B7 Casino - Player’s withdrawal has been delayed after additional verification request.

Hello, I deposited and claimed a bonus on June 11th, I wagered the bonus and my final balance was 6451.97. My account had been previously verified and I withdrew 3000$ successfully on June 13th, I then submitted my next withdrawal which was rejected on June 16th, the casino asked for additional verification in the form of proof of my last deposit. I sent them a screenshot of my Blockchain wallet, which showed all the information they asked for, the screenshot was rejected without a reason, I asked live chat support for the reason it was rejected and they didn't have an answer, and I was told that the issue would be escalated and I would receive an email, over the next week I kept going to chat everyday because I was not getting any communications, They finally emailed me the same thing they always do, which is them asking for the document but no reason why the last document was rejected.

Please help me resolve this issue with the casino, I need to know why the document was rejected and what they need to pay me. I really feel without your help we will be going in circles for months.

I attached the email communications showing what they asked for and I also uploaded the screenshot of what I sent the casino

Dear panamaleez85,

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

Hello,

I understand the verification process, I am trying my best to provide whatever is needed.

Yes, so far that is the only obstacle, I have provided everything and the only document that was rejected was my proof of deposit, and as you can see in the attachment I provided, the screenshot I sent the casino provides everything they asked for in our communications. I don't see how I can complete a verification if the casino doesn't provide clarification.

Thank you very much, panamaleez85, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Hello panamaleez85,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a B7 Casino representative to join this conversation and participate in resolving this complaint.

Dear B7 Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment? Is there any problem with the provided proof of deposit?

Thank you in advance for providing the information.

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

Dear panamaleez85,

since we have requested additional verification of your account, we are still waiting for the proof of deposit to be sent. The screenshot that you uploaded unfortunately does not include your email address, that’s why we cannot identify the transaction. Could you please upload a new screenshot from your Profile details section so that we can check it? Thank you in advance.

Best regards,

B7Casino Team.

Hello panamaleez85,

Could you follow the casino's instructions and let me know once you do that?

I'll be awaiting your reply.

Hello,

I don't have 1 page in my wallet that shows my email address and the deposit made. I have to send you my transaction page for the deposit and my security page for my email address.

That being said, I already uploaded the screenshot of the deposit , I sent it again , along with a new screenshot of my crypto wallet security page showing my wallet.

Everything is uploaded.

Hello again,

The casino just rejected my proof of deposit within 20 minutes of uploading it, this is the 3rd time they reject it, and they keep replying with the same email which doesn't clarify why it's rejected.

I attached what I uploaded and all their email responses.

I cant recreate the interface of the blockchain wallet, I am not that powerful, but I sent them what they asked for the only possible way to do it.

This casino is obviously stalling, otherwise they would clarify their actions

Dear panamaleez85,

thank you for providing us the documents. Could you please upload your last screenshot attached to your gaming account in the Verification section? Thank you.

Best regards,

B7Casino Team.

I just uploaded both documents again for the 3rd time.

The document was once again rejected within 30 minutes of uploading without any clarification. Not sure what's going on anymore.

Dear B7 Casino,

Could you state in detail what needs to be uploaded?

I'll be awaiting your reply.

Dear panamaleez85,

we are pleased to inform you that your documents were accepted, and the withdrawal has been already paid.

If you have any other question, feel free to contact us.

Best regards,

B7Casino Team.

Hello panamaleez85,

Could you confirm if you have received the funds?

I'll be awaiting your reply.

Hello, I didn't have any active withdrawal for the casino to pay, so I have no idea what they are talking about, I just submitted a new withdrawal, I assumed this will be paid?

Hello panamaleez85,

Please, let me know once the withdrawal is processed or when you have already received the payment.

I'll be awaiting your reply.

Hello,

The withdrawal was once again cancelled, I received an email confirming my account was verified and an email confirming my cash out was cancelled on the same day. I attached both emails to this thread.

Once again, I feel like im being delayed and not taken seriously. This is ridiculous.

Dear B7 Casino,

Could you comment on this?

I'll be awaiting your reply.

Hello, they sent me another email again this morning confirming my account was verified and I just submitted a new withdrawal again, let's see if it gets accepted.

Dear panamaleez85,

we are pleased to inform you that your account was verified, and your withdrawal was successfully paid. If you have any other question, feel free to reach out to us.

Best regards,

B7Casino Team

Hello panamaleez85,

Could you let me know once you receive the payment?

I'll be awaiting 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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.