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My account at 7K Casino is fully verified (KYC completed).

I requested a withdrawal in USDT. The withdrawal has been under "account review" for more than 50 days without any clear or specific reason.

The casino already made a partial payout of 160,000 RUB, which confirms that my account is legitimate and that no violations were found. However, the remaining balance of approximately 800,000 RUB is still being withheld.

No bonuses without wagering were used, all wagering requirements were fulfilled, and no rule violations were communicated to me.

Additionally, the casino refused to provide ADR details when requested.

I am requesting the completion of the full withdrawal.

Important notice:

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?
• How does the casino justify the delay in the processing of your payment?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

My biggest win was in the slot "Bonbon Pop 1000" by the provider Pateplay, where I won the max win amount of 500,000 RUB. My second largest win was in the slot "Sweet Bonanza 1000" by Pragmatic Play, where I won 400,000 RUB. I also played "Starlight Princess 1000" by Pragmatic Play.

The verification has been completed in full, and all the data has been confirmed through my personal documents.

The casino says that my account is under review.

I have been waiting for the withdrawal since November 22, 2025.

I am attaching a screenshot regarding the account verification, confirming that the verification has been completed.

Hello, I'd like to update you on the information that there have been changes since your request. 7k Casino has approved another withdrawal request for 40,000 rubles. Currently, 7k Casino has been holding 740,000 rubles in my account for two months. I'd also like to point out that the club's support team has not provided any information regarding withdrawal wait times or account verification times. Every time I contact them, whether by email or directly within the club, the support team always responds with the same response: "We can't provide a timeframe; we don't know the timeframe."

P.S. Sorry for the change in language. I noticed that the translator I used changed some words slightly, so I decided to switch to a more comfortable language. Sorry again.

Здравствуйте, хотелось бы дополнить информацию о том что есть изменения с момента обращения, клуб 7k Casino одобрил ещё одну заявку на вывод средств в размере 40.000 рублей. В текущий момент клуб 7k Casino, удерживает на счёту 740.000 рублей уже на протяжении 2-х месяцев. Хотелось бы так же подчеркнуть что поддержка клуба не дала и не даёт никакой информации по поводу сроков ожидания выводв, по поводу сроков проверки аккаунта. На каждое обращение будь то на почту или же внутри самого клуба поддержка всегда отвечает одно и тоже "Не можем дать сроки", не знаем сроки"

P. S. Извините за смену языка писания, я заметил что из-за переводчика которым я пользовался, некоторые слова незначительно изменились, поэтому принял решение перейти на более удобный для себя язык. Простите ещё раз

Dear shadowfiendgame

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, Jana (jana.k@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,

Veronika

Dear shadowfiendgame,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite 7K Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello.

Please note that the CGA has not yet provided a list of certified alternative dispute resolution (ADR) providers. Therefore, the requirement to allow players to file complaints with an ADR provider cannot currently be met. However, you can always submit your complaint to the operator by sending it to our support team or directly to the Complaints Department.

The withdrawal delay was due to a review of your account. Information about possible reviews is provided in our website rules. You agreed to these rules upon registration. The rules clearly state that the site administration may initiate a review at any time during your gaming activity if it deems it appropriate.

Your withdrawals continue to arrive, and new requests are processed periodically. We see that 400,000 rubles have already been successfully withdrawn. Please expect further withdrawals.

Здравствуйте.

Обращаем ваше внимание на то, что на сегодняшний день CGA еще не предоставила список сертифицированных поставщиков услуг альтернативного разрешения споров (ADR). Следовательно, требование о предоставлении игрокам возможности подавать жалобы поставщику услуг ADR в настоящее время не может быть выполнено. Однако вы всегда можете отправить свою жалобу на рассмотрение оператора, направив ее в нашу службу поддержки или напрямую в отдел жалоб.

На задержку вывода повлияла проверка по вашему аккаунту. Информация о возможных проверках указана в правилах нашего сайта. Вы с этими правилами согласились в момент регистрации. В правилах четко сказано, что администрация сайта может инициировать проверку в любой момент вашей игровой активности, если посчитает это целесообразным.

Вывод продолжает вам поступать, периодически обрабатываются новые заявки. Видим, что на сегодняшний день уже успешно выведено 400 000 рублей. Ожидайте продолжение вывода.

Dear shadowfiendgame,

I hope this message finds you well. Could you please confirm whether you have received the funds from the casino? We would greatly appreciate any updates once you have received it.

Dear shadowfiendgame,

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.

Since our last message, the user has successfully withdrawn another 240,000 rubles.

После нашего последнего сообщения юзеру успешно вывели ещё 240 000 рублей.

Dear 7K Casino representative,

thank you for the update. Please keep us informed when you release more funds for the player.

On February 12th, another 40,000 rubles were withdrawn. We're waiting for more withdrawals.

12 февраля вывели еще 40 000 рублей. Ждем продолжение вывода.

Dear shadowfiendgame,

thank you for the update. Please keep us informed when you receive more funds from the casino.

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,

Jana

Casino.Guru