The player from Chile had faced issues with account verification at an online casino, feeling that the casino had intentionally delayed his payment. Despite having submitted multiple photos for verification, his account had remained unverified. However, the casino later verified his account and processed his withdrawal on the same day. The player had expressed dissatisfaction with the casino's verification process, citing it as a reason for potential customer loss. The main issue had been resolved, but due to lack of confirmation from the player, we had to reject the complaint.
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
6 months ago
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7 months ago
Translation
I find it unbelievable that my credentials still cannot be verified. I have sent a variety of photos at least 6 times but I remain unverified. So, I wonder: are they mocking me? NO other casino behaves like this. The verifications from other casinos have been successful, but this disastrous casino clearly does not want to pay and is looking for excuses not to.
We should launch a class-action lawsuit in Chile for those of us facing the same issue.
Automatic translation:
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7 months ago
Dear juanfcoagaldames,
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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7 months ago
Translation
Good afternoon:
Along with saying hello, I tell you that today they solved the problem I had with the payment. That does not mean that the casino should be more serious in that sense since there are casinos where the payments are fast. Behavior of this type causes them to lose clients.
Beforehand thank you very much.
Atte.,
JFA.
Automatic translation:
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7 months ago
Dear juanfcoagaldames,
Thank you for your patience. Your account has been verified, and the withdrawal has been processed on the same day.
We understand your concerns, but please note that verification is a complex process. It is not automated, and it takes some time to review each document thoroughly.
Once again, we want to express our gratitude for your patience.
Thank you for choosing 7 Slots Casino!
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7 months ago
Thank you, juanfcoagaldames, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you.
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