7GOLD Casino - El retiro del jugador se retrasa debido a problemas de verificación de documentos.

I deposited £30 received bonus of £120. Had to wager 30x £150 in order to make any withdrawal. I managed to wager the required amount, but now they not verifying all my documents and keep sending the same email regarding missing documents. They basically are SCAMMERS and will not pay anything out to me. DO NOT EVER USE!!!!

Dear TazK,

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.

• Could you please advise which documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I have provided all documents, but the Proof of Deposit is causing issues. I provided proof of identity(Driving licence), proof of address(bank statement), selfie with driving licence.

I deposited £30 via Bank Transfer on 31st May 2025 but bank transaction is showing 2nd June 2025, due to this the casino is refusing to payout. I've explained that payment says pending for 2 days then it comes out of my account. Even though the reference numbers are the same for the bank transfer and for the casino deposit, they refuse to accept any proof of deposit.

Thank you very much for your reply, TazK. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear TazK,

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,
Kristina
Casino.Guru