The player from Germany had deposits amounting to €2000 and winnings of over €3000, which were currently unwithdrawable. The casino required the receipt of the last deposit for the KYC process, which the player's bank had not provided. Bank statements and online banking screenshots had been rejected. The issue remained unresolved as the player did not respond to further inquiries, preventing additional investigation.
Lucky7even Casino - Player’s withdrawal is delayed due to KYC issue.
Amount: €3,000
Lucky7even Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
5 months ago
Translation
Hi everyone,
I have been playing on the site and have made deposits amounting to around €2000. I now have winnings of over €3000 in my account, which I can't withdraw. I'm missing the receipt of the last deposit for the KYC process, which the bank has not provided me with. Bank statements and screenshots from my online banking are not accepted. I am extremely desperate at this point because I don't know how else to verify it.
Best regards,
Automatic translation:
Public
Public
5 months ago
Dear j9cvwb624q,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Do I understand correctly that all your identity documents have been approved and verified, except for the proof of your last deposit?
Have you sent the document on time and in the correct format? Is all your personal information included in the document?
When your proof of deposit was rejected, did you receive any explanation as to why the document does not fulfill the verification requirements?
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
Public
Public
5 months ago
Translation
Hi everyone,
all identification documents and the card were accepted. I received a response as to why my bank statement is not accepted:
It was a payment via Apple Wallet. My German account is only linked to a debit Mastercard. The provider requires me to provide proof that shows the date, merchant, time and the last four digits of my card. However, I only receive a bank statement from my bank. Unfortunately, this does not show the individual number of my card or the time.
I have tried to explain this fact several times, but I am always asked for this specific proof.
Automatic translation:
Public
Public
5 months ago
Translation
My KYC has now been approved because the bank issued me the document after a long discussion. However, every time my withdrawal is cancelled and a different reason is always found as to why it doesn't work.
Generally, I thought the casino was very good, but I'm starting to get a strange feeling.
Automatic translation:
Public
Public
5 months ago
I'm glad to hear that your verification was successfully completed.
Could you please specify what errors you see when you try requesting a withdrawal? You may send me the screenshots here. Is there a problem with your payment method? Have you contacted the casino customer support regarding this issue?
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Hi Veronica,
The screenshots are attached. At first I was told that I could pay out via Mastercard, I clarified this with customer service. They said it would work. Later the request was cancelled. Then I made a new request after the waiting period had expired and it has been pending for 2 days. Now I have made two withdrawals via bank transfer that are not being processed. First my requests were rejected within 2 hours and now the volume is suddenly so high that the accounting department cannot keep up.
Best regards
Automatic translation:
Public
Public
4 months ago
From the last screenshot you sent here, it seems that you had two pending withdrawals of 2000 and 1000 EUR. Have these withdrawal requests been processed yet?
