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Hello, good day. On the 18th of September, I made withdrawals for the amount of 600,000 and another of 100,000. After about 2 days, I received an email stating that they were having problems transferring such large amounts and that I needed to make multiple withdrawals with a limit of 28,000 pesos each. I then made 28 withdrawals of 25,000 pesos each on the same day. They told me the money was to be deposited within 3 working days. However, after these 3 days passed, they told me because of the large amounts, it would take 5 working days. After those 5 working days passed, they were only depositing one withdrawal per day. I have spoken to the operator numerous times about what is happening with my withdrawals since they were all made on the same day, and why they are only depositing one per day. I am insisting that the agreed-upon timeframe be followed, as it was supposed to be 5 working days for all my withdrawals to be completed. The representative tells me that the operators are working on my withdrawals and that I have to wait, but I explained that I made all the withdrawals on the same day and need all my withdrawals, not just one. The only response they give me is that the withdrawals are being made and that they are working so that the withdrawals will be completed, but they are only executing one withdrawal per day. I find they are not following the rules and deadlines they set.

Hola buenos días del día 18 de septiembre que realize unos retiros por la cantidad de 600.000 y otro de 100.000 el cuan pasaron como 2 días me mandaron un correo diciendo que tenían problemas para transferir monto muy grande el cual tenia que hacer múltiples retiros de un tope de 28000 mil pesos el cual realize 28 retiros de 25000 mil pesos todos el mismo día la fecha que me dieron eran 3 días hábiles y el cual pasaron los días hábiles y me dicen que por la cantidad tienen que pasar 5 días hábiles pasaron los 5 días hábiles y me están depositando de 1 retiro diario el cual e hablado con el operador artas veces diciendo que pasaba con mis retiros ya que los había retirado todos el mismo día y que me están depositando de 1 diario que necesito que se cumpla en plazo establecido ya que que eran 5 días hábiles para que me realizaron tos los retiros y el cual me dice que los operadores están trabajando en mis retiros que tengo que esperar pero le explique que yo ise todos los retiro el mismo día que necesitaba todos mis retiros no de a 1 el cual la única respuesta que me da que los retiros se están haciendo que están trabajando para k los retiros salgan pero me hacen de auno diario encuentro que ellos no están cumpliendo con las reglas y los plazos

Dear nato172007,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I made my withdrawals on the same day and they are paying me but one per day and I made the withdrawals all on the same day I made 28 withdrawals and I have only canceled 10 out of 28 and they are paying me one per day

Yo ise mis retiros el mismo día y me los están pagando pero de uno diarios y yo ise los retiros todos el mismo día realize 28 retiros y llevo cancelado solo 10 de 28 y me lo están pagando uno diario

The withdrawal period is supposed to be 3 business days to pay low withdrawals. I spoke to a person through the chat and he told me that it was 5 business days, which already happened days ago.

Se supone que le plazo del retiro son 3 días hábiles para pagar los retiros bajos hable con una persona por el chat y me dijo que eran 5 días hábiles los cuales ya se cumplieron hace días

Thank you for the clarification. Could you please specify how many of your withdrawals are currently pending? When was the last time you received any winnings from the casino?

Good morning, I just counted that I have deposited 9 out of 28, I have 19 withdrawals left, the last fuel day yesterday, which was 25,000 thousand pesos, because they release me one withdrawal per day

Bueno días acabo de contar me an depositado 9 de 28 me quedan 19 retiros el último fuel día de ayer que fueron 25000 mil pesos por que me liberan un retiro por día

Thank you very much, nato172007, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello nato172007,

I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know there could be various reasons why the casino is not able to pay you your winnings in this way. Ideally, we would like to see every withdrawal to be processed in full on the same day, but this is not always possible. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, etc. all have a major influence, so although some payment methods are usually really quick, sometimes it can take much longer for the payment to be processed and this is not always in the "casino's hands." I can agree that the casino has this mentioned in its T&Cs

However, the casino has this mentioned in its T&Cs as well

I will contact the casino to see if anything can be done here.

We would like to invite 7Slots Casino to join the conversation.

Dear 7Slots Casino,

Can you please provide more information on why the player's winnings are not paid out within the expected time frame?

Good morning casino guru today I tried to log in to my account and the surprise I got is that it is blocked according to the chat response is that I have two accounts which they sent me supposedly from the account I logged in and it is not the one I log in with casino I find that this is a scam since I won 700,000 thousand pesos and of those they have canceled 350,000 thousand pesos and you tell me that I violated the rules by having two accounts if I had blown up the rules they would not have paid me any withdrawal

Buenos días casino guru hoy trate de entrar ami cuenta y la sorpresa que me llevo es que se encuentra bloqueada según la respuesta del chat es que tengo dos cuenta la cual me mandaron supuestamente de la cuenta que entro y ni es con la que yo entro al casino encuentro que esta es una estafa ya que yo gane 700.000 mil pesos y de esos me an cancelado 350.000 mil pesos y me dices que viole las reglas por tener dos cuentas si uviese volados las reglas no me uviesen pagado ningún retiro

that was the casino's response

esa fue la respuesta del casino

I don't enter the casino game with that email

Yo no entro con ese con ese correo al juego del casino

Hello,

Thank you for your patience.

We have reviewed your transactions and account activities. As a result, your account has been blocked in accordance with the website's terms and conditions.

According to point 5.5, each customer is permitted to create only one account on the website. Any additional accounts created by the same customer will be considered duplicate accounts, and we reserve the right to close such accounts.

Based on our records, you have used the same IP address and device to log in to our website. This indicates that the second account belongs to you.

I would like to emphasize the importance of adhering to the website's rules to which you agreed upon during the registration process.

Thank you for understanding.

7slots Casino

Casino 7 slot you are telling me about a duplicate account, I do not have any account other than my name, I find out that this is a scam since half of my withdrawals were canceled if you had another account, the regulations show that none would be canceled. withdrawal I don't understand what you're talking about this is a scam I don't have any more accounts in my name

Casino 7 slot usted me habla de una cuenta duplicada yo no tengo ninguna cuenta más ami nombre encuentro qués esto es una estafa ya que ami se me cancelo la mitad de mis retiros si uvises tenido otra cuenta en el reglamento sale que no se me cancelaria ningún retiro no lo entiendo de lo que me habla esto es una estafa no tengo ninguna cuenta más a mi nombre

Dear 7Slots Casino,

Please forward any evidence of the supposedly multiple accounts of the player to me at michal.k@casino.guru

Dear Michal,

Thank you for the opportunity to provide you with evidence.

The email has been sent.

We appreciate your willingness to investigate the situation.

Dear 7Slots Casino,

Thank you for your email, I have replied back and am awaiting further clarification to better understand the whole situation.

Dear 7Slots Casino,

Thank you for your email and the additional evidence.

Dear nato172007,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts connected with the same IP, device, cookie and using the same payment method in related accounts. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions.

I am sorry, but under these circumstances, we cannot be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru