7Slots Casino - Player's withdrawal was delayed for over four months.

I am trying to withdraw my money, it has been more than 4 months. The platform says it checks the account, but it is irresponsible to customers that it takes more than 4 months to check an account. This platform, which I have used for years, is doing this to me even though I am a loyal customer. This is very disrespectful, do not trust it...

Hello,

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?
• Did you accumulate 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Good afternoon,

At the moment I see that you have submitted a withdrawal request on 06/26. You are violating the rules of the site, you know and we wrote about this on the site that players from Brazil have long been prohibited from playing in casinos, since the laws of your country have changed. This is point 4.5 in the rules of our site, also during the period of changes in the law there were notifications on the site.

Yes, I've cashed out before and I've been playing on the platform for over a year, my account has been verified with my documents for over a year too, they invented this new verification.

I all win without the bonus.

I've been playing for over a year, depositing directly on the platform and I've always spoken normally to support and they've never told me not to play, I haven't violated any rules, you let me deposit but don't let me withdraw? You looked at the request from June 26, but look how many times before that I canceled due to the delay, I've been waiting since month 3

good morning, what's up? the last time i was successful in withdrawing on the platform was on 01/04/2025, then they wouldn't let me withdraw anymore, i have all my money stuck there, i need the money

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Dear Vitorguterres,

I've reviewed your case and understand the situation. I'm taking over your complaint.

Dear 7Slots Casino team,

I have some questions for you. When did the casino stop accepting players from Brazil, how were the players informed, and how was further play prevented?

Good afternoon!

Registration of new players from Brazil was stopped in January 2025. There were push notifications on the site, as well as changes in the rules of the site, which are freely available to any player.

Thank you for your reply. How many deposits has the player made after Brazil became a restricted country, and why wasn't his account blocked?

Good afternoon, what's up? as 7slot takes a long time to reply, I logged into my account and calculated all the deposits I've made from January to today, it was a total of 51 deposits, no warning message or anything like that, I've had 4500 pending since month 4 (April) and they haven't solved anything, they say they're checking but my account is already verified.

Good afternoon,

Blocking occurs manually, it is impossible to do it automatically. Moreover, the user indicates only deposits that amounted to 19,740R$ from January 1 to the present day. But at the same time, before the last withdrawal of funds in April, which is the subject of this dispute, the user successfully withdrew 47,333.21R$ from January 1 to the present day.

I know for sure that users were shown a push on the site, this only concerned users from Brazil. Also, since January, changes were made to the rules of the site. Since we had many players from Brazil, they all knew that the laws in Brazil had changed, there were a lot of requests in the winter from players who wanted to withdraw their current balance to the card and close the account.

However, there were also players who ignored the changes. But we did not close the payment methods so as not to let our players down and they could withdraw funds, since we had a lot of loyal users from the moment the site was opened. All changes were publicly available, so I consider this complaint irrelevant.

that same withdrawal in April, I deposited over 1000 reais, just because I withdrew more on the platform than I deposited, I can't withdraw my money? I deposited and I won, do you think that's fair to the customer?

Good afternoon,

I just made it clearer for Casino Guru so that it would look like it really is. After all, in your complaint you indicated that you made deposits but could not withdraw money, to which I pointed out that before the situation in April, withdrawals and deposits worked equally fairly. That's all, this is just information for a specialist.

if you read it all again you'll see that I said I'd cash it out before, I haven't been able to cash it out since month 4, are you going to let me cash it out or not?

Hi all,

Thank you for your replies.

Dear 7Slots Casino team,

I'm not sure how it can be impossible to block all players from Brazil from making deposits and only let them withdraw the rest of their funds. The casino can make whatever settings necessary to the registered accounts. Could you please show us the warning the players received? This, however, will not change the fact that you let the players make deposits after this change. What happened to the funds of the players that were deposited and lost? Were they refunded?

Good afternoon,

As I have already mentioned before, users had the opportunity to both deposit funds and make withdrawals. This was not a one-sided restriction. At the moment, we are manually checking all profiles of players from Brazil. Also, registration for new users from Brazil was closed back in January.

Unfortunately, I no longer have information about the notification and its content, such information is not stored for so long. Yes, you are right, we could have completely closed access for players from Brazil unilaterally, but we only temporarily closed it for new registrations, indicated changes to the site rules and users were notified. This action was taken so that our players would not lose their money due to drastic changes in the country's legislation. But these are temporary measures, in any case. Also, any Brazilian interested in gambling is aware of the changes in the law. This was no secret to anyone.

I've been waiting almost 4 months for them to pay my withdrawal, I've been a loyal customer for a long time, isn't it much easier to pay my withdrawal and I'll never enter this platform again? They'd rather rob me than pay me honestly

Dear 7Slots Casino team,

The players would not lose their money if you simply blocked their accounts from further play and deposits, and just urged them to withdraw their funds. As mentioned above, since you let the player from a restricted country make further deposits and play, you should honor their winnings. Please let us know what your final position is, and we will close the complaint accordingly.

Good afternoon. No user from Brazil can visit our site. And this is not an innovation, this rule has been in effect for a long time. Especially for this, I turned on the Brazilian VPN and did a check on different devices. The site simply does not let players in, which proves that even despite the ban on visiting, this player used VPN and thus bypassed the rules.

I also show you the rule section that contains a list of prohibited countries.

i didn't violate any of the rules, you let me deposit but you don't want to let me withdraw, that's theft to me.

you are stealing from a loyal customer of years, I did not receive any notification that Brazil was excluded from the platform, if you can prove that I received it, other than that it remains a theft.

I'm very sorry, but you couldn't have been unaware of the changes in the law of your country. Moreover, it is impossible to visit the site from Brazil unless you use a VPN. Moreover, you deposited money in April and successfully withdrew it in April.

I deposited brl in April and the April withdrawal was not made, as you can see for yourself.

It's very easy for you to say that I've violated a rule and let me deposit, but stop my withdrawal. That's theft to me.

You think you're right to block my withdrawal, so why didn't you block my deposit too?

Hi all,

Thank you for your replies.

Dear 7Slots Casino team,

We could have started the discussion with the information that Brazilian IPs are blocked.

Dear Vitorguterres,

Did you use a VPN service after the block occurred and made those deposits?

I used the vps once to withdraw my money that had been stuck there since April, before that I never used it, I had withdrawn it in April, I realized that it was taking a long time to withdraw and I went in and withdrew it again, and I posted this complaint.

I never used vps to play but to complain about my winnings that they wouldn't let me withdraw.

You've mentioned that you made 51 deposits since January. Were you using a VPN service to make all those deposits and play? If not, how did you access the website since Brazilian IPs were supposed to be blocked?

i never used vps to deposit those 51 deposits, i only used it to complain about my delayed request because i couldn't get in anymore, before that i never needed Vps, only after april i couldn't get in, before that i always got in normally.

this complaint i made is about my withdrawal that has been delayed for 4 months, when i realized that there was something wrong with my withdrawal, i went to log in again and i couldn't and i really looked for another way to log in to the site to complain about my request, do you think it's fair that i deposit and win and withdraw normally as i always did and it takes time and when i try to log in and i can't?

I only used it to complain about my rights with my delayed withdrawal.

of all our time talking about this here and 7SLOT decides to say this only now is because they have no more arguments about it, they have no reason to leave my money locked up, I am a family man with children and I need my money, I have always considered this casino great, they are just showing me what they are, fake and thieves, if I had lost my 1000 reais, I bet you they would not give me my refund since they say it was forbidden for Brazilians to play, am I right?

Dear 7Slots Casino team,

Let me ask you some questions:

1. When exactly did Brazil become restricted?
2. When was the IP block applied to Brazilian IPs?
3. How many deposits were made by the player since the block?
4. When were the disputed winnings made on the account?
5. And lastly, which IP addresses were used to make those deposits?

Good morning, what's up? What are you going to do about it? I need the money. I haven't done anything wrong

if you can be honest and pay my withdrawal, if I'd lost it you wouldn't return my deposit, it's so simple to sort it out, just pay it.

Good afternoon. I have forwarded these questions to the responsible persons and will return to you with an answer shortly. However, I have already said more than once that the law banning casinos in Brazil appeared last year in December and we began preparations, access is prohibited from January 2025. However, back in December we made changes to the site rules, when the user says that he did not violate anything, but knows about the ban - this statement contradicts itself. The user could not only make deposits, but also withdraw funds, above I indicated the amounts that were deposited and withdrawn for the period from January to May.

good morning, what's up? i went into my 7slots account to check on the progress of my money, the account is banned, i'd like to know if they're going to pay my 4,500 i had there or at least return my deposit.

Hi all,

Thank you for your replies. Let's wait for the answers to our questions.

Unfortunately they've already replied, I logged into the account and was banned, I asked in the chat and they said they'd taken all my money and they even said I'd created the account when it was already banned, and I'd been playing well before too

Good afternoon. I suggest we wait for Peter to return from vacation.

Good morning, what's up? Can't we sort it out? I need that money. If you're not going to pay what I won, can you please return my deposit?

Good morning, what's up? Can we work something out? I need the money...

Hello Vitorguterres,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello everyone,

I returned from my vacation.

Dear 7Slots Casino team,

Could you please answer all the questions above?

Good afternoon, give me 1 hour, please

1. When exactly did Brazil become restricted? - December 2024 (At the same time as the law changed in Brazil)
2. When was the IP block applied to Brazilian IPs? - January 2025
3. How many deposits were made by the player since the block? - After the blocking of Brazilian users, this user made 87 deposits totaling 32,360 BRL (of which 1,080 BRL were after the last successful withdrawal), as well as 29 successful withdrawals amounting to 70,523.8 BRL. I am also attaching a screenshot that clearly shows how many successful deposits were made after the last successful withdrawal.
4. When were the disputed winnings made on the account? - 26.06.2025
5. And lastly, which IP addresses were used to make those deposits? - Turkey IP (Last try to login was 05/08/2025

The site cannot be accessed from Brazil, and the login attempt IP confirms this — otherwise, the user from Brazil would not be using a VPN, which slows down the site’s performance. The rules on the site were changed long ago, and all casinos stopped operating with Brazil, yet this user is pretending that they neither violated anything nor were aware of it. However, this is an outright lie. We had tens of thousands of players from Brazil who successfully withdrew their money in December and January and then stopped trying to access the site, which clearly shows that users had been notified.

good evening, what's up, I only used a proxy last time as I said, if you could send it the way you said, with the address of the proxy proving that I was? Because I only saw withdrawal numbers and not the proxy, I really need my money, either return my deposit or pay what I won.

Good morning, what's up? Any news?

Hi all,

sorry for the delay and thank you for your replies.

Dear 7Slots Casino team,

You stated that the deposits were made using Turkish IPs. Can you provide evidence that supports this claim?

Good afternoon. Of course I can! Moreover, visits from Romania were also found. As you can see, the site was visited from Turkey 45 times from January 1, 2025 to August 5, 2025. This clearly does not look like a couple of visits from Romania. Although the use of VPN is prohibited in any case.

Good morning, what's up? And as you can see, I've logged in using the ip from Brazil normally too, and recently.

Hi all,

Thank you for your replies.

Dear Vitor,

If you used a VPN service to avoid the IP block in the casino, I'm afraid there's not much we can do to help you.

good evening, what's up? i've used VPN since my last withdrawal in april until today, as far as you can see the dates are from month 6 to month 8, my withdrawal is from month 4 (april)

Dear 7Slots Casino team,

Can you prove that the player has been using the Turkish VPN before the withdrawal request in April?

this situation can be solved very simply, just pay the withdrawal and I will never return to this platform, we have been extending this for a long time, my withdrawal since month 4 (april) until today waiting. this is very disrespectful to the customer, even if I used VPN after the withdrawal?

I just want what's mine, what I earned, if the platform is right they should pay me and end this.

Good afternoon,

I can see only last time per period, but not the first

Dear 7Slots Casino team,

The player mentioned the use of the VPN after they weren't able to withdraw their funds. If you can't provide us with clear evidence showing that the player used a VPN service to make the deposits, I'm afraid we will have to insist on paying the winnings.

Hello. This is one of examples. Look at deposit date and location that day

good morning, what's up? sorry to correct you, but after April 1st, if I'm not mistaken, I withdrew my money and it didn't go through, I tried to withdraw via other options, such as crypto, and to withdraw I was asked to deposit the minimum.

if you check there it was via binance and not pix, the rest of the deposits were all via pix.

I see no reason why they shouldn't pay me, I need my money.

Unfortunately it's my children who suffer. I need things and the platform has my 4,500 reais, I don't think that's fair.

Hi Vitor,

Do I understand correctly that the casino asked you to make a deposit? Did they ask you in a chat? Do you have a record of this conversation?

good morning, what's up? they didn't ask you to make another deposit, but on the site if you withdraw via another payment method, you need to make a deposit via the same method as before, as I hadn't been able to withdraw for a while I went to make this new attempt, but when I deposited via binance pay I discovered that withdrawing via the same method wasn't enabled.

Hi Vitor,

How many such deposits did you make?

Good morning, what's up? Just that deposit of 20

Thank you Vitor.

Dear 7Slots Casino team,

Based on what we know so far, the VPN was used solely in connection with verifying a new payment method for that one deposit, not as an attempt to deliberately bypass country restrictions or gain any unfair advantage, unless you can prove otherwise. It is important to note that in situations like this, intent matters. It is natural to try everything to get your money out of the casino account once your access gets blocked. Since there is no proof that the player’s use of a VPN was aimed at violating the casino’s terms, make deposits and play, I'm afraid we will have to insist on paying the winnings. The player’s actions appear consistent with a genuine attempt to access their funds, not to exploit the system.

Good evening, what's up? My account has already been blocked and they've withdrawn all my winnings, unfortunately I don't think they want to pay out

Good afternoon,

We have confirmation that the player, during the periods of VPN usage, not only attempted to withdraw funds but also actively engaged in playing. Furthermore, during one of the site visits, the user was solely playing, which contradicts the statement that they were simply trying to access their funds. TR - Turkey, BR - Brazil.

Best regards,

7Slots Casino

Good morning, how are you? If you notice, every time I went to the chat, they were all attempts to withdraw my money, every day I went in to send a message in the chat, you must have all my chats saved too.

My withdrawal stopped falling in month 4 (April) after that everything was an attempt to withdraw my money, you don't know how desperate it is to be stuck with money from month 4 until now, there was even a day when I thought about resetting the entire balance and never coming back, none of the times I played was for fun but for withdrawal attempts, I sent messages to support almost every holy day from month 4 until the day they blocked my account.

there's the time I was logged into the account next door, I didn't spend 20 minutes on the account.

Good afternoon,

As has been mentioned several times in this chat, all players from Brazil were duly informed that we would no longer be accepting players from Brazil. The website’s terms and conditions were also updated accordingly, and it is reasonable to assume that any Brazilian player engaged in gambling activities was aware of the recent changes in the country’s legislation.

Therefore, I must emphasize that in this particular case the player continued to play deliberately, and it can be considered that our rules were violated. Moreover, the player himself stated in this chat that he was aware of the changes, yet chose to continue playing.

Good evening, what's up? At no point did support say I couldn't play or deposit, the problem they said my account was having was that it was being verified.

I'll look it up, I think I have prints of it.

Good afternoon,

We would like to clarify that your account was successfully verified in March. Consequently, it would not have been possible for our Support Team to inform you that the account remained under review status. Furthermore, we note that several successful withdrawals were processed after the aforementioned verification date.

Good morning, how are you? You said they checked in March, but I have this email that I sent in July and they hadn't checked it.

you're contradicting yourself.

I am providing the information I see in the system. It's possible that additional verification was initiated because you made a deposit using a different payment method than you previously used.

Good afternoon, what's up? Wrong, they were already saying it was being verified before I deposited the 20 reais, long before that I had several other emails asking about verification. They always replied the same thing, that they were checking and would release the withdrawal.

Hi all,

Thank you for your replies.

Dear 7Slots Casino team,

You stated that the player passed verification in March, but Brazil was already a restricted country then. How is this possible?

Good afternoon,

That is correct. The document verification process was system-initiated, and upon review, the documents were successfully confirmed. This action was an automated, system-driven procedure, not an error attributable to any employee. Crucially, the user was able to proceed with successful withdrawals without any issues following this verification in March.

Good afternoon, what's up? all the chat messages I sent said they were checking my account, I've sent you the screenshot and the screenshots of the emails I sent too.

I have already explained why this occurred. When a support manager informs you that your account is under review, they do not have access to the specific details of that verification process. However, I am able to review and provide more detailed information.

Good afternoon, as I haven't broken any rules, could I pay my withdrawal?

Hi all,

Thank you for your replies.

Dear 7Slots Casino team,

After discussing the case with the team, we concluded the following: Due to insufficient evidence to determine the exact circumstances, we recommend confiscating the player's June winnings, as they used a VPN to deposit and play games. However, the casino should pay the April winnings as requested since we haven't received any record of IP usage or evidence of a Brazil IP/country block during the discussed period. If the winnings are not paid, the complaint will be closed as unresolved, which may negatively affect the casino's safety index.

Good morning, what's up? On those days you mentioned, I canceled the withdrawal and put it back for another try, just like several other times. If you unblock my account I can send you the screenshots and prove it. You blocked my account just for that, so I couldn't prove it. There's nothing in your photos.

Dear 7Slots Casino team,

The whole complaint is about failed withdrawals from April. If the winnings were made in June, what was the player trying to withdraw? Please provide us with the player's full game history and transaction history.

Good afternoon,

In April, the user successfully withdrew 5,000 BRL and then attempted another withdrawal of 1,660 BRL on April 6. However, according to our system records, this withdrawal request was cancelled by the user. If the transaction had been declined by us, it would have appeared under a different status. Despite this, the user is now claiming 4,500 BRL.

The screenshots clearly show that the user attempted to withdraw 1,660 BRL (approximately 304 USD) and later cancelled the request. After that, the user continued playing and incurred losses totaling 220.36 USD. The difference between the cancelled withdrawal amount and the losses is 84.47 USD, equivalent to around 460 BRL. Subsequently, the user achieved winnings totaling 720.29 BRL (approximately 3,922 BRL in total winnings). Therefore, before the June winnings, the user’s remaining balance was 578 BRL.

It is also evident from the screenshots that during this period, both winnings and losses occurred while using a VPN. We believe we have already provided sufficient evidence showing that the user knowingly violated the site’s rules and misled both your team and ours.

Continuation of the previous message

Good afternoon, how are you? I deposited 1060 in April and made 1600, I tried to withdraw and I actually canceled it, but after a long time waiting, I went to play to see if I could withdraw faster and I won more, can you send the withdrawal and cancellation dates? You'll see that it was a month after the withdrawal attempt. I only played because my balance was stuck and I couldn't withdraw, I made countless attempts to withdraw, if you look at your printouts they all have (Chat) next to them, I sent a message to support every day I waited, everyone answered the same message, that my account was being verified. Unlock my account and I'll prove it with the right dates and everything. And your screenshots are from the month (06) only the first one from the month (04) on the day I withdrew.

Any news?

Hi all,

Thank you for your replies.

Dear Vitor,

You didn't mention that you cancelled your withdrawal yourself and kept playing with an active VPN. You stated that you only used the VPN to withdraw your funds. If this is the case, I'm afraid we won't be able to help you.

Good evening, what's up? I canceled the withdrawal after a month of waiting and I didn't have a VPN active, I used a VPN after that, when I canceled and played I could still enter through the Brazilian ip, as you can see in the image of 7slots

Good afternoon,

The issue is that you cancelled your withdrawal and continued playing using a VPN. You attempted to withdraw money again in June using a VPN. However, unlike in June, where your withdrawal request was cancelled by the system, in April you cancelled it yourself. You played using a VPN then.

If you read all my requests, I said that I canceled the withdrawal and played hoping that it would change, because I requested the withdrawal on April 6 and it was June 26 and it hadn't fallen, almost 3 months. That's when I spent my entire balance.

And that day I didn't use VPN.

Hello all,

Thank you for your replies.

Dear Vitor,

After carefully reviewing the details and the evidence provided by both you and the casino, we must unfortunately reject your complaint. While it appears that you initially used a VPN to access your account after encountering a regional restriction, our review shows that you did not limit this action solely to withdrawing your funds. Instead, you continued to use the VPN to access and play games, effectively bypassing the casino’s IP-based restrictions. By continuing to play under these circumstances, your account activity fell outside the casino’s fair play and jurisdiction rules. Given these findings, we cannot support your complaint. The casino’s decision to withhold or void the winnings due to the VPN use appears justified according to their terms.

We understand this outcome may be disappointing, but we must remain fair in applying our policies across all cases.

Thank you for your understanding.

Kind regards,

Peter