7K.Casino - La retirada del jugador se ha retrasado.

They are delaying the withdrawal of funds. They won't give a timeframe, even though they initially said it would take 5 days.

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Hello,

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.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

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.

Best regards,

Attila

• There were no withdrawals at all.
• My profile details are filled in. Verification hasn't been requested.
• I never use bonuses.

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, Munya (munya.s@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,

Attila

Dear alterburn

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from 7K.Casino to join this discussion and provide their comments regarding the matter.

Dear 7K.Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.

7K.Casino

Thank you for your update. I hope that the case will be concluded once the player completes your request.

alterburn

Kindly take note of the casino's communication and act as advised. Provide an update once you are done.

They’ve started replying so promptly. All it took was sending them a screenshot of the accepted complaint.

I provided all the requested photos yesterday. Now they aren't satisfied with the image quality. Not only were they unable to provide the address where I made the transaction, but I also had to search through a heap of transactions from a month ago using only the time and an approximate amount—and even then, I’m not sure I found the right one. On top of that, they keep getting the dates of the requested transaction wrong.

They need confirmation of this transaction. But they asked me to confirm a transaction from April 27th—even though I hadn't even registered by then.

Hello. The speed of our support team's responses doesn't depend on whether complaints are posted on third-party resources. It's likely that the workload was low when you contacted us, allowing our operators to provide quick responses.

We apologize if our employee misled you regarding the transaction date. Please refer to my answers for guidance.

I'd also like to emphasize that verification specialists won't request photos again unnecessarily. If a second request is made, it means the image quality was indeed poor. All information must be clearly legible without zooming.

I see you've uploaded new data. Please expect a response from our specialists soon (today or tomorrow).

Здравствуйте. Оперативность ответов службы поддержки не зависит от размещения жалоб на сторонних ресурсах. Вероятно, в момент вашего обращения просто была низкая загрузка, и оператор успевал давать быстрые ответы.

Приносим извинения, если наш сотрудник ввел вас в заблуждение касательно даты транзакции. Вы можете ориентироваться на мои ответы.

Также хотелось бы сделать акцент, что специалисты по верификации не станут зря перезапрашивать фотографии. Если был перезапрос, значит качество изображений и правда было не лучшего качества. Вся информация должна хорошо читаться без приближения.

Вижу, что вы подгрузили новые данные. Прошу ожидать ответ от специалистов в ближайшее время (сегодня-завтра).

Yes, of course. I believe you—after all, you have absolutely no vested interest in the fact that a user, having been fed promises for a month, might simply abandon their account. Your operators have mentioned a mythical set of regulations specifying the review timeframes so many times. Yet, for some reason, whenever I asked to see these regulations, they immediately came up with excuses.

You are, of course, apologizing how could it be otherwise. For your absolute incompetence I understand.

Your requirements for the photos really are excessive. If you reject these new ones for the third time, my only remaining option would be to try taking a photo with a DSLR camera—though, as I understand it, even that might not satisfy you.

I can upload all the photos here so that the CasinoGuru team can also see that you are rejecting perfectly normal photos.

Today, the user's account was successfully verified and the withdrawal processed. The issue has been resolved.

Сегодня аккаунт юзера был успешно верифицирован, а вывод обработан. Вопрос решен. 

Yes, I can confirm. After a month, it’s finally over. My impression is entirely negative.

Dear alterburn,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru