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Dear raquelmili2004,

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?
• Did you accumulate 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,

Kristina

Yes before normal, if first I won 100,000 then 30,000 then Ise two spins in they sent that the withdrawal was successful but it never arrived I called the bank they confirmed that there was no deposit I informed them they said that it had already been successful so until now I follow nothing waiting for specialists to look at the case and how much time has passed since May 30 and so far none of my money that I have earned and the kyc does confirm that that was the account then all the steps to follow are fine. but the strange thing was I used to do it normally through a transfer account but that day there was only a Visa and Master Card account, so I used MasterCard but the money never arrived. I hope you can help me because one plays and it's bad that I tell you to wait, the specialists are watching your case every day the same thing they don't respond mad mas....

Si antes normal,si primero gane 100.000 después 30.000 entonces Ise dos giros en mandaron que fue exitoso el retiro pero nunca llegó llame al banco me confirmaron que no había ningún deposito les informe a ellos dijieron q ya había salido exitoso entonces hasta el momento nada sigo esperando que especialistas están viendo el caso y ya cuánto tiempo paso desde el 30 de mayo y hasta el momento nada de mi dinero que gane y el kyc si comfirme que esa era la.cuenta entonces todo los pasos a seguir bien.pero lo raro fue que antes lo hacia normal por cuenta de transferencia pero ese dia no habia solo cuenta visa y Master card yo entonces puse de MasterCard pero nunca llego el.dinero .ojalá puedan ayudarme porq uno juega y mal que te diga que espere los especialistas están viendo su caso todos los días lo mismo no responden mada mas ....

Thank you for your reply, raquelmili2004. Kindly provide the following information:

• When did you make the last successful withdrawal? Did you use the same withdrawal method?
• Could you please post a screenshot of your withdrawal history here in this thread?

Also, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much, raquelmili2004, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear raquelmili2004,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite 7Slots Casino representative to join this conversation.

Dear 7Slots Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Thank you very much, I hope they give you a solution because until now they say they are solving it.

Muchas gracias ojalá le den una solución porq Hasta hora dicen que están solucionando .

Dear raquelmili2004,

Thank you for your feedback.

We have reviewed the information regarding your payment. Our records show that the payments were successfully processed on May 31, 2024, and June 1, 2024.

As you have informed us that you have not received these payments, we have initiated an investigation from our end.

Please understand that this process is not quick. Since the payments were successfully sent from our side, it is necessary to check all steps of the transaction lifecycle to identify where the issue may have occurred.

The timeframe for this investigation does not depend on us, as we are in contact with the payment provider.

At this stage, we kindly ask for your patience.

I assure you that there is no reason to worry. You will definitely receive your payment.

Best regards,

7Slots Casino

Dear raquelmili2004,

We want to provide an update from our side. Our financial department received information from the payment provider that the payout of 100,000 CLP has been successfully sent from our side. More detailed information has been sent to you via email.

Regarding the other transaction, we are still waiting for an update from the payment provider.

Thank you for your patience.

Best regards,

7Slots Casino

Dear raquelmili2004,

Have you received the first transaction?

Thank you for your answer.

Hello, I don't know if you have received anything yet, calling my bank told me that there is no transaction so I spoke with the casino they said yes but in the bank's system there is none and they told me that it would be better in another account and I spoke with the casino no They gave me an answer to what I told them if I could set up another account since that account does not arrive and there is a problem with you, no, or they tell me nothing, just to wait again for the request that the lady sent that day that I spoke with her was on Monday, So I don't know what else to do so that they can return the money to me. It corresponds to the profit.

Ola ,no sé a recibido nada todavía llamar mi banco me dijo que no hay ninguna transacción entonces hablé con el casino dijieron que si pero en el sistema del banco no hay ninguno y me dijieron que mejor sería en otra cuenta y hablé con el casino no me dieron respuesta lo q les dije si podría poner otra cuenta ya q esa cuenta no llega y hay problema con ustedes no o me dicen nada solo q esperar de nuevo la solicitud que envío la señorita ese día q hablé con ella fue el día lunes ,entonces no se q más hacer para q ellos en si puedan devolver el dinero a me.corresponde de ganancia .

So far nothing in my bank account, I talked to bank executives and nothing.

Así q hasta el momento nada en mi cuenta del banco hablé con ejecutivos del banco y nada .

Dear 7Slots Casino,

I haven't received the mentioned e-mail with the payout information. Could you please check, if it has been sent to miroslava.d@casino.guru ?

Thank you.

Hello, look, I did not receive the new successful transfer that they said it had arrived, which the bank told me, they said that there is no credit now the 7 slots casino tells me that I have to send a screenshot of what I asked the bank, I tell him There is no email to complain about because everything I complain about and ask about is by calling customer service so they send me every now and then by email that is a screenshot so I can verify that they are telling the truth but I don't understand inform them that the account that I said the card is a credit card that the bank told me cannot be received unless it is a refund so I informed them that they would issue me the refund for transfer and they told me no because they have to send screens so they can verify so I can't send nothing because everything I talk about through the customer service call, since they don't understand the truth of things, it seems like they don't want to return the money because it makes a lot of difficulties.

Ola ,mire no me llegó el nuevo giro exitoso q ellos dijieron q si había llegado lo cual el banco me comunique dijieron q no hay ningún abono ahora el casino 7 slots me dice que tengo q mandar un pantallazo de lo q pregunto al banco le digo q no hay correo q reclamar hay porq todo lo q reclamo y pregunto es por llamada servicio al.cliente entonces ellos me mandan cada rato por correo q sea una pantallazo así poder verificar que ellos dicen al verdad pero no entiendo les informe que la cuenta q di es de crédito la tarjeta q me dijo el banco que no puede llegar al menos que sea una devolución entonces le informe q me isieran la.devolucion pro transferencia y me dicen q no porq tiene q mandar pantallaso parq poder verificar así q no puedo mandar nada porq todo lo q hablo mediante llamada servicio al cliento como no emtienden la verdad de las cosas parece q no kieren devolver el dinero porq pone muchas dificultades.

Dear Mirka,

We have sent an email to you. Please check it and let us know if you need any additional information.

Dear raquelmili2004,

Upon checking with the payment provider, we can confirm that both transactions have been successfully sent from our side. We have also included the payment details with a confirmation.

If you still haven't received the payment, please send a bank statement in PDF format from 30.05 to today, as well as a screenshot of the correspondence with your bank indicating that the payment cannot be processed for further verification with the payment channel.

Once again, we would like to emphasize that both payments have been sent from our side. However, we understand your concerns and are always ready to assist.

We see that you have successfully received a new payment created on 2024-07-12, but we haven't heard from you since 2024-07-09.

Please contact us via online support as it is the fastest way to get assistance.

Best regards,

7Slots Casino

I've been asking, they say the same account statement, I sent it and they can verify that there is no payment because it is a credit card, all the movements appear in the account statement, I don't know what else they want that I sent, if I really don't see what else I can do.

Eh estado preguntando dicen lo mismo estado de cuenta lo mandé y pueden verificar que no Hya ningún abono porq es tarjeta de crédito sale todos los movimientos en el estado de cuenta nose q más kieren q mandé si de verdad no veo q más puedo hacer r.

Dear raquelmili2004,

Please forward me the documents you sent to the casino, so we can look, if there might be problem with it.

Thank you

I sent this photo on the date that they can see that not even a payment transaction is my account statement but they don't really understand, I see that money was lost because they wouldn't give me back separately even if I wanted to win in the really bad games. experience.

Mande está foto en fecha q vean q no ni gun movimiento de pago es mi estado de cuenta pero ellos no entienden de verdad ya veo q plata perdida porq no me.devolveran aparte ni si kiera da gananacias en los juegos de verdad mala.experiencia .

Dear raquelmili2004,

If I understand it correctly, it seems like you submitted a document, that shows your transactions from the previous period. Would you be able to obtain and submit a bank statement in PDF format from 30.05 to the day of the casino's message?

Thank you.

Dear raquelmili2004,

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.