The player from Germany has been banned from two casinos administered by the same company. The player used funds derived from a previously closed account belonging to a different person to deposit at the casino, which is in violation with the terms of use and therefore we have rejected the complaint.
7Signs Casino - Player’s account was blocked.
Amount: €1,000
7Signs Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
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Dear Casino Guru Team,
I've been simultaneously banned at this casino
because the administration of this casino is the same as that of 5GRINGOS CASINO
THIS CASINO CAN'T TELL ME WHY I WAS BANNED
there's also 1,000€ awaiting payout
I RECEIVED CONFIRMATION FROM SEVERAL LIVE CHAT STAFF MEMBERS THAT MY FIRST PAYOUT WILL BE MADE TODAY, ON 08/11/23
I was banned for no apparent reason
I'm told to wait for the email for verification, but I can't log in to my account
And I haven't received any email
Both my username and email address are the same on both casinos
PLEASE HELP ME RESOLVE THIS
I'VE DONE NOTHING WRONG AND I CAN PROVE IT
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8 months ago
Dear Sabrina61,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 7Signs Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
- Did you achieve your current balance with or without an active bonus?
- Could you please share any communication you had with the casino regarding the issue? Send me the information to tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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8 months ago
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I deposited €50 with 150% bonus I won real money during this time and canceled my bonus
I wanted to withdraw €100 first but then I decided to keep playing and was lucky enough to win €1000
I played my favorite game Razor Shark the most
I was supposed to receive my first payout on Friday 08/11/2023, no verification was necessary
when I was blocked by 5 gringos in their partner casino on Friday, the casino also blocked me
without them being able to tell me why they blocked me
I was banned from your partner casino because of Terms and Conditions 9.1. I have also opened another complaint here on Casino Guru so that the topic does not get confused and this case will also be clarified by your colleagues
I didn't do any fraud I'm in the process of proving everything I have several proofs
apart from that I've been playing for a short time and I don't know anything about these things that I've been accused of
I have played at several casinos that belong to this license and administration as I mentioned in the other complaint
I have withdrawn and deposited funds
in the transfer you can see everything clearly
I have received funds from the same account belonging to this administration and I have lost funds belonging to this administration
and i have never had these problems
I have always played under this administration belonging to these casinos I am registered at several casinos belonging to this administration and I have never done anything wrong I have complied 100% with their rules
apart from that i always asked in the live chat before i played if i can deposit and play without getting any problems for my own safety because i saw here that many people are just blamed the staff can not really understand themselves why i got banned there must be some misunderstanding and i want to get my 1000€ from this casino which is in payout 500+500 please help me
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8 months ago
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As I have told you several times
can i send you proof
THE EVIDENCE CLEARLY SHOWS THE TRUTH
they show that I played under this administration
like i won and lost
Bank details of these casinos that belong to the same company and have the same bank details clearly prove that I have deposited and withdrawn funds without being blocked
I've been accused of something like this for the first time and I can prove everything that I didn't do something like that, if it were like that I shouldn't be allowed to play in any of these casinos because it's absolutely forbidden to do something like that
these are harsh accusations that the company is accusing me of
I would like to advise the company and management that I expect a good and reasonable apology for this unfortunate and mistaken decision
after all, I am not a scammer and cannot understand this situation at all
I don't want to badmouth a casino or talk bad about it, but nobody should put up with that
that's my honest opinion
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8 months ago
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DEAR CASINO GURU TEAM
I am being lied to and scammed by this casino
I have now learned 3 different reasons why my account was supposedly closed
1 reason duplicate account
2 reason no verification passed
3 reason administration decision AGB9.1
all reasons and allegations are lies
I recorded several conversations where the employees in the chat confirm that they are lying
they said to pay my money without verification required
they said that my account and details have been checked by the department and that my account is not found to be a duplicate
they told me to verify myself so I can receive my payouts
they asked me to write several emails but they don't answer
here with I warn every player please do not play on these sites belonging to this administration
they find all reasons not to pay out their funds
the live chat talks something different every 5 minutes first they promise they will get their money then it asks them to verify themselves then they find several reasons not to pay them out
THAT'S CHEATING
I can confirm all the conversations that I have recorded
this is unbelievable how they lie and cheat their customers
any player who intends to play here can contact me i can show any player who intends to play on these sites the conversations
so that no one is cheated and lied to here
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8 months ago
Thanks for your messages.
I can see the live chat representative informed you the casino identified a duplicate account.
Were you informed about breach of casino terms and conditions (point 9.1.) via email or live chat? Could you please send me a screenshot, email or a chat transcript of these accusations?
Please send them to my email tomas@casino.guru as well.
Thank you in advance for your reply.
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8 months ago
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hi Tomas thanks for your answer
I didn't get an email about being banned
I only have evidence from live chat
I just got the email that my withdrawals are being paid out and are being processed
I would like to draw your attention to the fact that other conversations have shown that the live chat only tells lies
and doesn't want to pay me my winnings
They have now given me 3 different reasons why I was blocked
I have mentioned all the reasons to them several times
I have also submitted several conversations to them that prove that the live chat is lying
to a conversation they say i was blocked because of 9.1
on the other hand they say that I did not pass the verification and I was never asked to do a verification
on the other hand they say I have a duplicate account
when i asked the casino to check my account they said i don't have any other accounts with them
you have checked my data you have not found another account that belongs to me and my data
of these things that I tell you, I have recorded all conversations so you can see how I am being lied to and cheated on
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8 months ago
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TOMAS Please check my email, you can see attached all the recorded conversations attached
I have sent you all the proofs also as a PDF file
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8 months ago
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The live chat staff are not real the live chat agents use different names on other sites but their pictures are the same
it is unbelievable what i get to see
I asked another casino with the same administration why I was blocked ATTENTION ⛔️ HOLD DOWN
ANSWER sorry we are not allowed to tell management decision
but here at 7signs and at 5 gringos they are allowed to tell me why i am banned because i have to get money from these casinos so they have to make up reasons which are lies and fraudulent
it is absolute fraud what is going on here i can't believe my eyes how can this be allowed please i live in germany a legal country
can someone please answer this for me
I'm really full of emotions really and if this doesn't have a good ending I'll find more things and badmouth these casinos everywhere my whole life I can swear it's enough slowly I'm getting sick 🤢
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8 months ago
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The live chat staff are not real the live chat agents use different names on other sites but their pictures are the same
it is unbelievable what i get to see
I asked another casino with the same administration why I was blocked ATTENTION ⛔️ HOLD DOWN
ANSWER sorry we are not allowed to tell management decision
but here at 7signs and at 5 gringos they are allowed to tell me why i am banned because i have to get money from these casinos so they have to make up reasons which are lies and fraudulent
it is absolute fraud what is going on here i can't believe my eyes how can this be allowed please i live in germany a legal country
can someone please answer this for me
I'm really loaded with emotions really and if this doesn't end well I'll find more stuff and badmouth these casinos everywhere I live my whole life I can swear it's enough I'm getting sick
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8 months ago
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Dear Casino Guru Team, I expect an answer from you as soon as possible. Kind regards, Sarina *****
Edited by a Casino Guru admin
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8 months ago
Thank you very much, Sabrina61, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
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Thank you, I see that Thomas is taking care of my complaint
That's great
dear Peter dear Casino Guru team
no matter what you need please let me know i can provide anything for you
conversations from
live chat
Evidence of won funds belonging to the same administration
Deposits
Payouts that also belong to the same administration
my identity my address my bank statement
please let me know
and she too dear Peter
please read my complaint carefully so you understand thank you
Yours sincerely, Sarina Heuer
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8 months ago
Hello there,
Thank you Sabrina61 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask 7Signs Casino for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve this issue.
Thank you!
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8 months ago
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Thank you Peter
I want to mention again
I played on my best friend's IP address
I played on the devices I bought from her previous fiancé
I played about my own identity
I played through my own bank connection
I played with my own money
I really don't know what I did wrong now
I have all the evidence for that
I have proof that I have been paid out by many casinos that are under this license and administration
there is absolutely no point in accusing me of such a thing
I would like to mention again that I received confirmation in live chat that I can play. My account was checked beforehand and confirmed that I could play
it just has to be around
act in error
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8 months ago
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I would like to mention that I am currently still playing in this license, I am losing money every day
I pay at least every day
100€ also under this license with the same administration and the same address 
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8 months ago
Dear all,
Thank you for reaching out.
Please be informed that we sent an email to peter.c@casino.guru. Looking forward for your reply!
Best regards,
Customer Support
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8 months ago
Translation
thank you very much for replying
Peter, can I please know what kind of email you received
why is it kept so secret?
There is no evidence that I was ever banned
if it were, the other casinos would ban me first, which is part of their administration and license
I have played at several casinos that are under their license and administration with the same live chat agents
I registered with the same email address
registered
I played with the same devices
I played from the same IP address
I have received several payouts pertaining to their administration and license
my accounts have been checked by the administration and by their managers
At the latest with each payout, the account is checked by the administration
the administration decides on the payment
the administration has repeatedly confirmed my withdrawals to me several times
I have bank statements that prove this, I would like to draw your attention to the fact that I have several pieces of evidence
live chat
Deposit same account
Payout same account
this bank account belongs to their administration
I have proof that they keep inventing new things to keep my winnings from being paid out
at first they didn't know why i was banned
Secondly, they said that I was blocked by the administration and that there was no reason for me to accept the decision
thirdly, they said that I had a duplicate account, i.e. a duplicate account
although they have confirmed to me several times that I do not have a duplicate account with them
I have all the evidence
I have received confirmation several times that I will receive my payments, I can prove everything
I want to say it again I can't have done anything wrong
I played exactly as I played at their partner casinos that are under their management and license
I got cashed out I played about my own identity just like I did with them
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8 months ago
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How can such a misunderstanding be tackled
I paid out funds 2 weeks earlier through the same administration
I can not understand this
I played normally
I deposited money into my bank account
I played with my money what belongs to me
I played with my dates
I played with my own identity with my official data
I played with my devices that I bought with my money
I played on my best friend's IP address
I deposited the money via my mobile phone via online banking only I have access to my player account
only I have access to my bank account
only I have access to my devices
only I have access to all passwords
my passwords are different
only I have access to my email account
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8 months ago
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I can also have registered via my mobile phone
because my best friend's WiFi is stored on my devices and was on and my own internet was on at the same time
I can also have played on my mobile phone, my reception from my telephone provider is not so good, my best friend's WiFi was on and my own internet was also on while playing, so I can't tell you 100% which internet I played exactly
but it doesn't change the fact that I played under my own identity I do not share passwords or accounts belonging to me I played entirely under my own responsibility
i am 33 years old
I'm not a little girl anymore
I am a grown woman
and I certainly won't let myself be fooled with accusations I didn't do
I explained the whole situation to them. Evidence I have from the conversations shows that I am being lied to and that everything I am accused of is fabricated
it's about 2000€ in total
€1000 at 7SIGNS Casino
€1000 at 5 Gringos Casino
I previously paid out funds in casinos that belong to the same administration and license
1000€ at SG Casino same company with the same administration same system same employees in live chat
so I can't understand this misunderstanding that I'm being accused of at all
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8 months ago
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Please prove to me everything I wrote one thing that is a lie about it
everything I wrote is the truth
I can prove everything I wrote
i can prove any situation
there is no reason for them to ban me and confiscate my winnings
maybe they have the right to freeze my accounts and ban me from their casinos
but they do not have the right to confiscate and confiscate my winnings
my winnings are from game providers that I was lucky enough to win, they have no right to do so
other than that, their management has paid me funds at other casinos I've mentioned
my data my identity has already been checked beforehand
I have evidence showing that I have received money from their administration. Bank statements showing that I have received my winnings
I have deposited and lost funds at several casinos they manage
I ask Casino Guru to solve this misunderstanding so that I can receive my winnings
I have been waiting for these payouts for a very long time and I am very dependent on them I need the money
please help i explained everything several times
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8 months ago
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Please leave all uploaded pictures of me on public for everyone to see
I'm being scammed here as you can see
I also have proof of how the company and the same administration paid me funds in other casinos belonging to the same company
you can see everything i didn't do anything wrong
I would like to have my winnings paid out
Please Casino Guru do something about this fraudulent behavior
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8 months ago
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Here you can see all deposits and withdrawals that belong to this administration and casinos
you can see that I have been paid out funds
you can see that i have deposited funds
all payments through the same company with the same administration belonging to the casino
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8 months ago
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It was even talked about that I can remove this blocking
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8 months ago
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You can see all the conversations it happened exactly as I explained to you several times
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8 months ago
While we strive to provide prompt responses, please understand that we handle over 800 complaints simultaneously, necessitating thorough investigation and analysis for each case. You may have noticed the timer in the top right corner, which allows each party involved seven days to reply. Sending daily messages will not expedite the process; in fact, it may have the opposite effect.
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8 months ago
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I'm very sorry I wasn't aware of that
I want to apologize for that
i just wanted to clarify all the information so it can be checked carefully thank you for your understanding and your work
I look forward to your careful investigation and feedback at the same time
Kind regards Sarina
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8 months ago
Dear Sabrina61, I was in contact with a casino representative and was shown evidence that you used funds from a previously closed account belonging to a different person to deposit at one of the casinos. This is prohibited as per the casino's terms of service and therefore we will be unable to help you further in this matter. Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not 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.
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