The player from Chile struggled to complete the verification process to withdraw winnings, having submitted bank and identity documents approximately 10 times along with over 30 photos, but consistently received feedback about poor quality or visibility. The issue was resolved after the player successfully submitted the required documents, leading to the approval of the withdrawal. The Complaints Team confirmed the resolution and closed the case.
7Slots Casino - Player's verification process is delayed.
Amount: $1,014,000 CLP
7Slots Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
I have tried to complete the verification process with bank and identity documents around 10 times, sending over 30 photos. The response is always the same: the quality is not good, or my face is not fully visible. However, there seems to be no willingness to complete the verification to allow me to withdraw the winnings.
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3 months ago
Dear padkom,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Is the poor quality of photos the only obstacle standing between you and your winnings?
- Could you please advise since when exactly is the verification process ongoing?
- When was the last time you spoke to the casino and what was it about?
- Did you accumulate your winnings with or without an active bonus?
- Could you please share your communication with the casino regarding the verification? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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3 months ago
Translation
The last time we talked was today
The profits were obtained with real money
It's always the quality of the photos
And I'm trying before 6/10 and it's no use (I don't remember the exact date anymore)
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3 months ago
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Today they solved my problem, I thank them.
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3 months ago
Dear padkom, do you need any further assistance, or can we consider this case resolved?
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3 months ago
Translation
I consider it resolved, thank you very much
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3 months ago
Dear padkom,
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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
