Hot7 Casino - Player’s struggling to complete the account verification.

I have been trying to get a withdrawal of £400 processed since the 9th November. I have been asked to send a screen shot of my bank statement showing IBAN, BI C etc. I have never been asked to do the on any other site. I have tried to explain that I had to get a print out of my statement from my branch showing the relevant information but the print is small and in black and white. I have uploaded a copy of this but have been asked for a colour copy . This is impossible as I do not have online or phone banking. I have tried contacting Hot7 casino but don't get a response. Please help as this is making me feel ill.

Dear Babanonga,

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 licensed casinos takes 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 submitted all the other personal documents required for the verification?

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

I have tried to upload the requested document but as I said previously I don't have internet banking and had to get a print out from my bank which is in black and white and in small print.

Details

Name Deborah C****

Bank Halifax

Sort code. 110001

Account number *****910

Address ***

BI C HLFX*****08

IBAN GB16 HFLX 11**********79 10

I have supplied this information which I understand needs verifying but I don't understand why I cannot be refunded the £400 back into my debit card. I have used many casino sites and never had an issue like this before. The fact is that Hot7 Casino don't bother to contact me even though I ask for a resolution or advice on how to proceed. I can provide proof of my Debit card and driving licence but the image of my bank statement is not clear as the print is small. However, I have uploaded this but don't get a response even though I am trying to explain. When I do get a response it's an automated response and takes ages for a reply. I have been waiting for my withdrawal to be processed since the 9th November and see no end in sight. I hope you can help and hope that I have explained the situation clearly

Deborah

Thank you very much, Babanonga, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Babanonga,

I've just reviewed your case and am very sorry that you came across such an issue. To help you resolve the problem, I will contact the casino.

I'd like to invite Hot7 Casino to join this conversation and participate in the investigation. Can you please provide us with an explanation of the player's situation in more detail? Are there any problems with the documents? If the player doesn't have internet banking and can provide you with just black & white bank statements, what are the possible solutions then?

Kind regards,

Tomas

I have received an email from Hot7 Casino stating that my withdrawal was processed. However, this has been declined as my debit card used to deposit is no longer valid and I have a new card. I have asked for a wire transfer and have supplied relevant details. I hope this works as I have now been waiting 4 weeks for my withdrawal and this is the only correspondence I have had in 3 weeks despite sending them numerous e mails. I am currently at my wits end this whole saga has made me ill. Can you please contact Hot7 Casino and find out whether my withdrawal will finally be processed. Thank you

Dear Babanonga,

I'm in direct touch with the casino's representatives and asked them about the wire transfer as per your request.

I will keep you updated. Meanwhile, let me know please if you receive the payment.

Kind regards,

Tomas

Thank you Tomas. I really appreciate it.

Hi Tomas I have received an email from Hot7 Casino saying that they want a copy of my bank statement AGAIN. I cannot cope with this anymore so can you please explain to them that the document is in small print and in black and white so the image is not clear

Can you please send them this as I can't cope anymore !!!!!!!!!

Hi Tomas . Can you please contact Hot7 Casino about my withdrawal which was resubmitted on the 8/12. It is now the 12 / 12 as have still not heard anything from them. I despair that this withdrawal will never be processed. Please can you help. Thanks

Deborah C****

Hi Tomas can you please forward copy of my new card and ID to Hot7 Casino for me please as they are not responding to my messages.

Dear Babanonga,

I contacted the casino again regarding your documents and currently waiting for their response.

I will keep you updated.

Kind regards,

Tomas

Hi Tomas I have made a deposit using a new card which is registered on the Hot7 Casino site. This is beyond me now and no matter how I explain no-one seems to understand. I am a 58 year old woman whom is not tech savy and do not know how to make the image any clearer as the writing on the bank statement is small. I refuse to forego my withdrawal so are you able to supply me with any other ideas or of anyone else I can contact to help. I understand that verification is an important process and last week Hot7 Casino tried to REFUND my expired card. If they were willing to do that then don't understand why they cannot refund to my new registered card.I am not trying to fool anyone but would just like to receive my withdrawal. I have played and still play on numerous Casino sites and have never come across such a situation as this. Giving ID is not a problem but if anyone can come up with a solution of how I can produce a more clearer image and upload it then I would be grateful for the input. Thankyou.

Dear Babanonga,

Please, may I know if you have submitted the pictures of your new credit card to casino support?

Thank you.

Kind regards,

Tomas

Hi Babanonga,

Good news, we have received an update from the casino that the payment has been processed.

Could you please confirm that this is correct and that the matter is now resolved?

Thank you.

Kind regards,

Tomas

Yes Tomas this has now been resolved . Thank you for your help and patience x

Dear Babanonga,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas