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Hello, good day. I've been waiting for almost 2 weeks for my winnings from the casino. They used to be very quick in processing the winnings. Now they removed the transfer method and I requested a withdrawal to a Visa card, but it has taken too long. Now there is no option to withdraw to Visa, and it has to be done via Mastercard. I've talked to the casino and in the online chat, they told me I have to wait 5 business days, which have passed, but all they give are empty promises. They suggested I use cryptocurrencies, but I don't have an account for that. With these withdrawal methods being removed, it gives me the impression that the casino is going to disappear or something. I've been playing for quite some time and now I'm very disappointed. The deposit is fast, but the withdrawal is slow— it should be the same. It's frustrating to chase after the earned money. Players trust the casino for a reason. The transfer method was the best; they should implement it again.

Hola buenas estoy esperando casi 2 semanas la ganancia del casino, antes eran muy en generar las ganancias ahora sacaron el metodo de transferencia y lo solicite con cargo a tarjeta visa y han demorado mucho ahora no hay opcion de retiro en visa y se tiene que hacer con cargo a mastercard he hablado al casino y en chat en linea ne dicen que tengo que esperar 5 dias habiles los cuales han pasado pero san solo calmantes me dicen que lo haga con criptomonedas pero no tengo cuenta ahi, si están sacando los métodos de retiro me da la impresión que el casino va a desaparecer o nose pero llevo bastante tiempo jugando y ahora me han decepcionado bastante. Por que el deposito es rápido y el retiro es lento debería ser igual la misma forma. Hay como andar atrás del dinero ganado eso da mucha lata. Por que por algo uno juega y confía en el casino. El método de transferencia era lo mejor deberían hacerlo nuevamente así.

Dear Yanet62,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If the casino suggested you use cryptocurrency for withdrawals, that would be our recommendation as well. Kindly ask the support for any recommendations on how to proceed and let us know about the result.

• I can see in your discussion with casino support they a referring to your withdrawal request from 27/5/2024. Is this payment still being processed?
• Could you please share the transaction history from your account showing the transactions that have not yet been received by you?
• Share screenshots here or send them to my email at tomas@casino.guru

Thank you in advance for your reply.

Best regards,

Tomas

Hello, today it failed. I don't want to make a cryptocurrency account, for some reason a visa or mastercard account comes out. Thank you

Hola, hoy salio fallida. No quiero hacer cuenta de criptomonedas, por algo sale cuenta visa o mastercard. Gracias

Hello, now they are rejecting withdrawals again and they are asking me for identity verification again, and I did that many months ago.

Hola ahora nuevamente rechazan retiros y me están solicitando nuevamente verificación de identidad , y eso yo lo realize hace muchos meses atrás.

Thank you very much, Yanet62, for providing the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Yanet62,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite 7Slots Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hello, thank you very much, I'm still waiting since they asked me for additional documents. I've been waiting for a withdrawal for almost 1 month.

Hola ya muchas gracias, aun espero ya que me pidieron documentos adicionales. Llevo casi 1 mes app esperando un retiro.

Once again they reject the bank receipts, they ask me for photos of the cards I have used, it is the first casino to ask for so many personal cards. It is prohibited in Chile to share card numbers.

I have played in other casinos and they only ask to verify identity with the bank's ID and account number,

But 7slots-club.com is requesting physical plastics and I think it is a lot. It's been almost 1 month and I still can't withdraw my money. First it was because of the problem they had with withdrawals with visa and mastercard and now that I have to verify with so many papers. It's already a lot if it's my money that I earn. And they ask for so much information and we don't even know who is carrying out this... there is no information about them.

Nuevamente vuelven a rechazar los comprobantes del banco me están solicitando fotos de las tarjetas que he utilizado, es primer casino que pide tantas tarjetas personales. Eso esta prohibido en chile compartir números de tarjeta.

He jugado en otros casinos y solo solicitan verificar identidad con la cédula y número de cuenta del banco,

Pero 7slots-club.com esta solicitando plásticos físicos y creo que es mucho. Ya va cais 1 mes y todavía no puedo retirar mi dinero primero era por el problema que ellos tenían con los retiros con visa y mastercard y ahora que tengo.que verificar con tantos papeles. Ya es mucho si es mi dinero que yo gane. Y ellos piden tanta información y nisiquera sabemos quienes son los que llevan a cabo esto..... no hay nada de información de ellos.

Dear Yanet62,

Thank you for your feedback.

I would like to draw your attention to the importance of verifying all documents and payment methods. To complete the verification process, please upload the following documents:

1) A photo of your bank cards with the following numbers: 434559****8258, 533187****5767, 522416****9012.

2) A photo of you holding these bank cards in your hands: 434559****8258, 533187****5767, 522416****9012.

It is very important not to crop the photos. Your bank cards should be fully visible in the photos.

Thank you for your cooperation.

Sincerely,

7Slots Casino

Hello, they are digital cards, I have already sent the photos and the bank receipts that these cards are mine. And I get rejected

Now I spoke to support and they asked me for everything again, now it's like the 10th attempt to send again everything they asked me for the first time about 6 months ago and it was successful validation.

Also add photos of digital cards and bank receipts.

I don't know what else to send to verify successfully.

Hola son tarjetas digitales ya envié las fotos y los comprobantes del banco que estas tarjetas son mías. Y salgo rechazada

Ahora hable con soporte y me solicitaron todo nuevamente ya va como el 10mo intento emvie nuevamente todo lo que me solicitaron la primera vez hace como 6 meses y que fue validación exitosa.

Tambiem agrege fotos de tarjetas digitales y comprobantes del banco.

Ya no se que más enviar para verificar con éxito.

Dear Yanet62, have you provided the casino with the requested documents according to their latest requirements, please?

Hello, the verification has already been approved.

I'm just waiting for my withdrawals

Thank you.

Hola ya aprobaron la verificación.

Estoy esperando solo mis retiros

Gracias.

Thank you for the information. Please inform us once you have received the payments.

I still haven't received payments! They told me they have a date until the 19th... I'll wait

Aun no recibo los pagos! Me dijieron que tienen fecha hasta el 19... esperare

The money requested from my withdrawals was returned to my casino account.

I still can't get my money out.

El dinero solicitado de mis retiros fue devuelto a mi cuenta del casino.

Todavía no logro sacar mi dinero.

Dear 7Slots Casino, could you please state the reason why the money was returned to the player's account?

Almost 1 month trying to withdraw!!! This already makes me very bad. NOW AGAIN TO WAIT 5 MORE DAYS SINCE THE PAYMENT PROVIDER DELAYS THAT, THEN YOU WILL TELL ME THAT THERE WAS AN ERROR AND IN THE END THEY WILL NEVER PAY. WHAT A DISAPPOINTMENT, SOMETHING LIKE THIS HAS NEVER HAPPENED TO ME AND I HAVE BEEN PLAYING IN THIS CASINO FOR A LONG TIME.

Casi 1 mes tratando de retirar!!! Esto ya me tiene muy mal. AHORA NUEVAMENTE A ESPERAR 5 DIAS MAS YA QUE EL PROVEDOR DE PAGOS SE DEMORA ESO, LUEGO ME DIRS .QUE HUBO UN ERROR Y AL FINAL NUNCA PAGARAN. QUE DECEPCIÓN NUNCA ME HABIA PASADO ALGO ASI Y LLEVO JUGANDO MUCHO TIEMPO EN ESTE CASINO.

I'm waiting for the withdrawal again, no one gives a clear answer.

Only that the payment provider has the problem (technical failure) and has been waiting for more than 1 month.

Now make 1 withdrawal for the full amount per transfer as I don't have cryptocurrency accounts. I hope you can help me since they give me the same answers every day. It's exhausting

Nuevamente estoy esperando el retiro nadie da una respuesta clara.

Solo que el proveedor de pagos tiene el problema (falla técnica) ya más de 1 mes esperando.

Ahora realice 1 retiro por el monto total por transferencia ya que no tengo cuentas de criptomonedas. Ojalá me puedan ayudar ustedes ya que ellos me dan las mismas respuestas todos los días. Es desgastante

They just deposited the money to me.

Cost but it was achieved!!!

Thank you all.

For my part everything is now ok

Ya me acaban de depositar el dinero.

Costo pero se logro!!!

Gracias a todos.

Por mi parte ya esta todo ok

Dear Yanet62,

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,

Dominika

Casino.Guru