7Slots Casino - Player’s account verification has been delayed.

Hello, I've verified more than 5 times by sending photos and everything they ask for, but they tell me it's still in process. Every time I log in, it tells me to complete the verification. They send emails saying it's in process, but it's been more than 7 months now. I have 57,000 CLP and they won't let me withdraw it. I canceled the bonus to be able to withdraw the money because the experience with the casino has been horrible. At Betano, they made instant transfers. Since I can't complete the verification, they won't let me withdraw my money. This seems like a scam at this point. No one should use 7slot; they're scammers.

Dear busquedaimpecable, 

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Have any of your documents been approved by the casino?

When was the last time you communicated with the casino customer support regarding your 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, 

Veronika

The last time I sent the photos they requested was about 4 days ago, it was in the verification process but then I log in and it tells me to complete verification and asks for all the photos again. I sent them in the format that requires the position they request and that would be all.

Have any of your documents been verified yet? Have you received any response from the casino regarding your verification? Please let me know.

No, no response from the casino.

Thank you very much, busquedaimpecable, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear busquedaimpecable, 

Thank you for your feedback!

As we have checked, you haven't contacted us since 2024-06-15. The verification request was sent to you again on 2024-06-16. I want to draw your attention to the fact that online chat is the fastest way to receive assistance.

In order to use all the features of our club, including the withdrawal of funds, you need to go through the standard verification procedure.

To do this, simply reply to this e-mail with the following documents in JPG format:

1) A photo of your Passport (ID*) (it is allowed to hide the serial number except for two characters)

*As for the ID card, you need to provide photos of both sides;

2) A photo of both sides of the bank card you are using, i.e. 533187******6441. The first six and last four digits of the card number must be visible, the CVV2 code must be hidden;

3) Selfie of you holding your documents and the above-mentioned bank card in hands.

4) We need a confirmation that the withdrawal payment methods belong to you. As we can see, you used the BNB BEP20 payment system.

The data listed above is necessary to match the cardholder with the identity card. All photos must be of good quality, and the information must be easily legible without zooming in.

Documents/card photos must be held strictly horizontally (not at an angle).

Please note that for security reasons, personal information can only be sent using the verification page on our website.

Best Regards,

7Slots Casino

Dear busquedaimpecable, 

Could you please confirm, if you been able to submit the documents in the exact form, as casino suggested?

Dear busquedaimpecable,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.