The player from Chile is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint was rejected as the casino discovered that the player had been taking advantage of the bonuses through technical loopholes. This finding was confirmed by substantial evidence.
7Slots Casino - Player is struggling to complete the account verification.
Amount: $250,000 CLP
7Slots Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
On March 31 of this year 2023, I tried to make 2 withdrawals to the 7Slot casino, one of which was $200,000 CLP and the other was $50,000 CLP, for which they asked me for a verification record, in which I had I have to upload photos of my documents, the verification has been carried out 3 times and the 3 times they cancel it with the excuse that "the photos have to have better quality"
I hope for a prompt response since according to your App it only took a maximum of 3 days to make the transfer to my bank account.
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
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 casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise if any of your documents were accepted and approved or if all of them have, allegedly, poor quality?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Dear Petronela, I took the photographs with my cell phone in the highest resolution (64mp), but the page warned me that a file of such magnitude of weight could not be uploaded (Megabait)
So, I took the photo with my normal cell phone camera, which is not bad quality, and decided to upload it, but they still send me that "identity verification" email.
Edited
Automatic translation:
Public
Public
1 year ago
Translation
Dear themarinene,
As we can see your account verification request is still in the queue. The photo should clearly show all the details of your documents, try not to cover some of the text with your hand or make sure that the important parts of the document are not blocked by foreign objects or reflections.
I hope our tips help you complete your inspection as soon as possible.
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7slots casino, I have tried to upload photos of my documents on 3 occasions, of which in no photo I hide part of the cards or my driver's license, the only thing I hide is what you indicate on the page
This time I will upload new photos hoping they can correctly verify my identity
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7slots casino, yesterday April 19, I resent photos of my documents and it appeared again that they are of poor quality, I applied the advice that you gave me and still the verified account does not leave me
I beg you to check my data again please
Beforehand thank you very much
Automatic translation:
Public
Public
1 year ago
Translation
Dear player,
In order to complete the account verification procedure as soon as possible, you must separately upload the passport/ID card photo and the photo where you will be seen with your passport/ID card in your hands to your profile. Please note that this must be a passport or identity card, not a work permit, which is not official identification. No symbols should be hidden in the document, all information should be visible and readable. Once you provide all the necessary documents and your account is successfully verified, you will be able to receive payments.
Automatic translation:
Public
Public
1 year ago
Thank you very much, 7Slots Casino, for your explanation and guideline.
Dear themarinene,
Please follow the casino's instructions and keep me posted about any progress. Thank you in advance.
Public
Public
1 year ago
Translation
Dear Petrona
Today I uploaded my files again and they throw it at me of poor quality, when in reality all the photographs are fully legible in what are the details of my bank card and in my ID
I'm already bored that they deny me my "Verification" since I have sent different photos of my cards more than 5 times
Automatic translation:
Public
Public
1 year ago
Thank you very much, themarinene, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.
Public
Public
1 year ago
Hello themarinene,
This is Tomas, and from now on, I will be taking care of your complaint. Could you please provide me with the same documents that you have sent to the casino for KYC verification? I would like to check them myself to see their quality.
Be sure that we won't share them with any 3rd party.
You can send them to my email address: tomas.k@casino.guru
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
I have just sent you the files you requested, it should be noted that I sent you photos of my driver's license and my Chilean Identity Card
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
I have reviewed your documents and can confirm quality is indeed not poor. The only thing that may be causing problems is the hidden part in the IDs, which the casino claimed should be all visible.
Can you please advise where did you read that you are allowed to cover these details? I believe if you would send non-covered IDs, you will pass verification.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
At the time of verification they ask me to hide these digits for my safety
As they appear in the images below:
Edited
Automatic translation:
Public
Public
1 year ago
Dear 7Slots Casino,
We can see that the player was allowed to cover some of the details in the IDs, which he did. Can you please explain why you now need the player to provide fully visible documents?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Estimado Tomas
Qué sucedería si el plazo que tiene Casino 7slots para responder, se acaba?
Public
Public
1 year ago
Translation
Hello!
We thank you for your patience while you wait. However, we want to draw your attention to the need to complete the verification process, which is important to protect your financial interests and prevent fraud.
We strongly recommend that you follow the instructions provided by our technical support specialists to successfully complete the verification process.
In addition, we have noted that in your previous verification attempt, you concealed the document serial with your hand. To ensure a higher level of security and data protection, we ask you to repeat the verification process with the full number of your document.
After successfully completing the verification process, you will have access to the option to withdraw funds.
Sincerely, The administration of 7Slots
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7Slots Casino
In none of the photos sent I hide the series of my document with my hand, I will resend the photos to you right now
But the digits of my card will remain hidden for my security
I hope your understanding and prompt response for my verification since I made my withdrawal on 03.31.2023
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7slots casino
It cannot be possible that they revoked my verification yesterday. I request that they review it again.
I am already totally bored and annoyed with this problem
Automatic translation:
Public
Public
1 year ago
Dear 7Slots Casino,
Can you please explain why the verification failed again?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear themarinene,
Once again we would like to draw your attention to the importance of providing complete and correct information for the successful verification of your account. Despite previous notifications, some data is still hidden, which makes the verification process carried out by our security team difficult.
With that being said, we would like to reassure you that your funds are safe and secure in your account. We do everything possible to ensure the safety of your funds. However, to gain full access to your account funds and features, you must provide all required data for successful verification.
Sincerely, 7Slots Administration
Automatic translation:
Public
Public
1 year ago
Dear 7Slots Casino,
Could you please be more specific about what document still has hidden parts? I believe a credit card is not a problem in this case.
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear 7slots Casino
I agree with Tomas , a credit card is not a problem in the present case.
However, my ID only hides my verification digit of the ID itself, which is very important and unique to be able to carry out procedures here in Chile, therefore it is only for personal use, but my data is legibly visible, such as my RUT, Names, last name and my date of birth.
I beg you to review my sent documents again, please, since it has been a long time since I made the complaint and all this is overwhelming
Thank you...
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
I understand that some information in your IDs might be sensitive for you to share. However, it's standard procedure for online casinos to ask for fully visible documents when KYC take place. Imagine if you would go to a bank, and they ask you to show your ID, then you simply won't be hiding some parts with your fingers.
Please, provide the casino with fully visible IDs, and I believe you will be successfully verified.
Let me know once you do so. Thank you for understanding and for your cooperation.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
I will send you the same photos that I just sent in order to pass the verification
Automatic translation:
Public
Public
1 year ago
Thank you, themarinene, for letting me see them.
I believe it should be all OK now.
Dear 7Slots Casino,
Can you please confirm that you have received the player's document and inform us once verification is completed?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
I inform you that today at 5:40 am (Chilean time)
I received this message from our beloved Casino 7slots
And as you could see the photos are all OK but they think they are very blurry.
I honestly don't know what to do anymore...
Automatic translation:
Public
Public
1 year ago
Dear Dear 7Slots Casino,
Can you please advise why the documents seem blurry to you? I have checked them myself, and I think everything is fully visible.
However, themarinene, you can try to retake the selfie because I believe the ID could be sharpened better.
Thank you both for your cooperation.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
I uploaded the photos again, and again I sent him the same photos that I uploaded to verification
Thank you
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
I have checked them, and I have to admit the quality is indeed good. Let's now wait for the casino's turn.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear themarinene,
Just send a photo of the back of the document (please don't hide the serial number either.
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
Can you please provide the casino with the above-requested document? Please let me know once you do so.
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear 7slot Casino
What the hell do you want from photos? I have sent them to you in different ways, I'm already bored that they don't accept my verification 🤬
😡
What about the back of the document? of which...
They only ask for a photo of the back of the card.
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
I believe the casino meant the back side of your ID. Please provide them with this photo, and I truly believe this is the final step.
Let me know when you send it to the casino.
Thanks for your patience.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
That's it, he's sending you the back of my ID and you too
Edited
Automatic translation:
Public
Public
1 year ago
Thank you, themarinene. I believe it should be all good now.
Dear Dear 7Slots Casino,
Can you please update us once the verification of the player is completed?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Dear Thomas,
User themarinene successfully verified his account and withdrew the money he won.
As we can see, there are no more requests from this user.
Public
Public
1 year ago
Thank you for the information.
Dear themarinene,
Can you please confirm that this is correct and that the matter is now resolved?
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
That's right, effectively on the 20th of this month I was able to pass the casino verification, however they only transferred 50,000 CLP to me
Therefore there are still 200,000 CLP that have not yet been deposited into my account
Automatic translation:
Public
Public
1 year ago
Dear Dear 7Slots Casino,
Can you please confirm if you have also processed the second withdrawal of 200,000 CLP?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear themarinene,
The transaction you refer to has been thoroughly reviewed by our security department.
Within 24 hours the transaction will be processed and you will receive your earnings.
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7Slots Casino
Thank you for your response, I will look forward to my earnings.
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
Can you please confirm once you receive the payment, so I can close this complaint as resolved?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
The 24 hours said by 7slots casino have already elapsed and my winnings have not yet been processed
Automatic translation:
Public
Public
1 year ago
Dear themarinene, when the payment is processed it doesn't mean the funds should immediately appear in your bank account. It can take a few days actually.
Please let me know once you receive the payment.
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear themarinene,
We have already published the transaction on our part, it is up to the lawyer. Please wait, the withdrawal is in progress.
Automatic translation:
Public
Public
1 year ago
Translation
Dear Tomas and Casino 7slots
I'll let you know as soon as I receive my earnings, but to this day, nothing has happened yet.
Automatic translation:
Public
Public
1 year ago
Dear both, thank you for your cooperation.
We are now waiting for the player to confirm receipt of the payment, so we can close this complaint as resolved.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Thursday 8. 5 business days have passed and still nothing
Waiting for deposit...
Edited
Automatic translation:
Public
Public
1 year ago
Dear Dear 7Slots Casino,
Can you please update us on the status of the payment?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear themarinene,
The bank has canceled your transaction on its own, but don't worry, the money will be returned to your account! After the money is returned, please repeat the transaction. If you need help or advice, please contact us, we are always happy to help!
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7slots casino
How is that possible, I have been asking for my money for a long time and time is more valuable than money since it cannot be recovered
How will I recover all this lost time waiting for a deposit?
Apart from the fact that I had contemplated that money to use it to pay bills, among other things, since I am unemployed, that is why it is urgent that they transfer my money to me later...
They've been going around a lot...
Now I will have to wait another month to get my money?
Very bad service from this casino
It is with the only casino that I have had these types of problems, that they do not want to deliver something that belongs to the user...
Edited
Automatic translation:
Public
Public
1 year ago
Dear Dear 7Slots Casino,
If the funds have been returned to the player's account balance, is there any other payment method available for withdrawal instead of bank transfer?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear themarinene,
Unfortunately, we cannot influence the actions of the bank. We are very sorry for what happened.
The money has been returned to the account, please try the transaction again.
Automatic translation:
Public
Public
1 year ago
Dear themarinene,
Can you please try to withdraw the funds using a different payment method? If it's correct that your bank declined the payment, I recommend choosing another provider to avoid the issue happening again.
Please let me know. Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear both
I have made the request to withdraw MY MONEY again
I hope it can be done as soon as possible...
Dear Tomás, the website does offer the option of other banks but there are certain options for which I do not have information, therefore I could not complete them with another means of payment, only the current one that would be that of Banco Estado
Automatic translation:
Public
Public
1 year ago
Hi themarinene,
I understand. In this case, I would like to ask you to update us on the status of the payment once there is progress.
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear Thomas
I will notify you of each payment progress
Until today nothing has happened
The payment of the casino account has not even been processed
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7SLOTS CASINO
Show up and catch up on my money, I can't wait for another month, they are rubbish as a casino, I'm totally bored of waiting so long for my winnings.
You don't even abide by their famous terms and conditions yourself.
More than 3 business days have elapsed and the payment has not even been processed.
They have me totally frustrated 😡😡😤😤
Edited
Automatic translation:
Public
Public
1 year ago
Translation
It's been a week since I made the request to withdraw my money and to this day THE WITHDRAWAL HAS NOT EVEN BEEN PROCESSED ON THE PAGE OF THE SHIT OF CASINO, I AM ALREADY ENOUGH PIRED BECAUSE I WASTED A LOT OF TIME WAITING FOR THEM AND THEY DON'T GIVE ME ANY ANSWER. BESIDES I HAVE THAT MONEY AND IT'S MY MONEY I DON'T KNOW WHY THEY DON'T WANT TO GIVE IT TO ME IF IT'S NOT MUCH MONEY FOR THEM
Automatic translation:
Public
Public
1 year ago
Dear Dear 7Slots Casino,
Can you please provide an update on the status of the payment? Is it already processed on your side?
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Translation
Dear themarinene,
Because our security department discovered that between March 13 and March 31, you were committing actions that were classified as bonus abuse, it was decided to permanently block your profile.
At this time, the vulnerability you used has been removed, however, I use it for additional benefits and successfully withdraw some funds before the vulnerability was discovered. It is a withdrawal of 50,000 CLP, dated March 31, 2023. With a total deposit of 9,000 CLP. For this reason, neither compensation nor refund is expected.
Soon, access to the website will be closed to you.
Automatic translation:
Public
Public
1 year ago
Translation
Dear 7SLOTS CASINO
I can't believe that they are blaming me for something that I have not done, 😡 all you want is not to give me what belongs to me and I win with good luck.
Now they don't know what to do to not give me MY money, I earned it in a good way, playing "GATES OF OLYMPUS" and "BIG BASS" games.
If you had an error on the page, it is not the fault of the users, but for my part, I did not abuse any bonus, much less take advantage of any vulnerability on your page...
It was just as you say it, I would not have the nerve to continue claiming with just reason what belongs to me 😡😡
Automatic translation:
Public
Public
1 year ago
Dear 7Slots Casino,
Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's bonus terms and conditions, is the casino able to substantiate its decision with relevant evidence?
It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).
Thank you.
Kind regards,
Tomas
Public
Public
1 year ago
Dear themarinene,
I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions, specifically:
"10.2. We have the right to suspend, cancel or revoke payouts or winnings associated with bonus funds if we suspect that the customer is intentionally abusing them."
"27.23.3. Below are some of the most common examples of gameplay that can lead to the confiscation of winnings. The full list of violations is not limited to the examples below.
...
27.23.6. The player postpones game rounds, including free spins or bonus games, or generates game progress to collect the winnings later."
The casino acted correctly and within its terms and conditions.
Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Thank you very much, 7Slots Casino, for providing the information and your cooperation.
Best regards,
Tomas
