7Slots Casino - Hráč má potíže s dokončením ověření účtu.

On March 31 of this year 2023, I tried to make 2 withdrawals to the 7Slot casino, one of which was $200,000 CLP and the other was $50,000 CLP, for which they asked me for a verification record, in which I had I have to upload photos of my documents, the verification has been carried out 3 times and the 3 times they cancel it with the excuse that "the photos have to have better quality"

I hope for a prompt response since according to your App it only took a maximum of 3 days to make the transfer to my bank account.

El día 31 de Marzo del presente año 2023, trate de realizar 2 retiros al casino 7Slot, el cual uno era de $200.000 CLP y el otro era de $50.000 CLP, Por el cual, ellos me pidieron un registro de verificación, en el ue tenía que subir fotos de mis documentos, la verificación la e realizado 3 veces y las 3 veces me la dan de baja con la excusa de que "tienen que tener mejor calidad las fotos"

Espero una pronta respuesta ya que según su App solo se tardaban un máximo de 3 días para realizar la transferencia a mi cuenta bancaria.

Dear themarinene,

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.

Could you please advise if any of your documents were accepted and approved or if all of them have, allegedly, poor quality?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Petronela, I took the photographs with my cell phone in the highest resolution (64mp), but the page warned me that a file of such magnitude of weight could not be uploaded (Megabait)

So, I took the photo with my normal cell phone camera, which is not bad quality, and decided to upload it, but they still send me that "identity verification" email.

Estimada Petronela, las fotografías las saque con mi celular en la más alta resolución (64mp), pero la página me avisaba que no se podía subir un archivo de tan magnitud de peso (Megabait)

Por lo tanto, saque la foto con la cámara normal de mi celular, la cual no es mala calidad, y decidí subirla, pero aún así me envían ese correo de "verificación de identidad"

Dear themarinene,

As we can see your account verification request is still in the queue. The photo should clearly show all the details of your documents, try not to cover some of the text with your hand or make sure that the important parts of the document are not blocked by foreign objects or reflections.

I hope our tips help you complete your inspection as soon as possible.

Estimado themarinene,

Como podemos ver su solicitud de verificación de cuenta sigue en la cola. La foto debe mostrar claramente todos los detalles de sus documentos, intente no tapar parte del texto con la mano o asegúrese de que las partes importantes del documento no estén bloqueadas por objetos extraños o reflejos.

Espero que nuestros consejos le ayuden a completar su inspección lo antes posible. 

Dear 7slots casino, I have tried to upload photos of my documents on 3 occasions, of which in no photo I hide part of the cards or my driver's license, the only thing I hide is what you indicate on the page

This time I will upload new photos hoping they can correctly verify my identity

Estimado 7slots casino, e tratado de subir fotos de mis documentos en 3 oportunidades, de las cuales en ninguna foto oculto parte de las tarjetas o de mi licencia de conductor, lo único que oculto es lo que ustedes indican en la página

En esta ocasión volveré a subir nuevas fotos esperando que puedan verificar de forma correcta mi identidad

Dear 7slots casino, yesterday April 19, I resent photos of my documents and it appeared again that they are of poor quality, I applied the advice that you gave me and still the verified account does not leave me

I beg you to check my data again please

Beforehand thank you very much

Estimado 7slots casino, el día de ayer 19 de abril, volví a enviar fotos de mis documentos y volvió a aparecer que tienen mala calidad, aplique los consejos que ustedes me dieron y aún así no me deja la cuenta verificada

Ruego vuelvan a revisar mis datos por favor

De antemano muchas gracias

Dear player,

In order to complete the account verification procedure as soon as possible, you must separately upload the passport/ID card photo and the photo where you will be seen with your passport/ID card in your hands to your profile. Please note that this must be a passport or identity card, not a work permit, which is not official identification. No symbols should be hidden in the document, all information should be visible and readable. Once you provide all the necessary documents and your account is successfully verified, you will be able to receive payments.

Estimado jugador,

Para completar el procedimiento de verificación de la cuenta lo mas pronto posible, debe subir al perfil por separado la foto de la tarjeta de pasaporte/ ID y la foto donde se le verá con su tarjeta de pasaporte/ ID en sus manos. Tenga en cuenta que este debe ser un pasaporte o cédula de identidad, no un permiso de trabajo, que no es una identificación oficial. No deben ocultarse símbolos en el documento, toda la información debe ser visible y leible. Una vez que proporcione todos los documentos necesarios y su cuenta se verifique correctamente, podrá recibir los pagos.

Thank you very much, 7Slots Casino, for your explanation and guideline.

Dear themarinene,

Please follow the casino's instructions and keep me posted about any progress. Thank you in advance.

Dear Petrona

Today I uploaded my files again and they throw it at me of poor quality, when in reality all the photographs are fully legible in what are the details of my bank card and in my ID

I'm already bored that they deny me my "Verification" since I have sent different photos of my cards more than 5 times

Estimada Petronela

Hoy volvía a subir mis archivos y me lo arrojan cómo de mala calidad, cuando en realidad están todas las fotografías totalmente legibles en lo que son los datos de la tarjeta de mi banco y en mi ID

Ya estoy aburrido que me nieguen mi "Verificación" ya que e enviado más de 5 veces distintas fotografías de mis tarjetas

Thank you very much, themarinene, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello themarinene,

This is Tomas, and from now on, I will be taking care of your complaint. Could you please provide me with the same documents that you have sent to the casino for KYC verification? I would like to check them myself to see their quality.

Be sure that we won't share them with any 3rd party.

You can send them to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear Thomas

I have just sent you the files you requested, it should be noted that I sent you photos of my driver's license and my Chilean Identity Card

Estimado Tomas

Acabo de enviarle los archivos que me solicitó, cabe destacar que le envié fotos de mi licencia de conducir y de mi cédula de Identidad Chilena

Dear themarinene,

I have reviewed your documents and can confirm quality is indeed not poor. The only thing that may be causing problems is the hidden part in the IDs, which the casino claimed should be all visible.

Can you please advise where did you read that you are allowed to cover these details? I believe if you would send non-covered IDs, you will pass verification.

Kind regards,

Tomas

Dear Thomas

At the time of verification they ask me to hide these digits for my safety

As they appear in the images below:

Estimado Tomas

Al momento de realizar la verificación me piden que oculte estos digitos por mi seguridad

Tal como aparecen en las imágenes a continuación:

Dear 7Slots Casino,

We can see that the player was allowed to cover some of the details in the IDs, which he did. Can you please explain why you now need the player to provide fully visible documents?

Thank you.

Kind regards,

Tomas

Estimado Tomas

Qué sucedería si el plazo que tiene Casino 7slots para responder, se acaba?

Hello!

We thank you for your patience while you wait. However, we want to draw your attention to the need to complete the verification process, which is important to protect your financial interests and prevent fraud.

We strongly recommend that you follow the instructions provided by our technical support specialists to successfully complete the verification process.

In addition, we have noted that in your previous verification attempt, you concealed the document serial with your hand. To ensure a higher level of security and data protection, we ask you to repeat the verification process with the full number of your document.

After successfully completing the verification process, you will have access to the option to withdraw funds.

Sincerely, The administration of 7Slots

¡Hola!

Le agradecemos por su paciencia mientras espera. Sin embargo, queremos llamar su atención sobre la necesidad de completar el proceso de verificación, el cual es importante para proteger sus intereses financieros y prevenir fraudes.

Le recomendamos enfáticamente seguir las instrucciones proporcionadas por nuestros especialistas de soporte técnico para completar con éxito el proceso de verificación.

Además, hemos notado que en su intento anterior de verificación, ocultó la serie del documento con su mano. Para garantizar un nivel de seguridad y protección de datos más alto, le pedimos que repita el proceso de verificación con el número completo de su documento.

Después de completar con éxito el proceso de verificación, tendrá acceso a la opción de retirar fondos.

Atentamente, La administración de 7Slots

Dear 7Slots Casino

In none of the photos sent I hide the series of my document with my hand, I will resend the photos to you right now

But the digits of my card will remain hidden for my security

I hope your understanding and prompt response for my verification since I made my withdrawal on 03.31.2023

Estimado 7Slots Casino

En ninguna de las fotos enviadas oculto la serie de mi documento con mi mano, le volveré a enviar las fotos ahora mismo

Pero seguirán ocultos los dígitos de mi tarjeta por mi seguridad

Espero su comprensión y pronta respuesta por mi verificación ya que mi retiro lo realicé el día 31.03.2023

Dear 7slots casino

It cannot be possible that they revoked my verification yesterday. I request that they review it again.

I am already totally bored and annoyed with this problem

Estimado 7slots casino

No puede ser posible que me volvieran a revocar mi verificación el día de ayer solicito que lo vuelvan a revisar bien

Ya estoy totalmente aburrido y molesto con este problema

Dear 7Slots Casino,

Can you please explain why the verification failed again?

Thank you.

Kind regards,

Tomas

Dear themarinene,

Once again we would like to draw your attention to the importance of providing complete and correct information for the successful verification of your account. Despite previous notifications, some data is still hidden, which makes the verification process carried out by our security team difficult.

With that being said, we would like to reassure you that your funds are safe and secure in your account. We do everything possible to ensure the safety of your funds. However, to gain full access to your account funds and features, you must provide all required data for successful verification.

Sincerely, 7Slots Administration

Estimado themarinene,

Una vez más nos gustaría llamar su atención sobre la importancia de proporcionar información completa y correcta para la verificación exitosa de su cuenta. A pesar de las notificaciones anteriores, algunos datos aún siguen ocultos, lo que dificulta el proceso de verificación llevado a cabo por nuestro equipo de seguridad.

Dicho esto, nos gustaría asegurarle que sus fondos están seguros y protegidos en su cuenta. Hacemos todo lo posible para garantizar la seguridad de sus fondos. Sin embargo, para obtener acceso completo a los fondos y funciones de su cuenta, debe proporcionar todos los datos requeridos para una verificación exitosa.

Atentamente, Administración de 7Slots

Dear 7Slots Casino,

Could you please be more specific about what document still has hidden parts? I believe a credit card is not a problem in this case.

Thank you.

Kind regards,

Tomas

Dear 7slots Casino

I agree with Tomas , a credit card is not a problem in the present case.

However, my ID only hides my verification digit of the ID itself, which is very important and unique to be able to carry out procedures here in Chile, therefore it is only for personal use, but my data is legibly visible, such as my RUT, Names, last name and my date of birth.

I beg you to review my sent documents again, please, since it has been a long time since I made the complaint and all this is overwhelming

Thank you...

Estimado Casino 7slots

Concuerdo con Tomas, una tarjeta de crédito no es problema en el caso presente.

Sin embargo mi ID solo oculta mi dígito verificador de la propia ID que es muy importante y única para poder realizar trámites acá en Chile por lo tanto es solo de uso personal, pero legiblemente está a la vista mis datos tales como mi RUT, Nombres, apellidos y mi fecha de nacimiento.

Ruego que vuelvan a revisar mis documentos enviados por favor, ya que ha transcurrido mucho tiempo desde que realice la queja y es abrumante todo esto

Gracias...

Dear themarinene,

I understand that some information in your IDs might be sensitive for you to share. However, it's standard procedure for online casinos to ask for fully visible documents when KYC take place. Imagine if you would go to a bank, and they ask you to show your ID, then you simply won't be hiding some parts with your fingers.

Please, provide the casino with fully visible IDs, and I believe you will be successfully verified.

Let me know once you do so. Thank you for understanding and for your cooperation.

Kind regards,

Tomas

Dear Thomas

I will send you the same photos that I just sent in order to pass the verification

Estimado Tomas

Le enviaré las mismas fotos que envié recién para poder pasar la verificación

Thank you, themarinene, for letting me see them.

I believe it should be all OK now.

Dear 7Slots Casino,

Can you please confirm that you have received the player's document and inform us once verification is completed?

Thank you.

Kind regards,

Tomas

Dear Thomas

I inform you that today at 5:40 am (Chilean time)

I received this message from our beloved Casino 7slots

And as you could see the photos are all OK but they think they are very blurry.

I honestly don't know what to do anymore...

Estimado Tomas

Le comunico que el día de hoy a las 5:40 am (horario de Chile)

Me llegó este mensaje de nuestro querido Casino 7slots

Y como usted pudo apreciar las fotografías están todas OK pero a ellos les parece que están muy borrosas.

Ya no se que hacer sinceramente....

Dear Dear 7Slots Casino,

Can you please advise why the documents seem blurry to you? I have checked them myself, and I think everything is fully visible.

However, themarinene, you can try to retake the selfie because I believe the ID could be sharpened better.

Thank you both for your cooperation.

Kind regards,

Tomas

Dear Thomas

I uploaded the photos again, and again I sent him the same photos that I uploaded to verification

Thank you

Estimado Tomas

E vuelto a subir las fotos, y nuevamente le envié las mismas fotos que subí a la verificación

Gracias

Dear themarinene,

I have checked them, and I have to admit the quality is indeed good. Let's now wait for the casino's turn.

Kind regards,

Tomas

Dear themarinene,

Just send a photo of the back of the document (please don't hide the serial number either.

Estimado themarinene,

Sólo tiene que enviar una foto del reverso del documento (por favor, tampoco oculte el número de serie.

Dear themarinene,

Can you please provide the casino with the above-requested document? Please let me know once you do so.

Thank you.

Kind regards,

Tomas

Dear 7slot Casino

What the hell do you want from photos? I have sent them to you in different ways, I'm already bored that they don't accept my verification 🤬

😡

What about the back of the document? of which...

They only ask for a photo of the back of the card.

Estimado Casino 7slot

Que carajos quieren de fotos? Se las e enviado de diferentes formas ya estoy aburrido de que no me acepten la verificación 🤬

😡

Y del reverso del documento? De cuál..

Solo piden una foto del reverso de la tarjeta..

Dear themarinene,

I believe the casino meant the back side of your ID. Please provide them with this photo, and I truly believe this is the final step.

Let me know when you send it to the casino.

Thanks for your patience.

Kind regards,

Tomas

That's it, he's sending you the back of my ID and you too

Listo, ya le envía el reverso de mi identificación y a usted igual

Thank you, themarinene. I believe it should be all good now.

Dear Dear 7Slots Casino,

Can you please update us once the verification of the player is completed?

Thank you.

Kind regards,

Tomas

Dear Thomas,

User themarinene successfully verified his account and withdrew the money he won.

As we can see, there are no more requests from this user.

Thank you for the information.

Dear themarinene,

Can you please confirm that this is correct and that the matter is now resolved?

Kind regards,

Tomas

Dear Thomas

That's right, effectively on the 20th of this month I was able to pass the casino verification, however they only transferred 50,000 CLP to me

Therefore there are still 200,000 CLP that have not yet been deposited into my account

Estimado Tomas

Asi es, efectivamente el día 20 del presente mes pude pasar la verificación del casino, sin embargo solo me han transferido 50.000 CLP

Por lo tanto aún quedan 200.000 CLP que aún no se han depositado a mi cuenta

Dear Dear 7Slots Casino,

Can you please confirm if you have also processed the second withdrawal of 200,000 CLP?

Thank you.

Kind regards,

Tomas

Dear themarinene,

The transaction you refer to has been thoroughly reviewed by our security department.

Within 24 hours the transaction will be processed and you will receive your earnings.

Querido themarinene,

La transacción a la que se refiere ha sido revisada detalladamente por nuestro departamento de seguridad. 

En 24 horas la transacción será procesada y usted recibirá sus ganancias.

Dear 7Slots Casino

Thank you for your response, I will look forward to my earnings.

Estimado 7Slots Casino

Gracias por su respuesta, esperare con ansias mis ganancias.

Dear themarinene,

Can you please confirm once you receive the payment, so I can close this complaint as resolved?

Thank you.

Kind regards,

Tomas

Dear Thomas

The 24 hours said by 7slots casino have already elapsed and my winnings have not yet been processed

Estimado Tomas

Ya han transcurrido las 24 horas dichas por 7slots casino y aún no han procesado mis ganancias

Dear themarinene, when the payment is processed it doesn't mean the funds should immediately appear in your bank account. It can take a few days actually.

Please let me know once you receive the payment.

Thank you.

Kind regards,

Tomas

Dear themarinene,

We have already published the transaction on our part, it is up to the lawyer. Please wait, the withdrawal is in progress.

Querido themarinene,

Ya hemos publicado la transacción por nuestra parte, le corresponde al abogado. Por favor, espere, la retirada está en curso.

Dear Tomas and Casino 7slots

I'll let you know as soon as I receive my earnings, but to this day, nothing has happened yet.

Estimado Tomas y Casino 7slots

Les aviso apenas reciba mis ganancias, pero hasta el día de hoy, aún no a pasado nada.

Dear both, thank you for your cooperation.

We are now waiting for the player to confirm receipt of the payment, so we can close this complaint as resolved.

Kind regards,

Tomas

Wednesday the 7th and still nothing...

Miércoles 7 y aún nada...

Thursday 8. 5 business days have passed and still nothing

Waiting for deposit...

Jueves 8. Han transcurrido 5 días hábiles y aún nada

A la espera del depósito....

Dear Dear 7Slots Casino,

Can you please update us on the status of the payment?

Thank you.

Kind regards,

Tomas

Dear themarinene,

The bank has canceled your transaction on its own, but don't worry, the money will be returned to your account! After the money is returned, please repeat the transaction. If you need help or advice, please contact us, we are always happy to help!

Estimado themarinene,

El banco ha cancelado su transacción por su propia cuenta, pero no se preocupe, el dinero se devolverá a su cuenta! Después de devolverse el dinero, por favor repita la transacción. Si necesita ayuda o algun consejo, por favor póngase en contacto con nosotros, siempre estamos encantados de ayudarle!

Dear 7slots casino

How is that possible, I have been asking for my money for a long time and time is more valuable than money since it cannot be recovered

How will I recover all this lost time waiting for a deposit?

Apart from the fact that I had contemplated that money to use it to pay bills, among other things, since I am unemployed, that is why it is urgent that they transfer my money to me later...

They've been going around a lot...

Now I will have to wait another month to get my money?

Very bad service from this casino

It is with the only casino that I have had these types of problems, that they do not want to deliver something that belongs to the user...

Estimado 7slots casino

Cómo es posible eso, estoy pidiendo mi dinero hace ya mucho tiempo y el tiempo es más valioso que el dinero ya que no se puede recuperar

Cómo recuperaré todo este tiempo perdido esperando un depósito?

Aparte de que ese dinero lo tenía contemplado para usarlo pagando cuentas entre otras cosas ya que estoy cesante, es por eso que me urge que me transfieran mi dinero luego...

Han estado dando muchas vueltas...

Ahora tendré que esperar otro mes más para poder obtener mi dinero?

Muy mal servicio de parte de este casino

Es con el único casino que me ha pasado estos tipo de problemas, que no quieren entregar algo que es del usuario...

Dear Dear 7Slots Casino,

If the funds have been returned to the player's account balance, is there any other payment method available for withdrawal instead of bank transfer?

Thank you.

Kind regards,

Tomas

Dear themarinene,

Unfortunately, we cannot influence the actions of the bank. We are very sorry for what happened.

The money has been returned to the account, please try the transaction again.

Estimado themarinene,

Por desgracia, no podemos influir en las acciones del banco. Lamentamos mucho lo ocurrido.

El dinero ha sido devuelto a la cuenta, por favor, intente de nuevo la transacción. 

Dear themarinene,

Can you please try to withdraw the funds using a different payment method? If it's correct that your bank declined the payment, I recommend choosing another provider to avoid the issue happening again.

Please let me know. Thank you.

Kind regards,

Tomas

Dear both

I have made the request to withdraw MY MONEY again

I hope it can be done as soon as possible...

Dear Tomás, the website does offer the option of other banks but there are certain options for which I do not have information, therefore I could not complete them with another means of payment, only the current one that would be that of Banco Estado

Estimados ambos

E vuelto a realizar la petición de retiro de MI DINERO

Espero se pueda efectuar lo antes posible...

Estimado Tomás el sitio web si da la opción de otros bancos pero existen ciertas opciones las cuales no tengo información, por lo tanto no pude completarlos con otro medio de pago, solo la actual que vendría siendo la del Banco Estado

Hi themarinene,

I understand. In this case, I would like to ask you to update us on the status of the payment once there is progress.

Thank you.

Kind regards,

Tomas

Dear Thomas

I will notify you of each payment progress

Until today nothing has happened

The payment of the casino account has not even been processed

Estimado Tomás

Yo le avisaré cada avance del pago

Hasta al día de hoy no a ocurrido nada

Nisiquiera se a procesado el pago de la cuenta del casino

Dear 7SLOTS CASINO

Show up and catch up on my money, I can't wait for another month, they are rubbish as a casino, I'm totally bored of waiting so long for my winnings.

You don't even abide by their famous terms and conditions yourself.

More than 3 business days have elapsed and the payment has not even been processed.

They have me totally frustrated 😡😡😤😤

Estimado 7SLOTS CASINO

Hágase presente y póngase al día con mi dinero, no puedo estar esperándolo otro mes más, son una basura como casino, ya estoy totalmente aburrido de esperar tanto por mis ganancias.

Nisiquiera ustedes mismos cumplen con sus famosos términos y condiciones.

Ya han transcurrido más de 3 días hábiles y nisiquiera se a procesado el pago.

Me tienen totalmente frustrado 😡😡😤😤