The player from Chile had struggled with the document verification process, which had impacted a pending withdrawal of 150,000. Despite multiple attempts, she had been unable to verify her account. The player had managed to successfully verify her account. Consequently, the issue was resolved and the complaint was closed.
7Slots Casino - Player is struggling with document verification.
Amount: $150,000 CLP
7Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I would like to know how I can solve the verification of documents. I have sent the documents for verification over 7 times in different manners, angles, covered, not covered and I still cannot verify my account. I need help, I have a pending deposit of 150,000 that I cannot process for this very reason. I'm unable to upload more than one photo in the options. How could I upload both sides of my documents? I edited one image to attach two photos so you could see both my identity and my card, but I'm still unable to verify.
I look forward to a prompt response, thank you very much.
Automatic translation:
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1 year ago
Dear Marzue,
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 casinos take 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?
- Could you please advise how many days ago you requested a withdrawal and started the account verification?
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
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1 year ago
Translation
Hello. Dear, I requested the withdrawal on 11-3-2023, after this the 3 business days expire, I sent an email inquiring about the deposit and they responded indicating that deposits are not made if the account is not verified (my mistake) I start with the account verification the day after the email response I sent everything was rejected I read the instructions where it showed how to send the documents on the page it says that we can cover certain parts of the documentation for security, I sent them that way form was rejected again, I changed the format, it was rejected again, searching I found that in reality the entire document has to be output without covering anything, I sent it again and it was rejected again the page or response only says that I have to upload the documents again but it does not specify Which document is the one with which they have verification problems? I have photos of my identification on both sides from all angles and of my bank card as well, but I continue to be rejected. Only yesterday I sent the documentation on 2 occasions and on both occasions They rejected it, I have been doing this process for 5 attempts, (I am in the process of sending the documentation again now) I need a solution, thank you
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1 year ago
Translation
Dear, my account could finally be verified, thank you for your response and attention, you can close the case, thank you.
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1 year ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Marzue, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
