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
1 year ago
Public
Public
1 year ago
Translation
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.
Automatic translation:
Public
Public
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
Public
Public
1 year ago
Translation
I have already sent all documents 3 times. Last day 03/28/23. You do not inform which document is not readable
Automatic translation:
Public
Public
1 year ago
Translation
They asked to send it again, I already sent it 4 times
Automatic translation:
Public
Public
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.
Public
Public
1 year ago
Translation
Very difficult to receive. They do everything to get you to give up.
Automatic translation:
Public
Public
1 year ago
Translation
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.
Automatic translation:
Public
Public
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.
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
1 year ago
Translation
I sent clear photos let's see now what's the excuse to pay
Automatic translation:
Public
Public
1 year ago
Translation
You're kidding me, they didn't accept it again, it's neglect
Automatic translation:
Public
Public
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.
Public
Public
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 ?
Public
Public
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.
Public
Public
1 year ago
Translation
Good morning. I sent again. But I don't think they want to pay. Because I'm doing everything not to pay
Automatic translation:
Public
Public
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.
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
1 year ago
Translation
Very difficult they do everything for you not to withdraw.
Automatic translation:
Public
Public
1 year ago
7Slots Casino Team, please, could you explain to us, why player's photos keep being rejected?
Public
Public
1 year ago
Translation
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.
Automatic translation:
Public
Public
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 .
Public
Public
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!
Public
Public
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!
Public
Public
1 year ago
Translation
I can't wait until now for anything to pay me. His online chat I can't talk. It is very difficult to receive
Automatic translation:
Public
Public
1 year ago
Translation
Last week successfully verified. And until now they haven't paid me
Automatic translation:
Public
Public
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!
Sensitive attachment
Sensitive attachment
1 year ago
Translation
Today has already given the 5 working days they asked me for.
look since when I'm trying to receiveAutomatic translation:
Public
Public
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.
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
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?
Sensitive attachment
Sensitive attachment
1 year ago
Translation
they are saying they are verifying my account but look at the verified account. They don't want to pay
Automatic translation:
Public
Public
1 year ago
Translation
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.
Automatic translation:
Public
Public
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!
Public
Public
1 year ago
Translation
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.
Automatic translation:
Public
Public
1 year ago
Translation
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
Automatic translation:
I will not accept this that I neglect
Public
Public
1 year ago
Translation
If I had lost this money they would not return it. Just because I won they want to give me back
Automatic translation:
I need to help .
Public
Public
1 year 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.
Public
Public
1 year ago
Translation
absurd that besides not wanting to pay will block me
Automatic translation:
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
1 year ago
Translation
Look at the absurdity. accusing me of diaper
Automatic translation:
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
1 year ago
7Slots Casino Team, please, provide us with a proof of player's violation. Otherwise, we cannot resolve or close this complaint.
Public
Public
1 year ago
Translation
Guru has another way to receive from them?? They are acting in bad faith.
Automatic translation:
Public
Public
1 year 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.
Public
Public
1 year ago
Translation
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.
Automatic translation:
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
1 year ago
Translation
There has to be some way to receive it because I'm feeling aggrieved
Automatic translation:
Public
Public
1 year ago
Translation
This is how they tried to deceive me, saying that I was going to pay the 5000 in 27 installments of 175
Automatic translation:
Public
Public
1 year ago
Translation
They have no basis in their analysis, they simply decided not to pay and that's it.
Automatic translation:
Public
Public
1 year ago
Translation
You are slandering me. Saying that I won dishonestly
Automatic translation:
Public
Public
1 year 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.
Public
Public
1 year 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.
Public
Public
1 year 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.
Public
Public
1 year ago
Translation
No detailed information, they just said that I violated more without any evidence. They just don't want to pay
Automatic translation:
Public
Public
1 year ago
Translation
The violation for them and that I won. They don't actually pay who wins
Automatic translation:
Public
Public
1 year ago
Translation
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
Automatic translation:
Public
Public
1 year ago
Translation
S******** this.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 year ago
Translation
They don't have any evidence because I didn't violate anything.
Automatic translation:
Public
Public
1 year 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
Public
Public
1 year ago
Translation
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
Edited
Automatic translation:
