The player from Germany had noted discrepancies in their transaction history, specifically after the appearance of a 25€ bonus. Their account balance had unexpectedly dropped from over 112€ to about 24€. The casino had been unresponsive via live chat and email. The player had provided screenshots and evidence of their unsuccessful attempts to contact the casino. Upon receiving this information, we had reached out to the casino to facilitate communication. The issue was eventually resolved after the casino had contacted the player directly.
7Signs Casino - Player reports discrepancies in transaction history.
Amount: €112
7Signs Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello, something seems to have gone wrong with my transaction history.
My account balance was over 112€, then I won 30
cents, then it mentioned something about a 25€ bonus and suddenly my account balance
is at about 24 €???????Something doesn't seem right. I, as you can see, placed a bet of 50 cents. The casino isn't reachable via live chat and emails aren't being answered. I immediately took photos of the transaction history when I noticed the 25€ bonus that supposedly had been unlocked. The next day, this is no longer listed in the history (as you can see in the photos). By now, I'm not even shown any more for that day!All very strange.
Automatic translation:
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9 months ago
Dear tinalegill1,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered with your transaction history at the casino.
To assist you better, could you please provide more details about the sequence of events leading to the discrepancy in your account balance?
- Specifically, we would like to know if there were any notifications or messages displayed regarding the 25€ bonus that was applied to your account.
- Were your initial winnings of €112 accumulated with or without an active bonus?
- Additionally, if you have photos of your transaction history and any communication attempts with the casino's live chat or email support, please consider forwarding them to petronela.k@casino.guru for our review.
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
Translation
Hello, I suddenly had an error message (but there was no error code or anything like that) and I was kicked out of the game. When I reloaded the game the account balance was incorrect. I didn't receive any notification about a bonus and played without a bonus (i.e. real money). I sent screenshots to the email address mentioned above.
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8 months ago
Hi tinalegill1,
- Have you tried communicating this issue with the casino directly? If yes, please forward also any relevant communication.
Thank you.
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8 months ago
Translation
Hello, I have 2 emails and no answer. Live chat was not possible. The message kept coming that the chat couldn't be reached.
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8 months ago
Translation
That was the message when I switched to live chat.
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8 months ago
Thank you very much, tinalegill1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.
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8 months ago
Hi tinalegill1,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite 7Signs Casino to join the conversation and contribute to the resolution of this complaint.
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8 months ago
Translation
Good morning, the casino has contacted you. Everything is now clarified. Thank you!
Automatic translation:
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8 months ago
Dear tinalegill1,
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,
Peter
