The player from Chile had faced an impasse with the account verification process due to a previously blocked card. The casino had requested a photo of the old card, which the player couldn't provide because it had been lost and replaced. This had led to a delay in processing a withdrawal request made on January 3rd. We had asked the casino to clarify the situation and they confirmed that the player's account had been successfully verified on January 12, 2024. The casino then proceeded to process the player's withdrawal, and all previously requested withdrawals had been successfully completed. The player had confirmed the resolution of the issue and the complaint had been marked as 'resolved'.
7Slots Casino - Player is unable to pass the verification due to a lost card.
Amount: $300,000 CLP
7Slots Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Good afternoon, I'm having problems with account verification. I have already submitted all the required documents more than 5 times, and each time, they are rejected. The reason given is that I need to upload a photo of card number xx. I've explained that this card is blocked because I lost it and I now have a new one. I've sent bank documents and even went to the bank twice to request a certificate stating that the old card is inactive. They insisted that I send a photo of the old card, which is impossible as it was blocked in October. The chat representatives suggested scanning the documents, but this approach has also been rejected multiple times. When asked for a solution, they respond that they can't do anything unless I upload the old card, which is impossible as I got a new card in October. Additionally, I rarely use the new card for this game, as the previous one was verified and I can't reproduce it. Please, I need your help, as dealing with this issue every day is quite stressful.
I requested a funds withdrawal on January 3rd, but I still can't withdraw due to the verification problem.
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11 months ago
Dear franp,
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 and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise if all the other documents except the statement from your bank about the inactive card have been verified?
Have you received any explanation from the casino as to why the statement from your bank was rejected? Please forward any relevant communication between you and customer support regarding this issue to veronika.l@casino.guru.
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,
Veronika
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11 months ago
Dear franp,
Thank you for your feedback.
We truly appreciate your patience.
I am pleased to inform you that your account has been successfully verified on January 12, 2024, at 09:59:48 (UTC).
Your withdrawal request will be processed shortly from our end.
Should you have any questions, please feel free to contact us at your convenience.
Best regards,
7Slots Casino
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11 months ago
Translation
Hello, I just entered and yes, thank you very much.
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11 months ago
Dear 7Slots Casino representative,
thank you for getting in touch with us and confirming that the player's account was successfully verified.
Dear franp,
now that you passed the account verification, should we consider your complaint resolved or do you wish to keep the complaint open until you receive your winnings? Please let me know.
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11 months ago
Translation
Yes, I would like to keep it open until the profits are generated in my account. Thank you so much.
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11 months ago
I am pleased to inform you that one transaction in the amount of 100,000.00 CLP has been successfully processed today at 13:20:44 (UTC).
The remaining payout requests will be processed shortly.
Have a great day.
Best regards,
7Slots Casino
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11 months ago
Dear franp,
I am pleased to inform you that all previously requested withdrawals have been successfully processed from our side. Additionally, I noticed you requested another withdrawal on 2024-01-14. Two payout requests will be processed in the near future.
Thank you for your patience.
Best regards,
7Slots Casino
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11 months ago
Translation
Yes, thank you very much, I close the complaint since everything was resolved.
Thank you so much.
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11 months ago
Dear franp,
I'm glad to hear that your issue has been resolved successfully. 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,
Veronika
Casino.Guru
