SuperSeven Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

Hello,

I registered at this casino in June or July, after I made deposits from my Sparkasse account, my bank asked me what the transactions are for, my bank blocked my account for a short time, but unblocked it after about 5 days. My bank said it is a routine check if money laundering is suspected or if a third party is suspected of accessing the account. As a precaution, I disputed the transactions in the casino, the casino has not yet responded to my message. My account remained open and I was able to continue depositing.

Well, last week I made several deposits of around €5000, while I was playing I had to ask questions about the origin of the funds, which I answered. I work, earn around €33000 a year, had a BTC wallet and profits left over from previous casino activities.

I dissolved my wallet, the money gradually trickled into my account and flowed into the casino.

At some point I realized that nothing was working anymore and I wanted to pay out.

I requested a withdrawal of 1400€, this has not been booked to my account until today.

A day later after requesting the withdrawal, I received the message that my account is blocked and I should submit the following documents:

• proof of salary
• Source of Funds
• statement of account

I submitted all 3 proofs, a salary statement, my sales (all transactions to Superseven) and the receipts from my former BTC wallet. These were also verified, when I log in I get the message approved, but I can deposit money but not request a new payout.

Also, my payout was declined 3 days ago.

In the live chat I asked several times what the problem was, I was told that the documents were forwarded internally, or that they are still being checked, I do not receive any answers to e-mails.

I require the following from the casino:

Payout of the eligible winnings in the amount of 1400 euros

or

Return of All Deposited Funds.

I have provided all evidence to the casino.

Hallo,

ich habe mich im Juni oder Juli in diesem Casino registriert, nach dem ich Einzahlungen von meinem Konto der Sparkasse aus getätigt habe, fragte mich meine Bank wofür die Transaktionen sind, meine Bank hat kurzzeitig mein Konto blockiert, jedoch nach rund 5 Tagen wieder freigegeben. Meine Bank meinte, es ist eine Routineüberprüfung wenn verdacht der Geldwäsche besteht oder ein Zugriff eines dritten auf dem Konto vermutet wird. Vorsorglich habe ich die Transaktionen im Casino angefechtet, das Casino reagierte bis heute nicht auf meine Nachricht geantwortet. Mein Konto blieb offen, und ich konnte weiter einzahlen.

Nun tätigte ich vergangene Woche mehrere Einzahlungen rund 5000€, während ich gespielt habe, musste ich fragen zur Herkunft der Mittel machen, diese habe ich beantwortet . Ich gehe arbeiten, verdiene rund 33000 € im Jahr, hatte ein BTC-Wallet sowie Gewinne aus vorherigen Casinoaktivitäten übrig.

Mein Wallet habe ich aufgelöst, die Gelder trudelten nach und Nach auf mein Konto ein, und flossen in das Casino.

Irgendwann merkte ich, es geht nichts mehr und ich wollte Auszahlen.

Ich forderte eine Auszahlung in Höhe von 1400€ an, diese ist bis heute nicht auf mein Konto gebucht wurden.

Einen Tag später nach Anforderung der Auszahlung, erhielt ich die Nachricht, dass mein Konto blockiert ist, und ich Folgende unterlagen einreichen sollte:

• Gehaltsnachweis
• Herkunft der Geldmittel
• Kontoauszug

Ich reichte alle 3 Nachweis ein, einen Gehaltsnachweis, Meine Umsätze (Alle Transaktionen zu Superseven) und die Eingänge von meinem ehemaligen BTC-Wallet. Diese wurden auch verifiziert, wenn ich mich einlogge erhalte ich die Nachricht approved jedoch kann ich zwar Geld einzahlen, aber keine neue Auszahlung anfordern.

Ferner wurde meine Auszahlung vor 3 Tagen abgelehnt.

Im Livechat habe ich mehrfach nachgefragt was denn das Problem ist, man sagte mir, die Unterlagen wurden Intern weitergeleitet, oder es wird noch geprüft, auf E-Mails erhalte ich keine Antworten.

Ich fordere folgendes vom Casino :

Auszahlung der berechtigten Gewinne in höhe von 1400 Euro

oder

Rückgabe aller Eingezahlten Gelder .

Ich habe alle Nachweise erbracht ggü des Casinos.

Dear Katze1337,

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 licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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,

Petronela

Hello,

I contacted the live chat multiple times asking for clarification, each time I was told something different.

A few excerpts from the live chat:

(04:00:54 PM) Maia: Thank you for confirming, just give me one more moment please while I check this further for you.

(04:00:54 PM) Maia: Thank you for the confirmation. Please give me a moment while I continue to review this for you. (translated)

(04:02:27 PM) Maia: Daniel, as I could see you already have sent us the requested documents, but regarding your Bank Statement **024000, we have noticed that only transactions to us via bank deposit are visible, no other Transactions are visible and it seems they might have been filtered. Our Payment Department is still looking at this and as soon this procedure is done and your account is verified you will be able to use your account normally again.

In case we need anything else from you we will let you know immediately, do not worry about this

(04:02:27 PM) Maia: Daniel, I can see that you have already sent us the requested documents, but regarding your bank statement **024000, we noticed that only transactions to us via bank deposit are visible, no other transactions are visible and it seems they might have been filtered. Our payments department is still checking this and once this process is complete and your account is verified you will be able to use your account normally again.

If we need anything else from you, we will let you know immediately, don't worry about it (translated)

(04:02:29 PM) Maia: Meanwhile, is there anything else that I can assist you with today? :)

(04:02:29 PM) Maia: In the meantime, is there anything else I can help you with today? :) (translated)

(04:03:14 PM) Daniel : I can also send you the entire receipt

(04:04:28 PM) Maia: As informed, we do not need anything else from you at this moment, in case we need anything we will let you know immediately, do not worry about this 🙂

(04:04:28 PM) Maia: As informed we don't need anything more from you at the moment, if we need anything we will inform you immediately, don't worry about it :) (translated)

I even offered to send proof again, this was declined.

(08:08:31 PM) Daniel : Hello Saso

(08:08:42 PM) Saso: How may I help, Daniel.

(08:08:43 PM) Saso: ?

(08:08:52 PM) Daniel : I Need Help: I have sent you the Source of Funds for my deposits

(08:09:23 PM) Daniel: I got the Info (Window when i login to the homepage) i am verified. But i dont have access to the withdrawl area

(08:10:23 PM) Saso: I am checking that for you now.

(08:11:33 PM) Daniel : Thank you

(08:12:14 PM) Saso: I can see that security checks have not been finished yet. We will email you once your account is verified and unblocked for withdrawals. It shouldn't take much longer now.

(08:13:15 PM) Daniel : okay thank you

(09:53:55 AM) Victor: How can I help you today?

(09:54:35 AM) Daniel Hi

(09:54:55 AM) Daniel Can you please tell me why my withdrawal takes so long?

(09:56:11 AM) Victor: I am afraid the verification team is checking the documents you uploaded and how to proceed, it shouldn't take much longer now. We kindly ask you for a bit more patience please.

So it was already confirmed here by the live chat that no more proof is required and that I don't have to send anything afterwards. All evidence was provided in a PDF file, my current salary statement shows the account I used, as well as the sales to the casino and the entries from my former BTC wallet.

I can make my employment contract available to the casino, but it doesn't do them much good, I'm paid according to the collective agreement, and my annual salary isn't included there, it's only mentioned that collective bargaining group XYZ is paid as a wage.

ID card and other documents have already been verified.

When I try to make a deposit I get the following message:

Source Of Wealth or Source of Funds document is required to complete the verification, please contact support for assistance.

I've been doing this for a week!

Hallo,

ich habe mehrfach den Live-Chat kontaktiert und um Klärung gebeten, man sagte mir jedes Mal etwas anderes.

Ein paar Auszüge aus dem Livechat:

(04:00:54 PM) Maia: Thank you for confirming, just give me one more moment please while I check this further for you.

(04:00:54 PM) Maia: Vielen Dank für die Bestätigung. Geben Sie mir bitte noch einen Moment Zeit, während ich dies weiter für Sie überprüfe. (übersetzt)

(04:02:27 PM) Maia: Daniel, as I could see you already have sent us the requested documents, but regarding your Bank Statement **024000, we have noticed that only transactions to us via bank deposit are visible, no other transactions are visible and it seems they might have been filtered. Our Payment Department is still looking at this and as soon this procedure is done and your account is verified you will be able to use your account normally again.

In case we need anything else from you we will let you know immediately, do not worry about this

(04:02:27 PM) Maia: Daniel, wie ich sehen konnte, haben Sie uns die angeforderten Dokumente bereits gesendet, aber bezüglich Ihres Kontoauszugs **024000 haben wir festgestellt, dass nur Transaktionen an uns per Bankeinlage sichtbar sind, keine anderen Transaktionen sind sichtbar und es scheint, dass sie es gewesen sein könnten gefiltert. Unsere Zahlungsabteilung prüft dies noch und sobald dieser Vorgang abgeschlossen und Ihr Konto verifiziert ist, können Sie Ihr Konto wieder normal verwenden.

Falls wir noch etwas von Ihnen benötigen, werden wir Sie umgehend informieren, machen Sie sich darüber keine Sorgen (übersetzt)

(04:02:29 PM) Maia: Meanwhile, is there anything else that I can assist you today with? :)

(04:02:29 PM) Maia: Gibt es in der Zwischenzeit noch etwas, bei dem ich Ihnen heute behilflich sein kann? :) (übersetzt)

(04:03:14 PM) Daniel : Ich kann Ihnen auch den gesamten Beleg zusenden

(04:04:28 PM) Maia: As informed, we do not need anything else from you at this moment, in case we need anything we will let you know immediately, do not worry about this 🙂

(04:04:28 PM) Maia: Wie informiert, brauchen wir im Moment nichts weiter von Ihnen, falls wir etwas brauchen, werden wir Sie sofort informieren, machen Sie sich darüber keine Sorgen :) (übersetzt)

Ich habe sogar angeboten Nachweise erneut zukommen zu lassen, dies wurde abgelehnt.

(08:08:31 PM) Daniel : Hello Saso

(08:08:42 PM) Saso: How may I help, Daniel.

(08:08:43 PM) Saso: ?

(08:08:52 PM) Daniel : I Need Help: I have sent you the Source of Funds for my deposits

(08:09:23 PM) Daniel: I got the Info (Window when i login to the homepage) i am verified. But i dont have acces to the withdrawl area

(08:10:23 PM) Saso: I am checking that for you now.

(08:11:33 PM) Daniel : Thank You

(08:12:14 PM) Saso: I can see that security checks have not been finished yet. We will email you once your account is verified and unblocked for withdrawals. It should not take much longer now.

(08:13:15 PM) Daniel : okay thank you

(09:53:55 AM) Victor: How can I help you today?

(09:54:35 AM) Daniel Hi

(09:54:55 AM) Daniel Can you please tell me why my withdrawal takes so long?

(09:56:11 AM) Victor: I am afraid the verification team is checking the documents you uploaded and how to proceed, it shouldnt take much longer now. We kindly ask you for a bit more patience please.

Es wurde hier also schon vom Live Chat bestätigt, dass keine Nachweise mehr benötigt werden, und ich auch nichts nachsenden muss. Es wurden alle Nachweise in einer PDF-Datei erbracht, auf meinem aktuelle Gehaltsnachweis geht mein verwendetes Konto hervor, ferner auf den Umsätzen zum Casino ebenfalls und auf den Eingängen von meiner ehemaligen BTC-Wallet ebenfalls.

Meinen Arbeitsvertrag kann ich zwar dem Casino zur Verfügung stellen, jedoch bringt es denen nicht viel, ich werde nach Tarif bezahlt, und dort steht mein Jahresgehalt nicht drin, es wird lediglich erwähnt, dass Tarifgruppe XYZ als Lohn gezahlt wird.

Ausweis und andere Dokumente wurden bereits verifiziert.

Wenn ich versuche eine Einzahlung zu tätigen erhalte ich folgende Nachricht:

Source Of Wealth or Source of Funds document is required to complete the verification, please contact support for assistance.

Dies mache ich bereits seit einer Woche !

Thank you very much, Katze1337, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Katze1337

I'm Michal and I have taken over your complaint. I have reviewed your case and I would like you to please understand that KYC and AML are very important and essential processes and they take a bit of time to be completed. As the casino has informed you there is nothing at the moment that is needed from your side, so I would kindly ask you to be patient and wait for the security check to be completed.  I will in the meantime contact the casino to see if we can get an update on the process.

We would like to invite SuperSeven Casino to join the conversation.

Dear SuperSeven Casino,

Can you please provide some information regarding the delay in the player's verification? Can you please tell us how long will the security check process take?

Hey Katze1337, i have been notified of this complain this morning and am looking into it for you. I can understnad why this is a little confusing for you but i will follow it up for you.

Just for your information, the withdrawal wasnt "rejected" our systems cancel any pending withdrawals after 7 days of not having completed KYC or source of funds documentation. I can also see that we have proof of your earnings already which is why we applied the Net Loss Limit to your acocunt to ensure that you were spending only within your means.

Your account was automatically closed after the grace period for providing the documentation passed - this is a standard piece of functionality that we apply to all accounts when there are delays in these documents being provided to ensure the integrity of the account itself.

Other than that i am seeking an explanation as to why any other documents have not been approved and if there is no reason then of course we will reopen the acocunt and allow you to process the withdrawal.

Thank you SuperSeven Casino for the response

Can you please provide a time scale for when the verification process will end or if there is any other document needed to help to finish the verification process?

Hi Michal, Katze1337 I have been through the history and the documentation and we have processed the withdrawal of your entire remaining balance of €1444.31 as requested. Please remember that although we have processed the payment from our end via Bank Transfer, it may take between 1-3 days for it to reach your account.

We have also closed your account, which was what you requested I believe and I have added notes to the account to ensure that this closure will be permanent.

Hello Michal, Hello Super Seven Casino representative,

I can confirm that the money is on its way to me. Today around 1:00 p.m. I was able to initiate the payment myself, after which my account was blocked.

I sent my documents to the casino the day before yesterday, in the e-mail I also addressed an important point from my point of view, I do not want to take up this point here as a complaint and only seek to talk to the casino.

Therefore, I would ask the casino representative to re-read my message (email) and give me feedback here, or email if you prefer

The ban is related to my email.

If no solution is found here, I will raise the complaint again.

@CasinoGuru:

The complaint is currently partially resolved from my point of view, I would not finally lock the post here for further answers. Since there is still an answer to my e-mail, with a very important topic where there is still a need to talk. Thank you in advance for mediating here.

Many Thanks.

Hallo Michal, Hallo Vertreter des Super Seven Casinos,

ich kann bestätigen, dass das Geld auf dem Weg zu mir ist. Heute gegen 13:00 Uhr konnte ich die Zahlung selber einleiten, anschließend war mein Konto dann gesperrt.

Dem Casino habe ich vorgestern meine Dokumente übersendet, in der E-Mail habe ich aus meiner Sicht noch einen wichtigen Punkt angesprochen, diesen Punkt möchte ich hier als Beschwerde noch nicht aufgreifen und erst das Gespräch mit dem Casino suchen.

Daher würde ich den Vertreter des Casino bitten, meine Nachricht noch einmal durchzulesen (E-Mail) und mir hier eine Rückmeldung zu geben, oder gerne auch per E-Mail

Die Sperre hängt mit meiner E-Mail zusammen.

Sofern hier dann keine Lösung gefunden wird, werde ich die Beschwerde wieder hochholen.

@CasinoGuru:

Die Beschwerde ist derzeit zum Teil gelöst aus meiner Sicht, ich würde den Beitrag hier noch nicht endgültig sperren für weitere Antworten. Da noch eine Antwort auf meine E-Mail ausseht, mit einem sehr wichtigen Thema wo noch redebedarf besteht. Danke bereits jetzt dass IHR hier vermittelt habt.

Vielen Dank.

Hello Katze1337

I'm glad to hear that we could move with your complaint further.

Please let me know when you successfully receive the funds.

If you have any other questions to the casino, that are not specifically related to this complaint, I'm not sure if this is the right place to discuss them especially if they are of private character it would be better to discuss them privately via email, but if there is anything we can be of help with, feel free to ask.

Close. Money was in the account. I will clarify everything else directly with the casino or write a complaint here again

Close. Geld war auf dem Konto. Alles weitere werde ich mit dem Casino direkt klären oder hier erneut eine beschwerde verfassen

Great news, Katze1337. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal