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I've been trying to withdraw my funds for over a week now, but I've been unable to do so as they are requesting a verification of my identity. I've sent all of my documents, and I continue to receive a message stating that the documentation is unclear. I consulted with online support, and they advised me to resend my bank card details. I even went to the bank to get another card to ensure it was more legible. After resending as required, they again sent a message that the documents do not comply with the verification process. I need a resolution so I can make the withdrawal. It's not a large amount, but I do not wish to play at this casino again.

Llevo más de una semana intentando retirar mis fondos a la cual no he podido porque me solicita verificar mi identidad, envié todos mis documentos y me vuelve a llegar el mensaje que la documentación no es clara, hable con el soporte en linea y me dicen que es por la tarjeta del banco que la envie de nuevo, fui hasta al banco a sacar la tarjeta para qie saliera mas legible y al volver enviarla tal como lo solicitan vuelven a mandar un mensaje que no cumplen los documentos con la verificación, necesito una solución para poder hacer el retiro que no es mucho pero no quiero volver a jugar este casino.

Dear daysiarllet,

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 list 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?

Would you be able to send me the documents you submitted to the casino recently? My email is tomas@casino.guru

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,

Tomas

Good evening, I sent the documentation to the email, but at the casino I have sent all the documentation exactly as they requested, but it has already been more than 10 times.

Buenaa noches envié la documentación al correo, pero si en el casino he enviado toda la documentación tal cual como me la han solicitado pero ya han Sido más de 10 veces.

I had to change the card details because I went to take it out again at the bank, I changed everything in my casino profile, last night I sent the documentation again and the email arrived again that the documentation had not been verified

Yo tuve que cambiar los datos de la tarjeta porque la fui a sacar de nuevo al banco cambie todo en mi perfil del casino, anoche he vuelto a mandar la documentación y nuevamente llega el correo qie no ha Sido verificada la documentación

Dear, I will tell you again about that card that you mentioned to me with that correlative, I no longer have it because when it looked blurry I went to the bank and changed it but it is the same Chilean rut account card from the state bank, I went to the bank to get it again but no has the same correlative. Today I went to the bank to request what you asked for and they did not give it to me, they only give a detail of the balance that one has and where the product appears with my information, but they cannot give a document where it says the card number. When I did the verification, I sent the card with the reprint and I also sent the document that they reprinted for me, so I don't understand why they don't verify if everything is correct.

Estimados les vuelvo a comentar esa tarjeta que usted me menciona con ese correlativo yo ya no la tengo porque al verse borrosa fui al banco y la cambie pero es la misma tarjeta cuenta rut chilena del banco estado, fui al banco a sacarla de nuevo pero no tiene el mismo correlativo. Hoy fui al banco a solicitar eso que piden ustedes y no me lo dieron, solo dan un detalle del saldo que uno tiene y dónde aparece el producto con mis datos, pero no pueden dar un documento donde diga el número de la tarjeta. Al hacer la verificación yo mandé la tarjeta con la reimpresión y también envié el documento que me la volvieron a reimprimir entonces no entiendo porque no me verifican si está todo correcto.

Dear daysiarllet,

Were you able to submit a bank statement to the casino containing the required information? Was it accepted?

Good day, if I sent about three bank documents and both claiming and explaining that the card was the same, they had only changed the correlative, they accepted, proceeding to verify my account and be able to make the withdrawal.

Buen día si envié como tres documentos bancarios y tanto alegar y explicarles que la tarjeta era la misma solo me habían cambiado el correlativo aceptaron procediendo a verificar mi cuenta y poder hacer el retiro.

Dear daysiarllet, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Good morning, if the withdrawal was carried out correctly, thank you for your management. Have a good day.

Buenos días si el retiro se realizó correctamente gracias por su gestión. Que tengan buen día.

Dear daysiarllet,

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 and 7Slots Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru