RESOLVED: Slots 7 Casino sitting on withdrawal, delaying processing KYC

A few weeks ago, I received an offer from Slots7. I made my deposit, completed the playthrough requirement, and built up my balance to the maximum withdrawable amount, plus enough to cover the bonus.

I made my withdrawal request, submitted all my KYC documentation, and waited. After a couple weeks, I received an email (alarmingly titled "Withdrawal Request - Cancelled") stating that a manage needed to speak to me regarding my withdrawal, and asking me to advise when I would be available by phone. I told them I when I was available that day, but no one called. In the middle of the night, I received an email stating that they had "forwarded my details to [their] team but the manager is not available right now."

I replied again the next day, stating that I was available all day. And the day after, and the day after, etc etc. I also contacted live support in case my emails were getting lost. No one has responded to me, and it's been over a week since I received the first email.

Terrible, shady service.

Hi csw46,

Please private message me your casino username. We'll notify the casino. 

Update:

The finally called me today (I don't think it's coincidence that they called after @MelissaN said they would reach out to the casino.)

Revised opinion: This place is suspect af. I REALLY advise avoiding it.

They said they needed a different proof of address, which, fine, I sent them a different bill while they were still on the phone. Then they said it would take 3-4 days for the KYC to be approved, and then several more days before payment would be issued.

All that was fine, but here's the kicker:

They said they wanted to disburse my $1000 payment in multiple, smaller payments because it's so large "it might raise flags and cause your payment to be delayed"

... wtf?

First of all, I've been to land-based casinos. I see how much people can drop in a single night of gambling. $1000 is a pittance. And in this era of COVID, I'm fairly certain a lot of that money went to online casinos last year and earlier this year.

Second of all: Their proposal to disperse my payments as $200 a week over five weeks really makes it sound to me a lot like they're robbing Peter to pay Paul. They don't have the $1000 on hand. So they're hoping players will deposit (and lose) enough over those five weeks for me to get my payments.

Possibly with land-based casinos opening back up, their revenues have dropped a lot and that's why they're in a pinch, but their (presumed) financial woes are not my problem. My problem is they're mucking about with MY money.

Seriously, stay far, FAR away.

Thanks for posting the update, csw46.

It is stated that their cashout limit is $1,000 weekly which means that they should have paid the whole sum without dividing it into installments. That's crazy though. 

Please note that this brand is already on our warning list since they also don't have a proper gaming license. You can check the review HERE. 

We'll try to get in touch with them and ask for an explanation. 

Thanks for looking into it! (And believe me, had I known about the warnings before depositing, I wouldn't have done so.)

You can check our list of rogue casinos HERE. There is also check LCB Rogue Reports where you can check which casino is placed on our warning list and why. 

Thanks. Honestly, before I made the deposit, I had no idea this site, or casino.guru, existed. If I had, I definitely would have heeded the warnings and ratings.

Update #2: I got another call today, asking me to re-send my bitcoin address (which is actually good, because I think I sent them the SegWit address initially and apparently they need the legacy address for some reason.) Then they again tried to talk me into accepting multiple dispersements over several weeks (upping the offer to $350/$350/$300 over three weeks, instead of $200 a week) and claiming that paying me all in one lump sum would somehow interfere with their payments to their other "thousands and thousands" of players.

I finally told them I would accept payments over multiple DAYS within a one-week period, but not over multiple weeks, but that I would prefer my money all at once.

They are definitely robbing Peter to pay Paul.

Thanks for the update, csw46. That's really ridiculous. $1000 is not a big sum of money that they can't send. We've pointed out to the casino when we've sent an email that their cashout is $1000 per week and you should get your winnings at once not in installments. 

Let's see what they say. Please keep us posted. We'll also do our best to reach them. 

Thank you, MelissaN, I very much appreciate your efforts and support in this. I will definitely keep updating.

Just a brief update to say nothing has changed yet.

It's been four days since I submitted the different proof of address they requested, but on the withdrawal's page, it still says KYC isn't approved.

It's been three days since I sent them the bitcoin address confirmation they requested. Still haven't received any funds. It's now been about four weeks since I requested the withdrawal.

This is a shame. This casino and it's sister-site, Slots Villa, have the combination of BetSoft, Saucify, Rival and Dragon Gaming games that I like best.

There is one other group (Vegas Rush/Hallmark/Silveredge/etc) that has that same software selection, but they have really bad latency issues, especially on the Rival and Saucify games. They run fine in demo mode, but when playing for real money, they're incredibly slow, especially on evenings/weekends. And also it looks like people have had similar problems with withdrawals on those sites, though perhaps not quite as terrible as Slots 7/Slots Villa.

Other than these two groups, I haven't found any sites that completely offer that particular mix, that also welcome US players. I think CryptoThrills might, but I can't see what games they offer without logging in. A few will offer some, but not quite all of the games I enjoy.

Thanks for your feedback, csw46. 

The KYC takes too long. Unfortunately, we still haven't heard from them. We'll send another reminder. Please keep us posted. 

Hi csw46,

Have you received your funds? 

Hi Melissa, (sorry for not responding sooner; I didn't receive notification of your post.)

I just got off the phone with Nicholas, who identifies himself as an accounts manager at Slots 7.

He informs me that my assertions as to the casino's financial state are incorrect and damaging to their employee's bread and butter, and that their payments team stands ready to send me $500 within the next 24 hours, but that he will have leverage to convince them to bump that up to $700 (with the remainder coming next week) if I will edit my review of their casino to remove that line.

Since I can't edit reviews on the casino's page, I have posted an second review/update there, and am also posting an update here. I suppose it was unfair of me to make assertions I could not back up by hard fact. The truth is, I have no idea what their casino's financial status is, I only have the impressions they've left me with.

Thanks very much for the update. 

I'm not sure what you posted last time. Here you stated all the facts about the withdrawal and there is nothing to hide. They should pay out your winnings regardless of your post since it took too long for them to pay out $1000 winnings. That's crazy. 

We won't edit or delete anything since we never do so and you should get the whole amount you won. This might be another reason not to pay you.

We'll send them another email explaining what they shouldn't do and informing them that such business practice is not good for the reputation of their brand. 

Thanks very much for letting us know. Please keep us posted. 

Update: As of today, I have been paid in full.

I can see a number of places where a breakdown in communication on their end led to the situation.

For example, within 24 hours of making the initial withdrawal request, I received this email:

The following exchange ensued over the next several days:

What I submitted with that email was a bank statement from my Credit Union, which in the US is for all intents and purposes a bank. It's where I have my checking, savings, and credit card accounts.

I received this reply the next day:

But I didn't receive a another reply until I received the email that started this whole mess, saying that a manager needed to speak to me and then not following through on that for over a week.

Is it my fault for trying to avoid sending any more detailed personal financial information than I had to at the beginning? Maybe. But this all DEFINITELY could have been avoided if 1) Their KYC processing people knew that a Credit Union is functionally identical to a bank here in the US, and 2) They had further clarified why the credit union statement wasn't acceptable and followed up on their communication in a timely manner instead of making me wait for days with no reply.

But in the end, I did get paid and they did make an effort to make it right.

Thanks a lot for letting us know, csw46. We do agree with your points and I hope they will do better in the future and payout their players so they don't need to file complaints on forums. Glad it has been sorted.