The player from Chile won a big prize at Casino 7 slots, but was having trouble getting their identity verified despite providing clear documentation. The casino has not responded to their attempts at communication. We contacted the casino and it informed us that player was finally enabled to request a withdrawal, but he was asked to divide the amount into smaller installments due to the issues with the payment processor. We asked the player about the updates but they stopped responding to our messages, consequently, we rejected the complaint.
7Slots Casino - Player's identity verification is delayed.
Amount: $2,500,000 CLP
7Slots Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Good evening, my name is Mario *** and my username in casiko 7 slopst is abett21. Well, first of all, thank you for your good availability with the users of these platforms, since I have seen your excellent work, on this occasion I am presented with the following problem with 7slots casino I won one of the jackpots and I have been insistently sending my verification documents in all possible and clear ways and which one rejects me the verification and I find that this casino is a scam or that they really do not want Validating my identity to pay the prize is annoying, frustrating and humiliating, their attitude on the part of this 7slopt casino I have tried to contact their technical support and their numbers and there is no response of any kind, on the contrary, they do not accept my email entries Next I send the images of my prize and thanking and hoping if you could help me with this problem that afflicts me, thanking you in advance for your good reception.
abett21 
Edited by a Casino Guru admin
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10 months ago
Translation
Very kind I will be attentive to your comments in advance very grateful for your good disposition atte.
abett21
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10 months ago
Dear Abett21,
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 takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Could you please explain which documents seem to cause issues getting accepted by the casino?
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
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10 months ago
Translation
I sent the last documents yesterday which they keep mentioning to me and they do not tell me which is the document that maintains problems here I send the usual thing that arrives to me 
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10 months ago
Translation
GOOD EVENING I WANT TO NOTIFY YOU THAT CASIO 7 SLOTS ALREADY VERIFIED MY IDENTITY BUT IT HAS NOT INDICATED ME OR DEPOSITED THE MONEY. CAN YOU HELP ME WITH THIS STEP PLEASE IN ADVANCE THANK YOU VERY MUCH
ABETT21 
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10 months ago
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Good morning, sorry for the inconvenience, I thought you would help me, but apparently my issue is not important and I just needed some guidance. Apparently, it's like Ponzi scheme cases, you have to go viral and go to international legal channels to see how I can get an answer. Thank you for having spoken to me at the time, atte.
abett21
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10 months ago
Thank you for your patience, Abett21. We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.
Is your withdrawal request still pending in your account? When exactly did you request the withdrawal of your winnings from the casino?
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10 months ago
Translation
Good evening since there is no communication with the 7 slots casino and I appreciate your answers but my payment no one has made reference to this by the casino you could mention if this casino is a scam and that Bazán is deceitful the question is because I need to do The report demands before the competent authorities to avoid that at least in our country this application is disabled and the corresponding notifications are made to international entities so that they take the matter into their hands as soon as possible attentive to your comments atte.
abett21
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10 months ago
Thank you very much, Abett21, for providing the necessary information. We'll try to contact the casino in order to help you withdraw your winnings. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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10 months ago
Hi Abett21,
I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear 7Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal request? When can they expect it to be processed from your side?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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9 months ago
Translation
GOOD EVENING, MISS NATALIA, I SENT YOU AN INTERNAL MAIL WITH THE BACKGROUND TO CHECK AND YOU CAN HELP ME, THANKING YOU IN ADVANCE FOR YOUR GOOD WILL AND WELCOMING ATTE.
ABETT21
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9 months ago
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Dear Abett21,
You have full access to your earnings, but through the payment system we work with, there is no way to process such a large transaction! We are sorry for this problem.
The only solution is to divide your earnings into transactions of 450,000 CLP and withdraw them one by one. For your peace of mind we can ask Casino Guru management not to close this complaint until all your winnings have been processed.
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9 months ago
Dear 7Slots Casino, thank you for the reply.
Dear Abett21, can you please confirm your account was finally verified? According to the casino, you may now withdraw your funds in installments. Please, let us know when you submit your requests.
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9 months ago
Translation
If you really verify my account but you tell me to withdraw the amount in installments but no one contacted me, then you canceled the withdrawal that I have pending on June 7, 2023 and I request the withdrawals again in deferred installments, I will carry out the operation and send you the details of the advances I appreciate your help and your goodwill atte.
abett21
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9 months ago
Dear Abett21, could you please advise what is the current status of your withdrawal request? Have you already requested to withdraw your funds in installments as it was recommended by the casino?
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9 months ago
Dear Abett21,
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.
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9 months ago
It appears that this issue may have been resolved, but 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.
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