7GOLD Casino - Withdrawal of player's winnings has been delayed.

I signed up with this casino over a week ago and uploaded all of the requested information on the same day. Won up to £750 and asked support to lock my account until the account was verified. They said no. I then went down to £500 and all of my documents were approved but still they wouldn’t let me withdraw. They then sent me an email requesting a selfie holding my ID which I did instantly. They then said they needed another 5 business days to check the selfie. Their own live chat stated 1-5 business days for verification so they were delaying this on purpose. I went down to £200 and again reached out for help. I emailed them 5 times to their support team and didn’t get an answer. Verification team don’t respond to emails. They did it on purpose in the hope that I would lose all of the funds. I believe this is completely unfair as I asked them on numerous occasions to lock my account to avoid this situation from happening. The conversations on live chat they should have saved as I didn’t take screenshots at the time unfortunately

Dear Jcejejxjvujr,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi. My documents that were asked for on their website we all uploaded and approved. ID, proof of address, proof of ownership of card and bank statement. Then 3 days later they asked me to send a selfie of me and my Id which I did instantly. Still I am waiting for a response back on this to verify my account. They refused to lock my account on numerous occasions and still to this day have not replied to any of my emails

Dear Jcejejxjvujr,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No response to any emails from the casino. Still not fully verified despite me sending all documents

Dear Jcejejxjvujr,

Would it be possible to forward the communication between you and the casino related to this case to [email protected]?

Additionally, do you have any information which documents have been already verified and which ones not?

Looking forward to hearing from you.

Regards,

Nick

Hi. All documents required on the website were approved. It doesn’t mention anything about a selfie but I provided this instantly and still after 2 weeks I’m still not verified. The casino will need to provide the live chats as they are supposed to save them but I have uploaded the emails I have sent to them already

Thank you Jcejejxjvujr for all the information provided so far. I will now forward your complaint to my colleague Romi ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jcejejxjvujr,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear 7GOLD Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Hi. Just for further clarity. I still have not received a single reply to my emails to the casino nor have they reply to the email of my selfie that I provided 22nd April when my balance was over £700.

Still I haven’t received an email from the casino and my account is still not verified despite sending everything straight away. They were never going to pay out any winnings which is a shame as the choice of games on the site are brilliant

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.

Hi. They still haven’t replied to my emails at the very start of me opening the account. What a shame

Dear Jcejejxjvujr,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved.’

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi