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I deposited and won $1054.00 they discarded my request to Cashout. I discovered there was pending information they needed to verify my account. I sent a copy of my drivers Lisence and verified my email and phone number. Successful. They then requested proof of deposit. I sent a screenshot of an email from my bank confirming deposit. It had a time on it but not date. I sent a second screenshot of the transaction directly from my bank account that states the date but not the time. None of these were accepted. They want the info in one document. I was in help chat for almost 3 hours trying to explain that it’s the only information I can provide. They apologies and said that is the rules. I then email customer support and get the same response. Meanwhile I have $1054 sitting in an account that I can’t access and they won’t offer any alternatives. They want one document with all the information and it does not coincide with what my bank provides. Additionally theyreceived my deposit so that is additional proof that it was sent. I have been online gambling for about a year and have never run into this having made many withdrawals and deposits. They have no problem taking deposits.

Dear Monica,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. 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. None of the serious and licensed casinos takes KYC lightly.

Do I understand it correctly that verifying your payment method seems to be the only obstacle standing between you and your winnings?

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

Yes it seems that way. I totally understand the verification to be important but I have provided ALL the information I have. What they are asking for doesn’t exist. When dealing with a different casino I was given an email verification of my deposit. Surely they have that info because they allowed me to gamble on the deposit. My only option right now is to wait a week when my email program changes the date to Jan1 instead of "Friday" and hopefully they will accept that. In the rules it says they reserve the right to ask for additional information like a passport. But they are asking for proof of deposit. In addition my bank processes interact deposit on the next business day. So the bank will not match the info at hand at casino.

Thank you very much, Monica, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello Monica,

I looked at your complaint and will do my best to help you. I would like to invite 7BitCasino into this conversation. Can you specify where is the problem with the player’s verification process, please?

Dear Monica and Casino Guru team,

We sincerely regret about the issue that the player Monica experienced, however, we would like to shed the light on the situation that occurred. 

The player played in our casino and was lucky to win. We are sincerely happy and congratulate the player on this.

However, we want to draw the player's attention that according to a rule 4.3.5 7BitCasino reserves the right to carry out additional verification procedures for any payout exceeding 0.061 BTC / 1000 EUR / 1000 USD / 1000 AUD / 1000 CAD / 10000 NOK / 68615 RUB / 1000 NZD / 4430 PLN / 27025 CZK / 124000 JPY / 1.96 ETH / 3.79 BCH / 13.41 LTC / 337600 DOG / 1000 USDT. 

The player was asked to go through verification, but, unfortunately, she provided us with an incomplete package of the required documents. Moreover, the player was requested to send us a screenshot of the transaction, so we can see a full information - date, time, amount and transaction number to confirm the deposit. Firstly, the player has provided us with the screenshot without a transaction date visible on it. The player really contacted support for help, and we gave her all the information to solve the issue. Finally, the player sent the screenshot with all the data, and the cashout was successful.

We hope that our team didn't inconvenience the player as we helped her throughout the entire situation and eventually reached a consensus.

We thank the player for cooperation and wish a good luck and a pleasant play in the future. Will always be glad to see in our casino.

Kindest regards,

7Bit Casino

yesterday I was able to provide the casino with a date stamped email confirming deposit. I had already provided this but it was in two separate documents which they did not accept. A friend assisted me on where to go to have this information show in my email. 7bit did not assist except to tell me that I didn’t provide information. They offered no solutions. I note some other casinos send you an email confirming your deposit. I also spent an enormous amount of time waiting. I will advise when the transaction is cOmplete.

The withdrawal was now successful. My experience with Guru has been excellent. My experience with 7bit was horrible. I totally understand verification. However I provided information they did not accept. They did not advise me on how I could resolve it. It was a friend who showed me how to adjust my email so both the date and time displayed. I spent a great deal of time on hold to no avail. Even when I finally sent an approved version of the email it was still 9 hours fir them to verify. Very stressful and will not play there again.

Dear Monica and Casino Guru team,

We are very thankful for the player's patience and cooperation. As the withdrawal was successful, we would like to congratulate the player on receiving funds.

As we previously noted, we want to draw the player's attention that according to a rule 4.3.5 7BitCasino reserves the right to carry out additional verification procedures for any payout exceeding 0.061 BTC / 1000 EUR / 1000 USD / 1000 AUD / 1000 CAD / 10000 NOK / 68615 RUB / 1000 NZD / 4430 PLN / 27025 CZK / 124000 JPY / 1.96 ETH / 3.79 BCH / 13.41 LTC / 337600 DOG / 1000 USDT. 

When the player sent the necessary screenshot with all the data, the cashout was successful. We tried to help the player and gave information how to make a full screenshot of the last deposit. We recommended using a PC for making full screenshot. Also, we recommended checking all the details of the transaction. Finally, the player provided us with a screenshot where we can see all required information. After that we approved all the documents and make cashout successfully.

We are very sorry that the player was left with negative emotions during the verification process. We always try to provide our players with excellent service and help in any situation. In order to smooth things over, we offer the player a wonderful bonus that awaits her on the game account. 

Dear Monica, we hope you enjoy the bonus and get lucky in our casino. We will always be glad to see you in our casino.

Best regards,

7Bit Casino

Dear Monica,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru