7Slots Casino - Player’s withdrawal is delayed.

Hello good day, can you help me about my withdrawal request I created the transaction on july26,2023 but still now the funds not yet transferred to my account thank I hope you can assist me about this.

Dear reycanete2893,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

Okay I see, can you help regarding my verification in KYC? No this is my first time to withdraw, I hope you can help me to passed the KYC verification I already send the requirements needed but still not be able.thank you

this is the reply can I send you my IDs and other requirements ?

Thank you very much for your reply, reycanete2893. Please note that this is a third-party mediator platform. We do not collect any documents from players as we do not need to verify their identities.

Do I understand correctly that you submitted your documents to the casino but your account has not been verified yet? 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?

Yea I submitted all the documents needed and it’s all clear and good Quality pictures but still this is the reply.

Not all the documents you provided were of good quality. In order to successfully pass the verification procedure, please note that the photos must meet the following parameters:

all photos must be of good quality;

the information should be easy to read without zooming in

the documents/cards in the photo must be strictly horizontal (not at an angle).

You need to re-upload the photos in the "Account Verification" section, which you can access from your club profile, or by clicking the button below in this notification.

I hope you can help me about this problem thank you

Thank you very much for your reply, reycanete2893. 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.

Hello good day this is always the reply even I send all the documents needed

Not all the documents you provided were of good quality. In order to successfully pass the verification procedure, please note that the photos must meet the following parameters:

all photos must be of good quality;

the information should be easy to read without zooming in

the documents/cards in the photo must be strictly horizontal (not at an angle).

You need to re-upload the photos in the "Account Verification" section, which you can access from your club profile, or by clicking the button below in this notification.

Have a good day!

Thank you very much, reycanete2893, for your cooperation. 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.  

Hi reycanete2893,

I've reviewed your case and am sorry that you came across such a problem with the verification of your account. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear 7Slots Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please specify what documents the player has sent for the verification do not meet your requirements?

I hope that you can assist in this matter. If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

good day,

I already send the pictures of my ID then next I try my passport and May bank account still the replies always said not all the documents you provided were of good Quality. I already secure and double check the photos I attached before I send it it is already clear and good quality all the details are visible but then still the verification is declined 😞

looking forward to hearing from you .

i hope you can help me about this issue.

I filed my withdrawal on July 26 but still now not yet transferred on my bank account because of the said verification.

looking forward to hearing from you.

Thank you for more details, reycanete2893. We are still waiting for a reply from the casino.

Hi reycanete2893,

Your verification request has been successfully processed and your winnings will be processed and transferred to your card shortly. 

We are always happy to help you and answer any questions you may have.

Thank you I am already verified on my account, i am now waiting to my fund transfer to my bank account, now I can play again with no hesitation.

What did just happen? Again my account need to be verified again?

here’s the reply

In order to use all the features of our gambling club, you need to go through a standard verification procedure. To do so, simply upload your documents on the website in the "Profile", using the "Verify" button.

Have a nice day!

Dear reycanete2893, after the casino replied, you saw your account was marked as verified and, as I understand correctly, after a few hours you were again asked to verify your account? Can you please attach the screenshots?

Can you check the status of your withdrawal request, is it still pending?

It is now on process

Thank you for assisting me.

Dear reycanete2893, have there been any updates about the status of your withdrawal request?

It’s still on process, the funds is not yet transferred to my account.

Why still the funds not yet transferred to my Account?

I hope you can fix this thank you in advance

Thank you so much the funds already deposited to my account till next time thank you

Dear reycanete2893,

As I understood correctly, your issue has been resolved successfully since you received your winnings. 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,

Natalia

Casino.Guru