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Title:

Unable to withdraw – verification documents keep getting rejected

Description:

Hello I created an account at Slot7 Casino and made a deposit successfully.

However, when I tried to withdraw my winnings, the casino asked me for verification documents.

I have already submitted all the requested documents several times, but they keep rejecting them without a clear reason. I even used a Revolut virtual card for my deposit, and they are asking me to send front and back photos of a card that no longer exists.

This feels unfair and like they are intentionally blocking my withdrawal. I would like your assistance to have my account verified properly and to receive my withdrawal.

Thank you for your help.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello, and thank you for your response.

I would like to clarify that my case is not simply a delayed payment – my withdrawal cannot proceed because the casino keeps rejecting my KYC documents.

The main issue is that they are asking me to provide front and back photos of the Revolut card I used for my deposit, but this was a one-time virtual card that no longer exists. I have already sent them all other requested documents multiple times, but they still reject them without explaining why.

This situation makes me believe they are intentionally blocking my verification and my withdrawal.

This is very concerning as the amount is €13,000 and I am unable to access it because of this issue.

I kindly ask you to review this case as an urgent verification problem rather than a normal withdrawal delay.

Thank you very much for your help.

Hello again,

I also forgot to mention that I have made several deposits in the past (at least 3–4) and recently I even made a deposit using my main physical card (not just the virtual one).

However, the casino is still rejecting my verification even with the documents for my main card. This shows that I have provided all possible documents to prove my identity and payment method, but they keep insisting on asking for the old Revolut virtual card that no longer exists.

This makes me believe even more that they are intentionally preventing me from completing the verification and receiving my withdrawal.

Thank you for adding this information to my case.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear player,

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.

They deleted me from the casino so they wouldn't pay me.

Με διέγραψαν από το καζίνο για να μην με πληρώσουν

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the deleted account? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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

I have played many online casinos and have made withdrawals.. I just made a deposit with Revolut which is a disposable card and it asked me to make this card that does not exist. I also made a deposit with my main card but they did not accept it on purpose so that identification would not be done and in the end they deleted me from the casino I had many thousands in this casino and they simply deleted me, look it up and see

Έχω παίξει πολλά online casino και έχω κάνει αναλήψεις.. Απλά έκανα κατάθεση με revolut που είναι κάρτας μιας χρήσης και μου ζητούσε να κάνω αυτή την κάρτα που δεν υπάρχει έκανα και κατάθεση με την main κάρτα μου αλλά δεν την δεχοντουσαν επίτηδες για να μην γίνει η ταυτοποίηση και στο τέλος με διέγραψαν από το casino είχα πολλά χιλιάρικα μέσα σε αυτό το καζίνο και απλά με διέγραψαν ψάξτε το να δείτε

Dear player, do I understand correctly that your account was closed because you were unable to verify the virtual card used for your deposit?

Could you please send any communication you received from the casino regarding the account closure and verification – such as emails, screenshots, or chat transcripts? You can upload them here or send them to my email: [email protected].

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Mariosss for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slot7 Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help the player receive their winnings.

Thank you!

I hope there is a solution but I don't think so because they are scammers. You saw all the screenshots I sent you in the email, right?

Μακάρι να βρεθεί μια άκρη αλλά δεν νομίζω επειδή είναι απατεώνες. Είδατε όλα τα σκριν σοτ που σας έχω στείλει στο mail έτσι?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter