The player from Brazil is experiencing difficulties withdrawing his winnings due to ongoing verification. After extensive investigation it was revealed by the casino that the player had breached terms and conditions by usage of a system malfunction. Therefore, the complaint has been rejected.
7Slots Casino - Player’s struggling to complete account verification.
Amount: 5,000 R$
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
Other
REJECTED
Case summary
11 months ago
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1 year ago
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I'm trying to withdraw what I won. but they keep stalling, I have already sent my documents several times for verification and they only return saying that it is not readable.
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1 year ago
Dear rafamm2011,
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 you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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1 year ago
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I have already sent all documents 3 times. Last day 03/28/23. You do not inform which document is not readable
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1 year ago
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They asked to send it again, I already sent it 4 times
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1 year ago
Thank you very much for your reply, rafamm2011. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
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Very difficult to receive. They do everything to get you to give up.
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1 year ago
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Hello.
We check your status.
As we can see, you have not uploaded the photos as per the verification request.
Please consider the following tips:
- The photo must be of good quality, all information, texts and images in the documents must be visible and legible.
- The photo must not be inverted (reflected).
After uploading photos according to these tips, the verification procedure will be completed successfully as soon as possible.
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1 year ago
Hello everyone,
Thank you both for your replies.
rafamm2011, please provide the required documents and inform us about any further developments. Thank you in advance.
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1 year ago
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Good morning . I sent it again and it's not possible that we can't see the documents, let's see now. I'm doing everything not to pay
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1 year ago
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I sent clear photos let's see now what's the excuse to pay
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1 year ago
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You're kidding me, they didn't accept it again, it's neglect
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1 year ago
Thank you very much, rafamm2011, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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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1 year ago
Hello, Rafamm2011, could you, please, send me the last pack documents that you have sent for verification to the casino to my e-mail: pavel.k@casino.guru ?
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1 year ago
Rafamm2011, hello, once more! I would like to ask you to send documents for the verification to the casino one more time. Please, make sure, that all is visible like it is requested by the casino, and face/documents/card are not cropped out from the photo. I hope it will help! If not, we will invite the casino to the discussion one more time and try to work this issue out.
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1 year ago
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Good morning. I sent again. But I don't think they want to pay. Because I'm doing everything not to pay
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1 year ago
I think they just have a maintenance of the website. Please, wait for the response regarding KYC and let me know, if it is accepted.
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1 year ago
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I sent the photos again and they refused again this is very difficult for them to pay. They are doing everything to not pay. I spoke to technical support yesterday, they said they would evaluate the documents again and they didn't accept it again. They are measuring my patience
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1 year ago
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Very difficult they do everything for you not to withdraw.
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1 year ago
7Slots Casino Team, please, could you explain to us, why player's photos keep being rejected?
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1 year ago
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Dear rafamm2011!
In order to successfully verify your account, you will need to provide a good quality photo of yourself with a document. Pay attention to such details:
- Photo text must be clearly legible
- The photograph must not be inverted (mirrored)
- There should be no glare or foreign objects on the document
We recommend that you take your picture with your smartphone's main camera or as close as possible to the lens (webcam if you have a laptop or PC).
Don't worry, your funds are in your account and will be available once you provide the documents for verification.
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1 year ago
7Slots Casino Team, thank you for your response! But is there a way of telling what exactly was wrong with the player's photos? You can also send the explanation to my e-mail: pavel.k@casino.guru .
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1 year ago
Hi Paul!
We have just received complete information and hasten to inform you that the user has successfully passed the verification. Now we have to wait for his transaction request to be processed according to the rules of our service.
The main thing is not to cancel your payment yourself.
We are very glad that we helped you with your question!
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1 year ago
Thank you, 7Slots Casino Team!
Rafamm2011, please, let me know when you will receive your withdrawal. I hope it will arrive as soon as possible!
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1 year ago
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I can't wait until now for anything to pay me. His online chat I can't talk. It is very difficult to receive
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1 year ago
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Last week successfully verified. And until now they haven't paid me
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1 year ago
Rafamm2011, standard timer set by the casino for withdrawal of your size is 5 working days. Given that the withdrawal has been sent to you on last Thursday, 5 working days will elapse on Thursday this week, so I am suggesting to wait until this day. If there will be no progress, we will invite the casino to the discussion one more time. Also, maximum standard timeframe for withdrawals is 14 days, so, it may be required to wait a little longer.
I thank you for your patience and understanding!
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1 year ago
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Today has already given the 5 working days they asked me for.
look since when I'm trying to receiveAutomatic translation:
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1 year ago
Rafamm2011, account check is a standard procedure in almost all of the casinos, it is done to ensure that the player did not breach any terms while playing. Given, that you have recently finished KYC, it is only logical that the casino would check the account for possible violations. I am asking you for your patience and hope that you will receive your money very soon.
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1 year ago
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Good morning . I am very sad about this situation. Every day I call in the online chat. And always the same conversation to wait. I was asked for 48 hours, this has already passed and I called again today and I had no concrete answer so I had to wait
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1 year ago
7Slots Casino Team, are there any problems with the player's account? Is there any way to make the player's withdrawal faster?
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1 year ago
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they are saying they are verifying my account but look at the verified account. They don't want to pay
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1 year ago
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Hello! We detected an abuse of the bonus balance in the Gates of Olympus game, which was possible as a result of exploiting a vulnerability on the site, leading to super profits and abnormally fast wagering of the bonus. For this reason, we have decided to refund your deposit amount and suspend your 7slots subscription.
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1 year ago
7Slots Casino Team, could you, please, explain further, what is the exact abuse and how did player exploited the game? Also, it would be very helpful, if you could provide me with any proof of it. You can do so here, in this thread, or by e-mail: pavel.k@casino.guru.
Thank you!
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1 year ago
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They are doing everything not to pay. I just played and won and now they are talking about abuse. Abuse and what they are doing to me.
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1 year ago
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I didn't do anything wrong, I deposited money and played. I won now comes with this conversation that has some error. If I had lost what I deposited, I would not return it. But as I won, they are making excuses not to pay
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I will not accept this that I neglect
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1 year ago
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If I had lost this money they would not return it. Just because I won they want to give me back
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I need to help .
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12 months ago
Hello, 7Slots Casino Team!
According to your Terms and Conditions: "8.14. Withdrawals of 1500 R$ - 7 499 R$ shall be paid into the customer's account within five days from the moment the request is submitted, excluding weekends and holidays."
Two weeks have passed since the withdrawal has been initiated. Please, note, that if the withdrawal will not be processed in the near future, we will close this complaint as unresolved, and the rating of the casino will be decreased.
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12 months ago
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absurd that besides not wanting to pay will block me
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12 months ago
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I am very sad about this situation. Because I put my money in this casino and now that I won I can't receive it. Injustice that. He comes to say that there was an error on his website and he does not want to pay. If I had lost they would not give me my money back
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12 months ago
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Look at the absurdity. accusing me of diaper
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12 months ago
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Guru I need your help they can't do this to me. Well, I didn't give anything away. I went through all the processors they asked for. Document verification. Wait more than 40 days to approve now they don't pay and they still accuse me
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12 months ago
7Slots Casino Team, please, provide us with a proof of player's violation. Otherwise, we cannot resolve or close this complaint.
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12 months ago
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Guru has another way to receive from them?? They are acting in bad faith.
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12 months ago
Rafamm2011, we are currently trying to contact them using connections we have. I thank you for your patience and hope that the issue will be resolved successfully.
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12 months ago
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We apologize for the inconvenience. In fact, it was not possible to create a withdrawal request for your deposit amount, because the last withdrawal request was frozen. We have canceled the old order for the time being. Now you can successfully withdraw your deposit amount. We appreciate your understanding and apologize for the delay.
As for any evidence of violation of the game rules by the player - successful identification (verification) does not affect the fact that the system has detected an attempt to take advantage of the system vulnerability on the site. Upon detection of these actions, it was decided to return the funds to the player, without the possibility of withdrawing the winnings dishonestly. We cannot provide complete statistics on player actions during gameplay, as this is confidential information that can also be used against our site and to circumvent security.
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12 months ago
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That's a lot of bullshit. I was actually robbed. They don't have any proof. Because I didn't do anything for them to have proof. Now I lost my money I earned. very dirty this
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12 months ago
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Look at this
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12 months ago
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There has to be some way to receive it because I'm feeling aggrieved
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12 months ago
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This is how they tried to deceive me, saying that I was going to pay the 5000 in 27 installments of 175
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12 months ago
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They have no basis in their analysis, they simply decided not to pay and that's it.
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11 months ago
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You are slandering me. Saying that I won dishonestly
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11 months ago
Rafamm2011, we are trying to get any information from them regarding alleged breach of terms, but they have refused to provide it so far. If they will not react until next Tuesday, we will close this complaint as unresolved and it will lower their rating. I would like to do something about this whole situation, but, unless the casino cooperates, it cannot be resolved.
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11 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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11 months ago
For our part, we have provided a detailed response to the user personally, this information can not be made public in this discussion. We are also in personal communication with Pavel and are assisting the investigation.
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11 months ago
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No detailed information, they just said that I violated more without any evidence. They just don't want to pay
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11 months ago
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The violation for them and that I won. They don't actually pay who wins
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11 months ago
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I am very angry about this situation. Because I didn't violate anything, I just deposited money and played. I won now they don't want to pay
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11 months ago
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S******** this.
Edited by a Casino Guru admin
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11 months ago
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They don't have any evidence because I didn't violate anything.
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11 months ago
Hello, rafamm2011. I am sad to say, but the 7Slots casino has provided evidence that is sufficient enough to say that you have made use of a bug using bonus play. So, I must reject your complaint. Casino rules are mostly extensive and hard to understand, but if they are not unfair according to our standards, we cannot consider that casino acted unfair. Therefore, they have the right to confiscate winnings, gained by you as a result of the bonus abuse. I hope for your understanding. If you have not received your deposit refund yet, I urge you to do it. I am sorry I could not be more of help.
Thank you for you your cooperation. Also, if you will run into any other problems with other casinos, do not hesitate to contact our Complaint Resolution Center.
I also would like to thank the casino for their cooperation!
Respectfully,
Pavel K
Casino Guru Team
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11 months ago
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I'm going to pass the case on to my lawyer, let's see this evidence that they didn't show me anything. That's very unfair. It is easy for them to say that I violated. So I just deposited my money and won. How can I have violated the game . The platform is theirs. That's easy. How much player earns he comes with this rape talk. I've seen that there are several complaints about them in several places. Well, they are dishonest. And they don't pay. all blow
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