7BitCasino - Player’s withdrawal has been delayed.

Deposited over 2k this weekend, lost most of it out my last $100 in, won 690 so k withdrew, was asked for KYC no issue sent my documents In. They say the licence pic isn’t good enough. So I provide one that they accept. They then ask for a picture of my last deposit with name date time and destination, unfortunately my bank doesn’t provide this in the one photo. I provide two documents with the information in them which can be cross referenced accordingly. They still refuse to pay me out and verify my account. I needed that money desperately and I pleaded for them to work with me and offered any document I can.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

• Have you tried accessing your banking profile from a personal computer to see if you could obtain a deposit receipt with more detailed information?
• Would it be possible to request your bank directly to send a deposit receipt containing all the information necessary for verification by the casino?
• Have you visited your local bank to request a stamped confirmation of the deposit?
• Has the casino customer support suggested any alternative methods to verify the deposit, for example, submitting a verification video from your banking app?

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

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

I have managed to get the bank account verified, I have no access to a pc, they are now asking me for the same thing with my withdrawal account which is proving impossible thru the phone. I’ve provided two separate photos with the info required but I’ve explained many times I can’t merge the two, they happily took it when it was the case of u couldn’t dk it with my bank transfer but are now doing the rounds with me again. I’ve even offered to forfeit my winnings and just return my deposit but they won’t even acknowledge that I’ve said that. They also won’t give me any other processes or options to get it verified.

I have now gone and made a neteller account and got it approved thru customer service, requested cash out again and they cancelled saying I can only bank transfer or MiFinity and I can’t bank transfer as there is no option. It’s quite clear they are dodging paying out my winnings and I’m not happy at all.

Any updates please

Thank you for keeping me updated.

Would it be possible for you to visit a local branch of your bank and request the document required by the casino? If you are unable to log in to your bank account via computer, could you please try accessing it through your mobile web browser and selecting the "Desktop site" option (available, for example, in Chrome)?

Additionally, I kindly ask you to send me a screenshot of the payment methods available in your profile for both deposits and withdrawals.

Thank you for your patience and cooperation.

I have gotten my mifinitt document verified and awaiting approval for cashout with no help from 7bit, if they don’t approve this cash out request I’m afraid they are ripping me off. I’ve now provided 3 different payment options with documents and in hoping they do the right thing

Thank you very much, Lcx45, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.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.

Dear Lcx45,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 7BitCasino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player cannot use selected payment methods?

Thank you in advance for providing the information.

Dear Martina and Leighton,

We’re truly sorry for the frustration this situation has caused. We understand how disappointing it is when a withdrawal takes longer than expected, and we appreciate you giving us the chance to explain what happened.

After reviewing your account, we can confirm that the first withdrawal cancellations occurred because the account was not yet fully verified. Verification (KYC) is a core security and compliance requirement for all online casinos. In addition, one of the attempts was made to withdraw fiat funds to a crypto wallet, which is not permitted under our payment rules. In each case, the cancellations were primarily due to the pending verification status, and we requested proof documents to complete the process.

The good news is that your account is now fully verified, and subsequent withdrawals have been processed successfully. If you would like confirmations or timestamps, we’ll be happy to provide them privately.

Again, we sincerely regret the inconvenience. We must follow our Terms and Conditions to keep payments secure for everyone, but we’re here to help. If you have any further questions or need assistance with future withdrawals, please email us at support@7bitcasino.com or contact us via live chat. We’re always open to dialogue and ready to assist.

Kind regards,

7bitCasino Team

Thank you very much 7BitCasino Team for the explanation and good news.

Dear Lcx45,

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment.

Thank you very much!

Dear Lcx45,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru