7Slots Casino - El jugador tiene problemas para completar la verificación de la cuenta.

I'm 25 trying to receive this amount and so far nothing! They only tell me to wait because my account has not yet been verified and my withdrawal is suspended!

Estou a 25 tentando receber esse valor e até agora nada! Só mandam eu esperar pq minha conta ainda não foi verificada e que meu saque tá suspenso!

Dear carolmachadocm13,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account? How many days ago you have requested a withdrawal and apply for account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, What they tell me is that I should wait for the account verification but they don't send me anything and that's why my withdrawals are suspended. I requested the withdrawal on 02/01/23

Olá, O que eles me dizem é que eu devo esperar a verificação de conta mas não me mandam nada e por isso os meus saques estão suspensos. Solicitei o saque dia 01/02/23

Thank you very much, carolmachadocm13, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi carolmachadocm13,

I've just reviewed your case and fully understand your concerns about the verification process. I will contact the casino and we'll see what can be done to help you when it replies.

Dear 7Slots Casino, I'd like to invite you to join this conversation and take a part in the complaint's resolution. Could you please share more information regarding the player's case?

Looking forward to hearing from you.

Best wishes,

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.

Dear carolmachadocm13,

We are very concerned about your situation and will do our best to solve your problem. At the moment we have involved our technical department to solve this problem.

It will take us up to 3 business days to process this situation and provide you with a response covering all solutions.

We apologize for the long wait.

Thank you for choosing 7Slots Casino

Hope to receive my winnings soon! Once verification is done.

Espero receber os meus ganhos logo! Assim que for feita a verificação.

Dear carolmachadocm13,

Thank you for the wait.

There are currently no restrictions on your account.

On the question of the withdrawal of 1,800 R$ the answer:

At the moment 800 R$ have been successfully withdrawn.

The amount of 1,000 R$ will be withdrawn to your account approximately on March 20, 2023. As you may notice, the sum is still in your account.

Such long processing of transaction is connected with the fact that you can withdraw not more than 200 R$ per day. It is mentioned in point 8 on page User agreement.

Thank you for understanding!

Thank you, I received the earnings of 800 yes .

Thank you very much.

Obrigado, recebi os ganhos de 800 sim .

Muito obrigado.

Dear 7Slots Casino, thank you for the explanation of the situation.

Dear carolmachadocm13, I'm glad to hear you've received the first installment. I'll set the timer for another 7 days, please confirm when you receive another part of your winnings.

Best regards,

Natalia

Dear carolmachadocm13, have there been any updates?

Hello! Getting all my winnings back! Thanks!

Olá! Conseguir receber todos os meus ganhos! Obrigado!

Dear carolmachadocm13,

I'm glad to hear that your issue has been resolved successfully. 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