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I won 100000 Chilean pesos and they have asked me to verify documents over 5 times with photos and still no payment has been made.

Gane 100000 mil pesos chilenos me an pedido verificar documentos más de 5 veces con fotos y el pago nada de nada

Dear juanpinocho55, 

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format? 

Could you kindly specify if any of your documents have been approved by the casino?

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, 

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hello, ID card, card on both sides where the money is going to be deposited, plus a photo of me with the documents.

Hola carnet de identidad tarjeta por ambos lados donde se va a depositar el dinero más una foto mía con los documentos

Have any of your identity documents been approved by the casino?

Could you please forward me the entire communication between you and customer support regarding your problem? My email address is veronika.l@casino.guru. Thank you.

Dear juanpinocho55, 

We would like to bring to your attention that verification is an important step on our website.

It is necessary to check the documents to protect your identity.

To pass the verification, please upload the back side of your documents. This is the only document that is necessary to upload at this time.

You are always welcome to contact us via chat if you need any assistance regarding the verification procedure.

Best regards,

7Slots Casino

Dear juanpinocho55,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.