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DESCRIBE THE PROBLEM

I made my deposit back on August 13th through two different methods. The same response as always. The external provider is delayed. So much so, that the provider's service quality is terribly deficient.

218/5000

PRIVATE INFORMATION

DESCRIBE EL PROBLEMA

Llevo ser el 13 de agosto mi depósito. Lo realice de 2 formas diferentes. La única respuesta de siempre. El proveedor externo está atrasado. Como tanto, como tan deficiente el servicio del proveedor externo. Terrible

218/5000

INFORMACIÓN PRIVADA

Dear npuyolc, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Veronika

It is the first and second retreat. I had not withdrawn before, I asked if I had to send some documents, they told me no because it was little money. And if I have accumulated earnings with and without a bonus but those bonuses have already been paid.

Es el primer y segundo retiro. No había retirado antes, Pregunte si tenía que enviar algunas documento me dijeron que no porque era poco dinero. Y si he acumulado ganancias con y sin un bono pero ya están pagados esos bonus.

Now out of nowhere and without authorization on my part they returned the funds to my almost 7slots account. No information, email message, explanation of what the problem was, etc.

Ahora de la nada u sin autorización de mi parte devolvieron los fondos a mi cuenta de casi o 7slots. Sin informacion, mensaje correo electrónico, explicación de cual fue el problema etc

Do I understand correctly that all the funds you requested for withdrawals were returned to your gaming account? Have you requested another withdrawal?

Yes, now I request several withdrawals, most of them of minimum amounts, and in all the ways in which it was possible, transfer, visa, bitcoin, ethereum, etc. And I also made a withdrawal request by bank transfer of $300,000 Chilean pesos, since they have never asked me for any identity verification information. So I'm waiting for what happens because now it's only Monday....

si ahora solicite varios retiros , la mayoria de montos minimos, y en todas las formas en que me fue posible, transfferencia, visa, bitcoin, ethereum, etc. Y tambien hice una solicitud de retiro por transferencia bancaria de $300.000 pesos chilenos, ya que jamas me han pedido algun dato de verificacion de identidad. Asi que estoy esperando que sucede porque ahora recien es lunes....

Could you please be more specific regarding your withdrawal requests? How many withdrawals have you requested? When exactly did you request them? Have you been asked to submit your verification documents by the casino yet?

Dear npuyolc,

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.