7Slots Casino - 決済が遅延しているとのクレームがあります。

I have tried to make a withdrawal, for which 7slots has asked me to verify my account by sending photos of my driver's license, credit card and then a selfie with both documents in hand. I have sent them and they are rejected for poor quality. I have verified the submitted documents and they have adequate readability. They can be smoothly reviewed and read smoothly.

He tratado de realizar un retiro, para lo cual el 7slots me ha pedido verificar mi cuenta enviando fotos de mi carnet de conducir, tarjeta de crédito y luego una selfie con ambos documentos en la mano. Los he enviado y me los rechazan por mala calidad. He verificado los documentos enviados y tienen una legibilidad adecuada. Se pueden revisar sin problemas y leer sin problemas.

Dear hola1,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

It is that I sent the data for the verification that they request to complete the withdrawal process and they told me by mail that "The quality of any of the documents was not good." However, I reviewed each submitted file and they were perfectly readable, which makes me fear that I won't get anything out of it by repeating the process.

Es que envié los datos para la verificación que solicitan para completar el proceso de retiro y me indicaron por correo que "La calidad de alguno de los documentos no era buena". Sin embargo revisé cada archivo enviado y eran perfectamente legibles, lo que me hace temer que no saque nada repitiendo el proceso.

I have sent photos again... all legible, with good quality and respecting the instructions they indicate and they continue to reject them. It's like they don't want to verify the account. The email they send with the rejection does not even indicate which photo they have problems with and they ask to upload them all again.

He vuelto ha enviar fotos.. todas legibles, con buena calidad y respetando las instrucciones que indican y siguen rechazándolas. Es como si no quisieran verificar la cuenta. El correo que envían con el rechazo ni siquiera indica cual es la foto con la que tienen problemas y piden subirlas todas nuevamente.

Thank you very much for your reply, hola1. 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.

My documents have been rejected for the fourth time. The email they send each time they reject is the following:

It simply says that the quality was not good and that you must comply:

All photos submitted must be of good quality.

The information must be clear and legible.

The documents or cards shown in the photo must be in a horizontal position, not tilted.

I also asked the casino support for help with the issue and they basically gave me the same instructions:

After that I waited and they rejected me again with the same email they send every time.

Hola.

Me han rechazado los documentos por cuarta vez. El correo que envían cada vez que rechazan es el siguiente:

Simplemente dice que la calidad no era buena y que debe cumplir:

Todas las fotos enviadas deben ser de buena calidad.

La información debe ser clara y legible.

Los documentos o las tarjetas que se muestran en la foto deben estar en posición horizontal, no inclinados.

También pedí apoyo en el soporte del casino con el tema y básicamente me dieron las mismas indicaciones:

Luego de eso esperé y me volvieron a rechazar con el mismo correo que envían todas las veces.

Thank you very much, hola1, 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.  

Thanks for the support. For my part, I have tried to send the documents they request a couple more times, but they continue to reject them without further clarification than the ones mentioned above. I hope you can help me please.

Muchas gracias por el apoyo. Por mi parte he intentado enviar los documentos que solicitan un par de veces más, pero siguen rechazándolos sin mayores aclaraciones que las antes mencionadas. Espero me puedan ayudar por favor.

Hi hola1,

I've reviewed your case and am sorry that you came across such a problem. 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 ask you to join this conversation and share more information regarding the case. Can you please provide any reasons why the player's documents have been rejected by you? Could you specify what exactly are the problems with them?

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

Looking forward to hearing from you!

Best regards,

Natalia

Dear hello1 ,

You must submit a photo of the back of your document for verification.

Please note that the photo must be of good quality.

Estimado hola1,

Debe enviar una foto del reverso de su documento para su verificación.

Tenga en cuenta que la foto debe ser de buena calidad.

Good morning. The only document requested by both parties is the credit card.

And I have uploaded it like this. I think that perhaps what happens is that my credit card only has the data on one side and on the other side it is simply gray with the logo of the issuer, but without data.

I will try again, I will send the same data to natalia.b@casino.guru so that he can give me some guidance if I am doing something wrong.

Buenos días. El único documento que piden por ambos lados es la tarjeta de crédito.

Y ese lo he subido así. Pienso que quizás lo que ocurre es que mi tarjeta de crédito tiene los datos sólo por un lado y por el otro lado es simplemente gris con el logo del emisor, pero sin datos.

Volveré a intentarlo nuevamente, enviaré los mismos datos a natalia.b@casino.guru como para poderme dar alguna guía si es que estoy haciendo algo mal.

At last I managed to do the verification!

Now I will wait for the money I requested to withdraw (the $700,000 clp) to be deposited in the end and I will notify you when that happens.

Considering that 16 days have passed (so far) and that the verification has already been done, I suppose it should happen later.

¡Al fin se logro hacer la verificación!

Ahora esperaré que al final se deposite el dinero que solicité retirar (los $700.000 clp) y avisaré cuando eso suceda.

Considerando que ya han pasado 16 días (hasta ahora) y que ya se hizo la verificación supongo que debería ocurrir luego.

Dear 7Slots Casino, thank you for the reply.

Dear hola1, I'm glad to hear that your account was finally verified and the withdrawal request can be now processed. But you're right, it can take some time based on our experience. Please, keep us informed about the status of your withdrawal request.

I'll set a timer for you for 7 days so far and hope that this timeframe will be enough.

Best regards,

Natalia

Good morning.

I just received an email from 7slots informing me that to make withdrawals for more than clp$50,000 I must make multiple withdrawals for that amount: "For a successful withdrawal, you have to create multiple requests of up to 50,000 Chilean pesos each." So I will have to make 14 withdrawals to achieve the withdrawal I wanted.

🤦🏻‍♂️

The system is just as bad, this could restrict the withdrawal form so as not to have to wait all this time just to have to do it again. I will make the requests that indicate the multiple withdrawals. I'll let you know how it goes with that...

Buenos días.

Me acaba de llegar un correo de 7slots informándome que para hacer retiros por más de clp$50.000 debo hacer múltiples retiros por ese monto: "Para un retiro con exito, tiene que crear múltiples solicitudes de hasta 50 000 pesos chilenos cada una." Por lo que tendré que hacer 14 retiros para lograr el retiro que deseaba.

🤦🏻‍♂️

Igual malo el sistema, esto lo podría restringir el formulario de retiro para no tener que dejar pasar todo este tiempo esperando sólo para volver a tenerlo que hacer. Haré las solicitudes que me indican de los múltiples retiros. Les informaré como me va con eso...

I had to cancel the withdrawal for clp$700,000 in order to generate the 14 new withdrawals for clp$50,000 that the casino asked me to make. I must say that even though I checked the "save account details" box the account was not saved so I had to manually add all the details for the 14 withdrawals one by one. I still did it and I'll let you know when I have news.

What a horrible experience this casino has been so far.

Tuve que cancelar el retiro por los clp$700.000 para poder generar los 14 nuevos retiros por los clp$50.000 que me solicitó hacer el casino. Debo decir que aunque marqué la casilla "guardar los datos de la cuenta" la cuenta no se guardó por lo que tuve que manualmente agregar todos los datos para los 14 retiros uno por uno. Aún así lo hice y les aviso cuando tenga novedades.

Qué horrible experiencia ha sido hasta ahora este casino.

So far I have received 4 of the 14 withdrawals of clp$50,000. I will keep reporting to see what happens in the following days.

Hasta el momento he recibido 4 de los 14 retiros de clp$50.000 . Seguiré informando a ver qué pasa en los siguientes días.

Dear hola1, thank you for the updates! I'm glad to hear that it's working this way, though it's more time-consuming for you. I hope it'll keep going this nicely and the whole amount will be withdrawn.

I'll set the timer for another 14 days, probably the money will be credited to your account during this timeframe.

Please, keep us updated.

Regards,

Natalia

So far I have received 8 withdrawals of the 14 requested. I will continue to report as this issue progresses. I can't believe this topic has taken almost a month. Thanks for the support anyway.

Llevo hasta el momento recibidos 8 retiros de los 14 solicitados. Seguiré informando conforme avance este tema. No puedo creer que este tema tome ya casi un mes. Gracias por el apoyo de todas formas.

Dear hola1, thank you for the updates. I'm sorry it's taking an unexpectedly long time but at least we're seeing progress.

Dear hola1, I've set the timer for another 14 days. Could you please provide us with the updates, if you have received further payments since your last message?

Good morning. So far I have received 12 of the 14 requested payments.

Buenos días. Hasta el momento he recibido 12 de los 14 pagos solicitados.

Since the last time I have only received one withdrawal... reaching 13 of the 14 requested.

Desde la última vez sólo he recibido un retiro... llegando a 13 de los 14 solicitados.

Dear hola1, thank you for keeping us updated. I hope that the last installment will be credited to your account very soon.

Dear hola1,

Have you received your withdrawal from the casino yet?

Hello.

Still waiting. Of the 14 withdrawals in which they made me split the originally requested withdrawal, I have only received 13. I'm still waiting for the last one.

Hola.

Aún esperando. De los 14 retiros en que me hicieron dividir el retiro originalmente solicitado sólo he recibido 13. Sigo esperando el último.

Dear hola1, thank you very much for the update. We will keep this complaint open until you confirm your last installment has been received successful. Please keep me informed about any further developments.

Good night. Still waiting for the payment of the last withdrawal.

Buenas noches. Aún a la espera del pago del último retiro.

Dear 7Slots Casino, could you please advise what is the status of the last withdrawal request? Would you check if the last installment was already processed from your side? Thank you.

Dear hello1,

Payment in progress, please wait. The funds will be in your account shortly.

We are also keeping a close eye on your transaction and are always willing to help you on our end.

Estimado hola1,

Pago en curso, por favor espere. Los fondos estarán en su cuenta en breve.

También estamos vigilando atentamente su transacción y siempre estamos dispuestos a ayudarle por nuestra parte.

Dear hola1, have there been any positive updates?

Not yet. I'm still waiting for the payment of the last withdrawal.

Aún no. Sigo esperando el pago del último retiro.

Thank you, hola1, for the update.

I'll set the timer for another 2 weeks. I hope that the last payment will be processed and reach you by that time.

Hello, good afternoon.

I still have no news of the last withdrawal.

🙁

Hola, buenas tardes.

Sigo sin noticias del último retiro.

🙁

Today I received the last payment. Thanks for everything.

Hoy he recibido el último pago. Gracias por todo.

Dear hola1, thank you for the confirmation. I'm glad that you finally received the whole amount of your funds, though it was quite a long journey.

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