7Signs Casino - Igrački nalog je zatvoren nakon podnošenja KYC provere.

7Signs closed my account - after I delivered them my KYC information via email.

I withdrew roughly €290 on the 8th of April, they asked for KYC details via email on the 27th of April and I delivered them a SCANNED COPY of my Passport & a Bank Statement.

The casino is also advertised as a no KYC casino 🙂

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear frustratedgambler,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please advise how long you were a player at the casino and when exactly your account was closed?
• You mentioned that you withdrew €290 on the 8th of April. Did you receive this amount? How much is the remaining balance before the account was closed?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

• Roulette (Live Casino)

Did you achieve your current balance with the help of a bonus?

• I never redeemed a bonus

Could you please advise how long you were a player at the casino and when exactly your account was closed?

• I joined the casino around the 4th of April - I have no idea when the account was closed because I never got a email detailing that the account was closed.

You mentioned that you withdrew €290 on the 8th of April. Did you receive this amount? How much is the remaining balance before the account was closed?

• I never received the €290 cashout, when the casino forcibly closed my account there were some leftover cents in the account since you have to withdraw the funds in a full amount, you cant withdraw cents/etc

Thank you for your clarification.

Could you please try to log in to your account and post a screenshot here so we can see the error message?

Did you contact the casino regarding your withdrawals and why your account is closed? Please post relevant communication here or send it to jean.s@casino.guru.

Thank you in advance for your reply.

Hi Jean, I've relayed the emails that I have with the casino alongside with sending you the screenshot via email.

Dear frustratedgambler

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi, (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the 7Signs Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear 7Signs Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear frustratedgambler,

Thank you for reaching out to us. Please share your reference number for complaint made to our team so we can review further.

Once received we'll be able to review.

Thank you,

7 Signs Casino

Dear All,

We have concluded our review of the user’s account. The player’s Proof of Identity and Proof of Address documents have been successfully approved, and access to the account has been restored.

Please note that the full KYC process has not yet been completed. Once the remaining verification requirements are satisfied, the user will be eligible to submit a withdrawal request.

Best regards,

7 Signs Casino

Dear 7Signs representative,

You did not specify which parts of the KYC process haven't been completed - In your email you only specified that "we only require a selfie verification to complete the process.", nothing else. Since I've already provided you my ID & Proof of Address it should be sufficient enough for your team? In this case I would love for you to just process my withdrawal to my wallet address since its been almost 2 months since I initially requested my withdrawal, in my opinion your team is just delaying paying me by requiring additional documents to the ones submitted which should be more than enough to fullfill your legal requirements.

Dear frustratedgambler,

As mentioned in your response, "we only require a selfie verification to complete the process." This is the remaining requirement needed to finalize the KYC verification process.

If you require assistance with submitting the selfie verification, please contact our Customer Service team. The requested selfie should clearly show you holding the same identification document previously submitted next to your face.

We understand your concerns regarding your withdrawal request; however, the KYC verification process must be fully completed before any withdrawal can be processed.

Thank you for your cooperation and understanding.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Romi. I have familiarised myself with this issue, and will do my best to help the mediation process to move towards successful resolution.

Dear frustratedgambler, please let us know once you submit the selfie for the KYC process, or if you have any issue with this steps, so we can try to help. Thank you.

Dear frustratedgambler,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru