regarding alternative documents that could be acceptable for verification?

Communication Attempts:

• Could you share screenshots or emails of your attempts to contact the casino (if not already included in your complaint)? This would help us understand the extent of their response or lack thereof.

Timeline and Supporting Evidence:

• Could you confirm the exact timeline of your document uploads and casino responses, along with any additional supporting evidence, such as screenshots of your correspondence with the bank or mobile provider?

Additionally, if you have received further communication from the casino or have additional proof supporting your claim, you are welcome to forward it to me directly at petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Hello, Petronela. Thank you for responding to my problem. I apologize, the text with evidence turned out to be large, so I am sending a letter to your email. Screenshots are attached

Hi vitruten,

I wanted to follow up and check if there have been any developments regarding your case since our last conversation 4 days ago.

Thank you for all the emails and the details you’ve shared with us so far—they’ve been incredibly helpful in addressing your case. If there’s no update on your side, please let us know, and we’ll be happy to contact the casino on your behalf.

Good day, Petronela. There is no progress, a lot of questions from me have accumulated on the forum forum.casino.ru over several days. But instead of an answer, I again received a template message that I must provide a mobile operator contract with a seal. I asked the question: "Why don't you answer my questions?" I was asked to form questions in one message. I did this, and now I have not received any response to this message for more than two days. Although the casino representative is conducting a conversation in other users' complaints.

On another site for complaints, a representative from 7k responded that I allegedly provided the contract in a language other than Russian. :) They make up some nonsense every time. I answered him what and when I provided (a statement on the account of the mobile operator). In response, he said: "then upload it to the casino website." Of course, I did this more than once. I answered him this, so far there are no more messages.

An hour ago I received a response on the forum.casino.ru website, where a casino representative said that a document without a seal or signatures was suitable for them, but it was "in Chinese". I was very surprised how they could even come up with such a story. For a week, all my messages were answered with templates: "a communication agreement is needed, with a seal", and then it turns out that the document (sent by me almost a week ago) is suitable, but it is "in Chinese". This is a terrible story. It turns out that they even have such methods in stock. As if the user sent something wrong. I responded to them, attached these screenshots. One screenshot shows an outgoing letter, where you can see the PDF file itself. Even from the thumbnail you can see that it is in Russian. And screenshots of the document itself.

I wrote this to keep you informed. And if the investigation begins here, the representative will no longer write about some Chinese language, and other nonsense, for the purpose of delays.

Thanks again for your help.

Thank you very much, vitruten, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru) , who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Thank you very much, Petronela

Hello. I inform you that at the moment I have been verified and I have received 35k out of 300k rub. But please hold the request until the withdrawal is completed

Dear vitruten,

My name is Kubo, and I’ll be handling your complaint moving forward. I’m glad to hear that the first part of your issue has already been resolved. I’ll await your confirmation once you’ve received the remaining withdrawals.

Thank you.

Best Regards,

Kubo

Hello. Thank you for your responsiveness. The casino paid 100%. Of course, there was a 2-week delay in the end. And a lot of nerves and time were spent. But at least they paid.

Dear vitruten,

I’m pleased to hear that your issue has been successfully resolved. I’ll go ahead and mark the complaint as "resolved" in our system.

Thank you for your cooperation! If you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others who may be facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo