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I've been waiting a week for my deposit, and the casino is asking for documents that I've already uploaded about 10 times. Once they approved them, but then they appeared as rejected again. I've sent everything they've requested, but nothing is happening with the deposit.

Llevo una semana esperando mi depósito y el casi me pide documento que ya los he subido como 10’veces y una vez los aprobaron y después denuevo salían rechazos he enviado todo lo que me han pedido pero no pasa nada con el depósito

Hello espinozarivera.Ale,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7Slots 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

Good morning, I have spoken with the casino almost every day. I have uploaded everything they have asked me for. I don't know what they approve and what they don't because they are not clear. They put up many obstacles to making the withdrawal. My account says that I have accelerated withdrawal. However, I have been waiting for days for them to validate my identity. I made the request on November 9 and to date I have already uploaded about 10 times documents where they say they are not clear, etc., even though I have uploaded everything in maximum quality. The process is super exhausting and the numbers do not work, only the customer service.

Buen día, he hablado casi todos los días con el casino he subido todo lo q me han pedido, no sé qué aprueban y que no porq no son claros ponen muchas trabas para realizar el retiro, mi cuenta dice que tengo retiro acelerado sin embargo llevo dias esperando que me validen la identidad hice la solicitud el día 9 de noviembre y a la fecha ya he subido como 10 veces documento donde dicen q no están claro etc siendo que he subido todo en máxima calidad, es súper desgastante el proceso y los número no funcionan solo el servicio al cliente

Dear espinozarivera.Ale,

I hope this message finds you well. Could you kindly forward the communication between you and the casino regarding the verification process to nikolas.b@casino.guru for further review?

Thank you in advance, and I look forward to your response.

Best regards,

Nick

Dear Nicolas, I would like to tell you that on November 9th I requested a withdrawal of 11,000,000 cl. They asked me to verify the account, to which I uploaded all the documentation that was being requested from me. On November 11th, they notified me that the account was successfully verified. However, they did not deposit anything of the requested withdrawal and on the 19th I received another email that I had to verify the account and I had to upload new documents, to which I have uploaded everything that they have asked me for and they have been rejected. It is as if the 7 Slot casino delayed the payment or did not want to pay. On Friday the 22nd I uploaded the documents again and they still have not given me an answer and they have not deposited the requested withdrawal either. Customer service gives a response as seen in the attached documents that you have to wait for the review. I wait and they reject me again and again because they are not legible, however, they are more than clear with the receipt. I made the deposit from my running account, which is the same account where I am asking for it to be. make the deposit, he almost always gives the same answer as if he were a robot, to date I am still in verification and I have provided evidence to the email I hope you can help me because the casino does not give me solutions, they only tell me that I must wait to upload new documentation, etc.

Estimado Nicolas te comento que yo el día 09 de noviembre solicité el retiro por un monto de 11.000.000 cl, me solicitaron verificar la cuenta a lo cual subí toda la documentación que se me estaba solicitando el día 11 de noviembre me notificaron que la cuenta estaba verificada con éxito, sin embargo no me depositaron nada del retiro solicitado y el día 19 me volvió a llegar un correo que debía verificar la cuenta y tenía q subir nuevos documentos a lo cual he subido todo lo que me han pedido y se me han rechazado, es como si el casino 7 Slot retrasada los pago o no quisiera pagar, el viernes 22 volví a subir otra vez los documento y aún no me dan respuesta y tampoco me han depositado el retiro solicitado, el servio al cliente da respuesta como la que se ve en los documentos adjunto que hay que esperar la revisión, espero y me rechazan una y otra vez por qué no son legible sin embargo están más que claros con el comprobante el depósito lo realice yo desde mi cuenta corriendo que es la misma cuenta donde estoy pidiendo que se me haga el depósito, el casi da la misma respuesta siempre como si fuera un robot, a la fecha sigo en verificación y he proporcionado evidencia al correo nikolas.b@casino.guru espero me puedan ayudar ya que el casino no me da soluciones solo me dicen que debo esperar subir documentación nueva etc

Thank you espinozarivera.Ale, for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok, I'll be waiting for any request, since they successfully validated my account again and after half an hour it appears that I need to verify myself again.

Ok quedo atenta a cualquier requerimiento ya que nuvemante me validaron la cuenta con éxito y a la media hora me aparece q debo verificarme nuevamente

Hi espinozarivera.Ale,

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 7Slots 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? Please, specify what documents were requested from the player, and why the provided ones were rejected.

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

Kind regards,

Natalia

Dear Everyone,

Thank you for including me in this conversation.

As I have reviewed, on 2024-11-13, an additional document request was sent to the user because new payment details were added to their profile. For us, it is essential to verify all information to prevent fraudulent activities. The request was for two documents to confirm the ownership of the bank account.

According to my information, the user uploaded the latest screenshot today, which met all our requirements. These include no photo edits on the document, visible username, and email address.

At this stage, the account has been successfully verified.

Dear espinozarivera.Ale,

If you have any additional questions, please don’t hesitate to contact us.

Best Regards,

7Slots Casino

Now that the account is verified, how long should I wait for payment?

Ahora que la cuenta está verificada cuánto tiempo más debo esperar para el pago

Thank you for your prompt response, 7Slots Casino. Could you please specify the timeframe for processing the withdrawal request for the player?

Dear Everyone,

As I have reviewed, we received information from the Financial Department that the withdrawal requests need to be recreated with each transaction amounting to 100,000 CLP. This adjustment is required due to limitations imposed by the payment provider. Please note that there is no restriction on the number of requests you can submit.

We are committed to processing your withdrawal requests as quickly as possible. However, please keep in mind that the processing time may take up to 21 business days.

Thank you for your understanding.

Should you have any further questions, feel free to reach out to us.

Best regards,

7slots Casino

Why do they have accounts with accelerated withdrawal if it is not real? I do not understand how they can take so long with the payment, it is too long.

Para que tienen cuentas con retiro acelerado si no es real, no entiendo como puden demorar tanto con el pago es demasiado el tiempo

Dear espinozarivera.Ale, could you please share an update about your withdrawals? Have you already submitted withdrawal requests? Do you have any pending or processed ones?