The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. After our intervention, we were able to help the player to get their winnings. The player confirmed they received the funds in the end. The Player’s complaint has been resolved successfully.
SuperSeven Casino - Player’s struggling to complete account verification.
Amount: €1,400
SuperSeven Casino
Safety Index:Above averageSafety Index
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7.8
SuperSeven Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I registered at this casino in June or July, after I made deposits from my Sparkasse account, my bank asked me what the transactions are for, my bank blocked my account for a short time, but unblocked it after about 5 days. My bank said it is a routine check if money laundering is suspected or if a third party is suspected of accessing the account. As a precaution, I disputed the transactions in the casino, the casino has not yet responded to my message. My account remained open and I was able to continue depositing.
Well, last week I made several deposits of around €5000, while I was playing I had to ask questions about the origin of the funds, which I answered. I work, earn around €33000 a year, had a BTC wallet and profits left over from previous casino activities.
I dissolved my wallet, the money gradually trickled into my account and flowed into the casino.
At some point I realized that nothing was working anymore and I wanted to pay out.
I requested a withdrawal of 1400€, this has not been booked to my account until today.
A day later after requesting the withdrawal, I received the message that my account is blocked and I should submit the following documents:
- proof of salary
- Source of Funds
- statement of account
I submitted all 3 proofs, a salary statement, my sales (all transactions to Superseven) and the receipts from my former BTC wallet. These were also verified, when I log in I get the message approved, but I can deposit money but not request a new payout.
Also, my payout was declined 3 days ago.
In the live chat I asked several times what the problem was, I was told that the documents were forwarded internally, or that they are still being checked, I do not receive any answers to e-mails.
I require the following from the casino:
Payout of the eligible winnings in the amount of 1400 euros
or
Return of All Deposited Funds.
I have provided all evidence to the casino.
Automatic translation:
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2 years ago
Dear Katze1337,
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.
Have you been informed what specifically seems to be a problem in verifying your account?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello,
I contacted the live chat multiple times asking for clarification, each time I was told something different.
A few excerpts from the live chat:
(04:00:54 PM) Maia: Thank you for confirming, just give me one more moment please while I check this further for you.
(04:00:54 PM) Maia: Thank you for the confirmation. Please give me a moment while I continue to review this for you. (translated)
(04:02:27 PM) Maia: Daniel, as I could see you already have sent us the requested documents, but regarding your Bank Statement **024000, we have noticed that only transactions to us via bank deposit are visible, no other Transactions are visible and it seems they might have been filtered. Our Payment Department is still looking at this and as soon this procedure is done and your account is verified you will be able to use your account normally again.
In case we need anything else from you we will let you know immediately, do not worry about this
(04:02:27 PM) Maia: Daniel, I can see that you have already sent us the requested documents, but regarding your bank statement **024000, we noticed that only transactions to us via bank deposit are visible, no other transactions are visible and it seems they might have been filtered. Our payments department is still checking this and once this process is complete and your account is verified you will be able to use your account normally again.
If we need anything else from you, we will let you know immediately, don't worry about it (translated)
(04:02:29 PM) Maia: Meanwhile, is there anything else that I can assist you with today? :)
(04:02:29 PM) Maia: In the meantime, is there anything else I can help you with today? :) (translated)
(04:03:14 PM) Daniel : I can also send you the entire receipt
(04:04:28 PM) Maia: As informed, we do not need anything else from you at this moment, in case we need anything we will let you know immediately, do not worry about this 🙂
(04:04:28 PM) Maia: As informed we don't need anything more from you at the moment, if we need anything we will inform you immediately, don't worry about it :) (translated)
I even offered to send proof again, this was declined.
(08:08:31 PM) Daniel : Hello Saso
(08:08:42 PM) Saso: How may I help, Daniel.
(08:08:43 PM) Saso: ?
(08:08:52 PM) Daniel : I Need Help: I have sent you the Source of Funds for my deposits
(08:09:23 PM) Daniel: I got the Info (Window when i login to the homepage) i am verified. But i dont have access to the withdrawl area
(08:10:23 PM) Saso: I am checking that for you now.
(08:11:33 PM) Daniel : Thank you
(08:12:14 PM) Saso: I can see that security checks have not been finished yet. We will email you once your account is verified and unblocked for withdrawals. It shouldn't take much longer now.
(08:13:15 PM) Daniel : okay thank you
(09:53:55 AM) Victor: How can I help you today?
(09:54:35 AM) Daniel Hi
(09:54:55 AM) Daniel Can you please tell me why my withdrawal takes so long?
(09:56:11 AM) Victor: I am afraid the verification team is checking the documents you uploaded and how to proceed, it shouldn't take much longer now. We kindly ask you for a bit more patience please.
So it was already confirmed here by the live chat that no more proof is required and that I don't have to send anything afterwards. All evidence was provided in a PDF file, my current salary statement shows the account I used, as well as the sales to the casino and the entries from my former BTC wallet.
I can make my employment contract available to the casino, but it doesn't do them much good, I'm paid according to the collective agreement, and my annual salary isn't included there, it's only mentioned that collective bargaining group XYZ is paid as a wage.
ID card and other documents have already been verified.
When I try to make a deposit I get the following message:
Source Of Wealth or Source of Funds document is required to complete the verification, please contact support for assistance.
I've been doing this for a week!
Edited
Automatic translation:
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2 years ago
Thank you very much, Katze1337, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.
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2 years ago
Hello Katze1337
I'm Michal and I have taken over your complaint. I have reviewed your case and I would like you to please understand that KYC and AML are very important and essential processes and they take a bit of time to be completed. As the casino has informed you there is nothing at the moment that is needed from your side, so I would kindly ask you to be patient and wait for the security check to be completed. I will in the meantime contact the casino to see if we can get an update on the process.
We would like to invite SuperSeven Casino to join the conversation.
Dear SuperSeven Casino,
Can you please provide some information regarding the delay in the player's verification? Can you please tell us how long will the security check process take?
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2 years ago
Hey Katze1337, i have been notified of this complain this morning and am looking into it for you. I can understnad why this is a little confusing for you but i will follow it up for you.
Just for your information, the withdrawal wasnt "rejected" our systems cancel any pending withdrawals after 7 days of not having completed KYC or source of funds documentation. I can also see that we have proof of your earnings already which is why we applied the Net Loss Limit to your acocunt to ensure that you were spending only within your means.
Your account was automatically closed after the grace period for providing the documentation passed - this is a standard piece of functionality that we apply to all accounts when there are delays in these documents being provided to ensure the integrity of the account itself.
Other than that i am seeking an explanation as to why any other documents have not been approved and if there is no reason then of course we will reopen the acocunt and allow you to process the withdrawal.
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2 years ago
Thank you SuperSeven Casino for the response
Can you please provide a time scale for when the verification process will end or if there is any other document needed to help to finish the verification process?
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2 years ago
Hi Michal, Katze1337 I have been through the history and the documentation and we have processed the withdrawal of your entire remaining balance of €1444.31 as requested. Please remember that although we have processed the payment from our end via Bank Transfer, it may take between 1-3 days for it to reach your account.
We have also closed your account, which was what you requested I believe and I have added notes to the account to ensure that this closure will be permanent.
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2 years ago
Translation
Hello Michal, Hello Super Seven Casino representative,
I can confirm that the money is on its way to me. Today around 1:00 p.m. I was able to initiate the payment myself, after which my account was blocked.
I sent my documents to the casino the day before yesterday, in the e-mail I also addressed an important point from my point of view, I do not want to take up this point here as a complaint and only seek to talk to the casino.
Therefore, I would ask the casino representative to re-read my message (email) and give me feedback here, or email if you prefer
The ban is related to my email.
If no solution is found here, I will raise the complaint again.
@CasinoGuru:
The complaint is currently partially resolved from my point of view, I would not finally lock the post here for further answers. Since there is still an answer to my e-mail, with a very important topic where there is still a need to talk. Thank you in advance for mediating here.
Many Thanks.
Edited
Automatic translation:
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2 years ago
Hello Katze1337
I'm glad to hear that we could move with your complaint further.
Please let me know when you successfully receive the funds.
If you have any other questions to the casino, that are not specifically related to this complaint, I'm not sure if this is the right place to discuss them especially if they are of private character it would be better to discuss them privately via email, but if there is anything we can be of help with, feel free to ask.
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2 years ago
Translation
Close. Money was in the account. I will clarify everything else directly with the casino or write a complaint here again
Automatic translation:
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2 years ago
Great news, Katze1337. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.
We are here to help you.
Best regards,
Michal
