7 Reels Casino - Player’s account has been disabled.

I want 7reels casino to release my winnings, after finishing wagering I submitted all required verification documents, then they all approved, and I made requested deposit to able my withdrawal request...is only after a week when I find that my account is blocked without any communication...and I my winnings still trapped in account, I really disappointed by the way this casino mistreating people without any communication and this make them untrustworthy towards clients and for sure they still gonna treat others the way they did...was not easy to finish wagering there but at the end they fail to pay out, if they wanted to disable this account was fine to do that before they approved my documents and before they took my deposit money., so now is their turn to pay out my winnings.

Dear Pertunia,

Thank you very much for submitting your complaint and forwarding the screenshot. I’m sorry to hear about your problem. Since I’ve just published your previous complaint regarding the same issue in a  different casino, please allow me to ask you the same questions again, so I can understand the whole situation completely. Could you please advise if you have you completed the account verification successfully in the past? Have you redeemed any promotional offers previously from this casino? Additionally, please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address as yours?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Is not long time I started playing online casinos and the phone I'm using now I bought it from somebody as second-hand since my phone broken, but is mine now and and don't how it was used before and don't know how he was using it before as was not my place to know, no one in my family is playing with this casino, and again I never open and verified my accounts before, is my first time signed up and verified my account with 7reels casino.. they have verified my documents including ID document and my proof of address, even in their files is only me with that address, no other person.

Thank you very much, Pertunia, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks Petronela, will wait for the process...and for 7reels casino to release my winnings.

I would like to ask 7 Reels Casino to join us and help us resolve the player's issue.

Ok will wait, thanks

Hello,

Thank you for reaching out to us!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that 7reels Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, 7reels Casino may block regular or tournament play and/or prize distribution.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

7 Reels

I think was better to get real explanation why the disabled my account and proof of what they saying, because I have verified only one account with this casino, not cut and this already edited statement, this is just cut and paste. I'm complaining for the real issue here, what they sent now here is same as what they responded on my email the time I asked to know why my account is disabled, they never tell real reason.... otherwise this way they responding we will discuss unfinished story, this is like a "Merry go round situation" is when they want to run around with my winnings.

This is really painful and stressed to be treated like this by casino, while they supposed to give support to their players...they show how they really don't care... instead they just disable players account with winnings inside, without any communication.

Dear Pertunia,

You mentioned that you have verified only 1 account, but could you please adives if you have registered more than 1 account in the casino?

Yes I verified 1 account with 7reels casino.

I never sent my documents, more than 1 time for verification at 7reels casino, is only once and for only one account that they verified.

But did you create more than 1 account in the casino? Did you register multiple times?

Answer still no I didn't do that, as I mentioned before.

I would like to ask 7 Reels Casino, if they could provide us with relevant proof of their statement. Could you please forward it to nikolas.b@casino.guru? Thank you in advance.

Dear Pertunia,

After we received proof from the casino we are now forced to reject your complaint. It clearly shows that you have created multiple accounts in the casino (verified or not). It's a clear violation of the casino terms so we can't help you out in this case. Please always read all the terms and conditions in every casino before you register. I'm sorry we could not help you more. Do not hesitate to contact us if you will come across any trouble again in the future.

Best regards,

Nick

Casino.guru