Slots 7 Casino - プレイヤーは KYC のために引き出しが遅れます。

I played their $100 welcome bonus a day luckily I'm done with their wagered of $3000..when I tried to withdraw and they asked me to submit my kyc which is I did and it was the 10th day today but nothing happen the ir online support always tell it"s on processing,I think 10days for a $100 that's to long and I know it's only from the welcome bonus but if they not serious for their bonus they should not put a welcome bonus unfair for the player!!

Hello Jomave2018,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots 7 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I just sent the kyc last July 25th if not mistaken but before I sent the documents,one of the support online gave me the email add where can I send all of the documents that you guys need and almost every day I chat and asked the online support about the processing,they always tell just give them 3 to 5 minutes they will look for my request and they asked my email,tel number and user name and after few minutes they will told me that my documents still on process by one of your member,kindly check the chat conversation and I always tell that it's my 2nd up to 10th days of asking if they think they won't gonna give the winnings its fine just tell it and I won't gonna bother them anymore!!have a good day everyone

Hello Jomave2018,

As the 14 days recommended time frame has now passed, could you please advise what is the status of the verification? When was the last time the casino requested any new document from you?

I talked to the online support again 2 days ago and they asked me the proof of address which I already sent that when I sent my KYC but I send it again last 2 days ago when she asked me that time and now I'm still waiting for the winnings to widraw!!

Last two days ago she told me that I don't have a widrawal request?last picture was today and widrawal still on processing?

Hello Jomave2018,

Based on the communication with the casino it still seems like the verification is the problem. However as it's taking longer than usual, your complaint will be now forwarded to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Jomave2018,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Slots 7 Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Have you received all the requested documents to proceed with the verification of the player's account?

I'm looking forward to hearing from you. If you have any supporting evidence, please feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you so much for the help and I really appreciate all the help!!more power to casino guru and the group..

Dear Jomave2018,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia