The player from Chile, who had to register a new card because her previous one had been stolen, was asked by the casino to provide banking documents daily. The casino had not accepted these documents yet, and the player was unable to receive her 12,000,000 pesos winnings. Despite our efforts to assist her, the player had failed to respond to our messages and questions. As a result, we were unable to investigate further and had to reject the complaint.
7Slots Casino - Player's struggling to verify her payment method.
Amount: $12,000,000 CLP
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I've been waiting for over a month to be able to register a new card since my old one was stolen. Everyday, they ask for the photos of the banking documents that record the card change 💳. I send them everyday, but they don't accept them (I need them to let me register another card 💳 so they can pay my prize, which is 12,000,000 million pesos it was done on August 29, 2023). I hope they can solve the problem and pay my prize. I think they intentionally delay people in order to avoid having to pay, thus keeping the money 🪙🪙🪙🪙.
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1 year ago
Dear valeria13938,
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 tries to provide documents correctly.
Do I understand correctly that verifying your new card seems to be the only obstacle standing between you and a successful withdrawal? Have you provided any other documents to verify your identity and have they all been approved?
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
Dear valeria13938,
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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1 year ago
Translation
Hello, I have sent the document that the bank gave me many times and they do not receive it so I don't know what to do, could you advise me?
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1 year ago
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So what do I do? I keep sending the bank document.
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1 year ago
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Can I send you the document that the bank gave me so you can see if it works?
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1 year ago
Thank you very much for your reply, valeria13938. 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.
