7Slots Casino - El retiro del jugador se retrasa a pesar del estatus de diamante.

I've been playing at this casino for almost a year. I am a diamond member, and I've been trying to withdraw my winnings since 01-18. First, they made me verify my account, which took 2 days, and now my withdrawal, which has been pending for over 24 hours after verification, still hasn't been deducted from my balance. Once it's processed, I'll have to wait even more days to see it reflected in my account. Honestly, it's a mockery of their users. All I'm asking for are my winnings. It's a lie that withdrawals are expedited for diamond members as they promote in their casino. I'm attaching photos.

Llevo casi un año jugando en este casino soy categoría diamante y estoy tratando de retirar desde el 18-01, primero me hicieron verificar mí cuenta la cual demoró 2 días y ahora mí retiro que ya lleva más de 24 HRS después de la verificación aún no lo descuentan de mí saldo, una vez que se procesa tengo que esperar más días para verlo reflejado en mí cuenta,de verdad es una burla para sus usuarios, solo pido mis ganancias, es una mentira que se aceleran los retiros con categoría diamante como lo promocionan en su casino, adjunto fotos

Dear sandra6161,

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 the 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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Good afternoon,

We apologize for the unsatisfactory experience you had.

Your comment is extremely important to us and we would like to consider your request in more detail in order to improve the quality of our service.

Upon review of your account, it appears that the withdrawal transaction that is the subject of your complaint was successfully sent to your bank account.

If we solved your problem, please close the report and leave a positive rating.

We are always happy to help you! We wish you a nice day!

Best regards, 

7Slots Casino

Dear sandra6161,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.