The player from Chile reported difficulties with 7slots casino, where his withdrawal requests were rejected despite having completed the account verification. He claimed that the casino imposed arbitrary criteria for document approval, preventing him from accessing his winnings. The issue was resolved after the player confirmed that the casino had accepted the necessary documentation, allowing him to proceed with his withdrawal. The Complaints Team marked the case as resolved following this confirmation.
7Slots Casino - Player's withdrawal is delayed by account verification issues.
Resolved
Our verdict
Case closed
Amount: $1,900,000 CLP
7Slots Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Sirs,
Don't play at 7slots, they don't pay out withdrawals.
I've been playing at this casino for a while, but when I won and when I requested a withdrawal, they asked me to verify my account, a process I gladly did. The problem arose when they started rejecting all the documents sent, where they also added arbitrary approval criteria, such as bank account statements with withdrawals made, whereas for bank statements, by regulation, they only require that they be no older than one year, that the full name and account number appear.
They are scammers who do everything possible to prevent you from withdrawing.
Please do not play in this casino, it is a waste of time and money.
Automatic translation:
Public
Public
3 months ago
Important Notice:
Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.
If anything seems suspicious, please contact us directly. Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.
Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.
To better understand your situation and move the process forward, could you please provide the following details:
- Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
- Were you able to submit all required documents promptly and in the correct format?
- Has the casino requested any additional documents recently, and if so, which ones?
- Are there any documents in your account that are currently pending verification?
I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.
Best regards,
Veronika
Public
Public
3 months ago
Translation
Dear ,
As for the requested documents, they asked me for the following:
Selfie or photo of me, holding my ID card.
Photo of both sides of my identity card.
Proof of the last transaction deposited from me to the casino.
And finally, a bank statement, which required that it not be older than one year and that my full name and account number be shown.
Of the documents I sent, they keep rejecting the last one, arguing that the statement should show the last deposit I made. I wrote to my bank, and they sent me a bank statement with only the deposits from that day to this casino, which, just as requested, shows my information, my account, and the payments made.
The bank statement is pending verification.
It's worth noting that I inquired about the reason for rejecting my document, and the customer service representatives asked me to show the last transfer on my statement, or else to send a photo of the card I used to make the payment. As a solution, I sent a photo of my card, and they still rejected it.
I want to understand why they arbitrarily change the conditions. The document they reject as an approval criterion only asks for a full name, account number, and that it's not older than one year. It doesn't mention the last payment.
I also uploaded what they requested, and finally, I would like to make sure that each document I uploaded was in perfect quality.
Greetings.
Edited
Automatic translation:
Public
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3 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kuki24,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Veronika
