Hello

7 days ago I sent documents for verification, but the account was never verified and they still haven’t responded.

Because of this I can't make a withdrawal request.

I suspect that the casino is deliberately delaying verification because my messages are simply ignored.

Здравствуйте

7 дней назад отправила документы для верификации, но аккаунт так и не верифицировали и даже до сих пор ничего не ответили.

Из-за этого не могу сделать запрос на вывод средств.

Есть подозрения, что казино намеренно задерживает верификацию, потому что мои сообщения просто игнорируются.

Dear pozndarya, 

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 did you send 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, 

Veronika

I sent the documents 8 days ago.

I sent what they told me in the chat - passport and proof of address (I sent a bank statement)

Provided documents on the same day when I needed to make a request for withdrawal of funds.

8 days have passed and there is still no answer.

In the chat they say "sorry for the delay, you will contact the verification team", but so far no one has answered me.

Отправила документы 8 дней назад.

Отправила то, что мне сказали в чате - паспорт и подтверждение адреса (я отправила банковскую выписку)

Предоставила документы в тот же день, когда мне потребовалось сделать запрос на вывод средств.

8 дней прошло и ответа до сих пор нет.

В чате говорят "извините за задержку, вы свяжемся с verification team", но до сих пор никто мне так и не ответил.

Thank you for your response. Please forward me the documents you sent to the casino for verification along with all the communication between you and the casino that could be relevant to the investigation of your complaint at [email protected]. Thank you for your patience and cooperation.

Hello, I sent it

Здравствуйте, отправила

Thank you very much, pozndarya, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina ([email protected]) 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 pozndarya, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact 7GOLD Casino outside this complaint thread and let you know any new information once I receive it.

Hello, my account was verified today after all.

Now I will wait for the withdrawal of funds

Здравствуйте, мой аккаунт сегодня все-таки был верифицирован

Теперь буду ожидать вывод средств

Dear pozndarya, 

thank you for your message. Please keep us updated about your withdrawal status.

Hello

Yesterday the account was verified, today the money was already received, thank you

Здравствуйте

Вчера аккаунт был верифицирован, сегодня деньги уже были получены, спасибо

Dear pozndarya,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak 

www.kpvfaw.com