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Good morning! This is my second complaint, as my first one was ignored. I have made earnings on the platform and requested a withdrawal, following the guidance to break down the value. I have made several withdrawals of R$160, of which only five have been paid. However, the platform has stopped making payments, and each time I contact them, they ask for patience, citing an internal review without setting a deadline. This shows a complete disregard for the customer. It has been a month since my first withdrawal request, and today I was informed about a new review. Unfortunately, this is a website with no credibility.

Bom dia! Esta é a minha segunda reclamação, visto que a primeira foi ignorada. Obtive ganhos na plataforma e solicitei o saque, seguindo a orientação para fracionar o valor. Realizei diversos saques de R$160, sendo que apenas cinco foram pagos. No entanto, a plataforma parou de efetuar os pagamentos, e a cada contato realizado, me solicitam paciência, mencionando uma análise interna sem estabelecer um prazo. Isso demonstra total desrespeito ao cliente. Já se passou um mês desde da minha primeira solicitação saque, e hoje fui informado sobre uma nova análise. Infelizmente, trata-se de um site sem nenhuma credibilidade.

Dear guilhermeerdex2012,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with 7Slots Casino. I have checked the data in our system and I don't see any other complaint submitted by you. There might have been some technical error, so I apologize. Now, let's get into this complaint.

Could you kindly specify how many withdrawal requests you currently see in your account as pending? You may send us a screenshot here.

Could you please confirm if you passed the full KYC verification?

When was the last time you communicated with customer support regarding the issue with your withdrawals and the internal review?

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

Best regards

Veronika

23 withdrawals were made, of which only 5 were paid, in which the platform itself requested the cancellation of a single-value withdrawal, advising to split it into several withdrawals of R$160. Following this instruction, I placed the order. The total in the account is R$ 3700.00

Foram realizados 23 saque, onde foi pago apenas 5, nos quais a própria plataforma solicitou o cancelamento de um saque de valor único, orientando a parcelar em diversos saques de R$160. Seguindo essa instrução, fiz o pedido. O total na conta é de R$ 3700,00

My account is already verified. The last time I contacted support was yesterday, where I was informed that it had been subjected to a new internal check, and the website is over 20 days old with this same information.

Minha conta´ já é verificada. Ultima vez que entrei em contato com suporte foi ontem, onde fui informado que foi submetido ao uma nova verificação interna, sendo que o site já tem mais de 20 dias com essa mesma informação.

Thank you very much, guilhermeerdex2012, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi guilhermeerdex2012,

I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear 7Slots Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what is the current status of the player's withdrawal requests and what is the nature of new internal checks?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Good morning! I would like to inform you that the site has returned to pay, but it is deposited per day. So you still have a balance left!

Bom dia! Gostaria de informar que o site voltou pagar, mas tá depositado por dia. Portanto, ainda tem um saldo restante!

Thank you for the updates, guilhermeerdex2012. Could you specify how many withdrawals you are waiting to get?

Dear guilhermeerdex2012,

Thank you for your patience.

Upon review, it appears that the withdrawal amount limit has been set by the payment provider. I'm pleased to inform you that almost every transaction from our end has been successfully processed.

I noticed that you initiated new transactions on 2024-02-03 and 2024-02-04.

Rest assured, these transactions will be processed in the nearest time as well.

Once again, thank you for your understanding and patience.

Please be assured that we are making every effort to expedite the withdrawal process from our side.

If you have any further questions, please do not hesitate to contact us.

Best regards,

7slots Casino

Thank you for the confirmation, 7Slots Casino.

Dear guilhermeerdex2012, please let me know when you receive all the requested amount. I'll keep your complaint open until you confirm your withdrawal has been successful.

Ok, as soon as the deposit is made, notify the platform!

Ok, assim q todo depósito for realizado, aviso para plataforma!

Unfortunately, the site did not pay today, when I got in touch, I was informed that I had been subjected to another internal assessment, which had already been done on my account.

Infelizmente o site não pagou hj, ao entrar em contato informou q fui submetido à outra avaliação interna, sendo que já foi feita na minha conta

Dear guilhermeerdex2012,

Have you received your withdrawal from the casino yet?

The site unfortunately stopped paying, informed that for the second time my account is under internal verification. Therefore, I have a balance of R$ 2175.00 to receive....

O site infelizmente parou de pagar, informado que pela segunda vez minha conta está verificação interna. Portanto, tenho um saldo de R$ 2175,00 pra receber....

Thank you, guilhermeerdex2012.

Dear 7Slots Casino, would you please explain why it is necessary to conduct any further verifications? Previously, you mentioned that the payouts were about to be processed.

Dear guilhermeerdex2012 and Natalia,

We have checked the status of the withdrawal request.

As I can see, there were a few new transactions created on 2024-02-15. According to the rules of the website, withdrawal periods are calculated from the date of the last withdrawal request.

I can assure you that we are doing our best to process withdrawal requests as soon as possible.

Additionally, two more requests were processed yesterday.

At this stage, we kindly ask for your patience.

Best regards,

7Slots Casino

Thank you, 7Slots Casino.

Dear guilhermeerdex2012, please let me know if you have already received the disputed amount from the casino.

There are 895 left to be processed, but the site deposits again every day. As soon as the site finishes paying these 895.00 reais, I will notify you

Falta 895 a ser processado, mas o site voltou a depositar todo dia. Assim que o site terminar de pagar esses 895,00 reais aviso

I wanted to thank you, and inform you that the site has paid the entire outstanding balance!

Queria agradecer, e informar que o site pagou todo o saldo pendente!

Dear guilhermeerdex2012,

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,

Natalia

Casino.Guru