7Slots Casino - Player's account verification is delayed.

I've been trying to withdraw my funds for over a week now, but I've been unable to do so as they are requesting a verification of my identity. I've sent all of my documents, and I continue to receive a message stating that the documentation is unclear. I consulted with online support, and they advised me to resend my bank card details. I even went to the bank to get another card to ensure it was more legible. After resending as required, they again sent a message that the documents do not comply with the verification process. I need a resolution so I can make the withdrawal. It's not a large amount, but I do not wish to play at this casino again.

Dear daysiarllet,

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 list 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?

Would you be able to send me the documents you submitted to the casino recently? My email is tomas@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,

Tomas

Good evening, I sent the documentation to the email, but at the casino I have sent all the documentation exactly as they requested, but it has already been more than 10 times.

I had to change the card details because I went to take it out again at the bank, I changed everything in my casino profile, last night I sent the documentation again and the email arrived again that the documentation had not been verified

Dear, I will tell you again about that card that you mentioned to me with that correlative, I no longer have it because when it looked blurry I went to the bank and changed it but it is the same Chilean rut account card from the state bank, I went to the bank to get it again but no has the same correlative. Today I went to the bank to request what you asked for and they did not give it to me, they only give a detail of the balance that one has and where the product appears with my information, but they cannot give a document where it says the card number. When I did the verification, I sent the card with the reprint and I also sent the document that they reprinted for me, so I don't understand why they don't verify if everything is correct.

Dear daysiarllet,

Were you able to submit a bank statement to the casino containing the required information? Was it accepted?

Good day, if I sent about three bank documents and both claiming and explaining that the card was the same, they had only changed the correlative, they accepted, proceeding to verify my account and be able to make the withdrawal.

Dear daysiarllet, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning, if the withdrawal was carried out correctly, thank you for your management. Have a good day.

Dear daysiarllet,

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 and 7Slots Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru