7BitCasino - Ο παίκτης αντιμετωπίζει προβλήματα με επαναλαμβανόμενα αιτήματα τεκμηρίωσης.

I've been facing some issues even after depositing a substantial amount of money within a period of three days. So far, I haven't had any problems, and they've even paid out other sums. I've provided all the necessary documentation and even made multiple trips to the bank, but my concerns aren't being taken seriously. All I'm receiving is a repeated email that reads:

We hope this message finds you well.

We kindly request a bank statement in PDF format for the deposit made on 2024-04-03 at 14:22:52 UTC, at the amount of 70 EUR.

I've visited my bank, sent them photos with my face, ID, account statements, and so on. Regardless, there is no progress, only the same repeated email! 

I've engaged my lawyer out of necessity and thankfully the legal expenses are covered by my legal protection plan. However, cases involving international and non-European entities are challenging, especially when they involve money. 

I'm quite disappointed with the casino's live support. Their assistance had previously been good and they seemed eager to help, but the emails I've been receiving are both annoying and disinterested. 

I'm based in Cologne, Germany and I'm working with Deutsche Bank. 

Player nickname Shishanps 

Ich habe viel Geld eingezahlt innerhalb von 3 Tagen hatte vorher keinerlei Probleme und sie haben auch andere Summen ausgezahlt , alles eingereicht was ich könnte an Dokumenten bin zur Bank gefahren hin und her und werde einfach nicht ernst genommen jetzt halten sie eine hin ohne jegliche andere e Mail zu schicken außer Zitat : 

We hope this message finds you well.

We kindly request a bank statement in PDF format for the deposit made on 2024-04-03 at 14:22:52 UTC, at the amount of 70 EUR.

Ich war in meiner Bank ich habe ihnen Fotos geschickt mit meinem Gesicht Ausweis Kontoauszuge und so weiter keiner Leih entgegen kommen nichts nur immer wieder die selbe E-mail ! 

Habe jetzt meinen Anwalt eingeschalten durch Rechtsschutz ist es zwar abgedeckt jedoch international bzw nicht Europaländer sind immer schwierige Fälle besonderes wenn es um Geld geht ! 

Sehr enttäuscht von Casino live Support war sehr gut und auch sehr bemüht zu helfen aber die emails sehr stupide und desinteressiert 

Komme aus Deutschland Köln und bin bei der Deutschen Bank 

Spieler nickname Shishanps 

I deposited a lot of money within 3 days had no problems before and they also paid out other sums, submitted everything I could in terms of documents drove back and forth to the bank and simply not be taken seriously now they stop sending you any other email except quote: 

We hope this message finds you well.

We kindly request a bank statement in PDF format for the deposit made on 2024-04-03 at 14:22:52 UTC, at the amount of 70 EUR.

I was in my bank I sent them photos with my face ID account statements and so on no loan is available just the same email over and over again! 

I have now engaged my lawyer through legal protection, it is covered but international and non-European countries are always difficult cases, especially when it comes to money! 

Very disappointed with casino live support was very good and also very eager to help but the emails were very stupid and disinterested 

I come from Germany Cologne and I work for Deutsche Bank 

Player nickname Shishanps 

Dear shishanps,

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 serious and licensed casinos take 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 provided all the other personal documents to verify your identity?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear shishanps,

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 we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.