R7 Casino - Вывод средств игрока задерживается из-за проблем с проверкой.

This casino won't pay me my winnings under the pretext of a long check verification

02/07/2025 I made 3 deposits of 10k each and ended up winning 100k rubles. I tried to send them for withdrawal, but first I received a notification that I needed to send my crypto wallet address to kyc@, where I was withdrawing money, to activate this wallet. I sent it and then silence

A few days later I wrote to technical support and they replied that I needed to upload my documents for verification. I uploaded everything, they checked them and then they asked me to upload a replenishment receipt (although why do this, because the payment system had previously checked the receipt and the money was credited to my balance), but ok - I uploaded it and for three weeks now they have not been able to verify the receipt

At the same time, the money is hanging on the balance and available for play. That is, I believe that they expect that I will simply lose it 🙂

Tech support has been feeding us with empty promises for three weeks now. Wait, wait, wait

Well, I waited and am writing a complaint here.

Данное казино не выплачивает мне выигрыш под предлогом долгой проверки чека

07-02-2025 я сделала 3 депозита по 10к и в итоге выиграла 100к рублей. Попыталась отправить их на вывод, но сначала получила уведомление, что на адрес kyc@ нужно отправить мой адрес криптокошелька, куда я вывожу деньги, для активации этого кошелька. Я отправила и дальше тишина

Спустя несколько дней я написала в техподдержку и мне ответили, что надо загрузить свои документы для проверки. Я все загрузила, их проверили и дальше еще запросили загрузить чек пополнения (хотя зачем это, ведь платежка ранее проверила чек и деньги мне на баланс были зачислены), но ок - я загрузила и вот уже три недели они не могут проверить чек

При этом деньги висят на балансе и доступны к игре. То есть я полагаю что они ожидают что я их просто проиграю 🙂

В техподдержке кормят завтраками уже три недели. Ждите, ждите, ждите

Ну вот я подождала и пишу здесь жалобу

Dear evovids,

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 takes 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 did you send the last one?

Have any of your identity documents been checked and verified by the casino?

Could you kindly forward me the deposit receipts that the casino has not yet approved? Have you made sure that this document contains all your personal information necessary for verification? My email address is veronika.f@casino.guru.

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,

Veronika

Veronica, hello. I understand that KYC is an important process, so I sent all the documents immediately as they were requested.

11.02.2025 I sent them

• photo with passport
• photo of registration
• screenshot from baknovsky app with account information
• screenshot from banking app with card information

All this was accepted by them.

After which they additionally asked me for a transfer receipt and I immediately sent it to them. And now 3 weeks have passed since then

I sent you a check by email

Вероника, здравствуйте. Я понимаю, что KYC важный процесс, поэтому все документы я отправила сразу же как они были запрошены

11.02.2025 я отправила им

• фото с паспортом
• фото прописки
• скриншот из бакновского приложения с информацией о счете
• скриншот из банковского приложения с информацией о карте

Все это было ими принято

После чего они у меня еще дополнительно запросили чек перевода и я им сразу же его отправила. И вот с того момента прошло 3 недели

Чек вам отправила на почту

Hello!

We apologize for the long wait. Your document is being verified by the payment provider. For our part, we are doing everything possible to promptly carry out all necessary procedures and complete payment processing.

Best regards, R7 Casino team.

Здравствуйте!

Приносим свои извинения за длительное ожидание. Ваш документ находится на проверке у платежного провайдера. Со своей стороны мы делаем все возможное, чтобы оперативно провести все необходимые процедуры и завершить обработку платежа.

С уважением, команда R7 Casino.

I've been hearing from you for three weeks now that you're doing everything possible. Although this is just a replenishment check, which your payment system checked instantly when I made a replenishment 🙂 And here it took so much time 🙂

Moreover, you do not regulate the time for resolving the issue. Which means you are simply dragging out time 🙂

Я уже три недели слышу от вас, что вы делаете все возможное. Хотя это всего лишь чек пополнения, который ваша же платежка проверила моментально, когда я делала пополнение 🙂 А тут вон сколько времени понадобилось 🙂

Тем более вы никак не регламентируете время решения вопроса. А значит просто тянете время 🙂

Dear Player,

We are very sorry that this situation has been delayed. Our specialists from the financial department are trying to deal with this issue as soon as possible. The payment provider works outside of our competence, but from our side we do our best to speed up this process as quickly as possible.

Best regards, R7 Casino team.

Thank you very much, evovids, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear evovids, I hope you're doing well. From now on, I will be handling your complaint.

Dear R7 Casino, please, provide us with the timeframe for such a review. When exactly did your payment provider start the review of the document and what is the deadline for such procedures?

Dear administration, payment provider is a third-party service that operates outside of our competence. As soon as the check is completed, we will immediately notify the player about it. Unfortunately, we do not have an exact date when the provider will complete the check, but for our part we are doing our best to speed up the process as much as possible.

Best regards, R7 Casino.

Dear R7 Casino, based on the information provided by the player, it appears that the provider's check has been ongoing for a month already. I understand that you may have little to no influence on this process. I will extend the timer for another week. Hopefully, we will receive updates from you within this timeframe, as, generally, 30 days should be sufficient for such reviews.

Dear customer,

Your transaction has been processed and the funds have been withdrawn to your details. If they were not delivered to you, please provide a statement of all transactions for the withdrawal period to our mail, or to the support chat.

Best regards, R7 Casino team.

Thank you for the updates, R7 Casino.

Dear evovids, please let us know if your withdrawal was successful and you've received the funds from the casino.

Dear evovids,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.