7Slots Casino - Player claims that payment has been delayed.

I have tried to make a withdrawal, for which 7slots has asked me to verify my account by sending photos of my driver's license, credit card and then a selfie with both documents in hand. I have sent them and they are rejected for poor quality. I have verified the submitted documents and they have adequate readability. They can be smoothly reviewed and read smoothly.

Dear hola1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It is that I sent the data for the verification that they request to complete the withdrawal process and they told me by mail that "The quality of any of the documents was not good." However, I reviewed each submitted file and they were perfectly readable, which makes me fear that I won't get anything out of it by repeating the process.

I have sent photos again... all legible, with good quality and respecting the instructions they indicate and they continue to reject them. It's like they don't want to verify the account. The email they send with the rejection does not even indicate which photo they have problems with and they ask to upload them all again.

Thank you very much for your reply, hola1. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello.

My documents have been rejected for the fourth time. The email they send each time they reject is the following:

It simply says that the quality was not good and that you must comply:

All photos submitted must be of good quality.

The information must be clear and legible.

The documents or cards shown in the photo must be in a horizontal position, not tilted.

I also asked the casino support for help with the issue and they basically gave me the same instructions:

After that I waited and they rejected me again with the same email they send every time.

Thank you very much, hola1, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks for the support. For my part, I have tried to send the documents they request a couple more times, but they continue to reject them without further clarification than the ones mentioned above. I hope you can help me please.

Hi hola1,

I've reviewed your case and am sorry that you came across such a problem. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 7Slots Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's documents have been rejected by you? Could you specify what exactly are the problems with them?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Dear hello1 ,

You must submit a photo of the back of your document for verification.

Please note that the photo must be of good quality.

Good morning. The only document requested by both parties is the credit card.

And I have uploaded it like this. I think that perhaps what happens is that my credit card only has the data on one side and on the other side it is simply gray with the logo of the issuer, but without data.

I will try again, I will send the same data to natalia.b@casino.guru so that he can give me some guidance if I am doing something wrong.

At last I managed to do the verification!

Now I will wait for the money I requested to withdraw (the $700,000 clp) to be deposited in the end and I will notify you when that happens.

Considering that 16 days have passed (so far) and that the verification has already been done, I suppose it should happen later.

Dear 7Slots Casino, thank you for the reply.

Dear hola1, I'm glad to hear that your account was finally verified and the withdrawal request can be now processed. But you're right, it can take some time based on our experience. Please, keep us informed about the status of your withdrawal request.

I'll set a timer for you for 7 days so far and hope that this timeframe will be enough.

Best regards,

Natalia

Good morning.

I just received an email from 7slots informing me that to make withdrawals for more than clp$50,000 I must make multiple withdrawals for that amount: "For a successful withdrawal, you have to create multiple requests of up to 50,000 Chilean pesos each." So I will have to make 14 withdrawals to achieve the withdrawal I wanted.

🤦🏻‍♂️

The system is just as bad, this could restrict the withdrawal form so as not to have to wait all this time just to have to do it again. I will make the requests that indicate the multiple withdrawals. I'll let you know how it goes with that...

I had to cancel the withdrawal for clp$700,000 in order to generate the 14 new withdrawals for clp$50,000 that the casino asked me to make. I must say that even though I checked the "save account details" box the account was not saved so I had to manually add all the details for the 14 withdrawals one by one. I still did it and I'll let you know when I have news.

What a horrible experience this casino has been so far.

So far I have received 4 of the 14 withdrawals of clp$50,000. I will keep reporting to see what happens in the following days.

Dear hola1, thank you for the updates! I'm glad to hear that it's working this way, though it's more time-consuming for you. I hope it'll keep going this nicely and the whole amount will be withdrawn.

I'll set the timer for another 14 days, probably the money will be credited to your account during this timeframe.

Please, keep us updated.

Regards,

Natalia

So far I have received 8 withdrawals of the 14 requested. I will continue to report as this issue progresses. I can't believe this topic has taken almost a month. Thanks for the support anyway.

Dear hola1, thank you for the updates. I'm sorry it's taking an unexpectedly long time but at least we're seeing progress.

Dear hola1, I've set the timer for another 14 days. Could you please provide us with the updates, if you have received further payments since your last message?

Good morning. So far I have received 12 of the 14 requested payments.

Since the last time I have only received one withdrawal... reaching 13 of the 14 requested.

Dear hola1, thank you for keeping us updated. I hope that the last installment will be credited to your account very soon.

Dear hola1,

Have you received your withdrawal from the casino yet?

Hello.

Still waiting. Of the 14 withdrawals in which they made me split the originally requested withdrawal, I have only received 13. I'm still waiting for the last one.

Dear hola1, thank you very much for the update. We will keep this complaint open until you confirm your last installment has been received successful. Please keep me informed about any further developments.

Good night. Still waiting for the payment of the last withdrawal.

Dear 7Slots Casino, could you please advise what is the status of the last withdrawal request? Would you check if the last installment was already processed from your side? Thank you.

Dear hello1,

Payment in progress, please wait. The funds will be in your account shortly.

We are also keeping a close eye on your transaction and are always willing to help you on our end.

Dear hola1, have there been any positive updates?

Not yet. I'm still waiting for the payment of the last withdrawal.

Thank you, hola1, for the update.

I'll set the timer for another 2 weeks. I hope that the last payment will be processed and reach you by that time.

Hello, good afternoon.

I still have no news of the last withdrawal.

🙁

Today I received the last payment. Thanks for everything.

Dear hola1, thank you for the confirmation. I'm glad that you finally received the whole amount of your funds, though it was quite a long journey.

I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia