The player from Greece had requested self-exclusion due to addiction, faced withdrawal delays, and had spins canceled after requesting a withdrawal. The casino ignored the self-exclusion request, asked for more details, and only offered a bonus on the next deposit. The issue was reviewed, but it was concluded that the casino had closed the account within a reasonable time frame, and the player was not entitled to a refund. The complaint was rejected, and the player was advised to contact the licensing authority for further assistance.
7Signs Casino - Player’s self-exclusion and withdrawal requests ignored.
Amount: €600
7Signs Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
Translation
Good evening, this particular casino ignored my request for self-exclusion due to addiction and asked me for more details. I followed up with an email stating that I was disappointed with the withdrawal delays. Below are two requests for self-exclusion due to addiction and a communication in the chat. I have been asking for my money since I requested to be banned in my initial request. This amount includes the withdrawal that I canceled. I have never seen such a delay in withdrawals before. Withdrawals are not processed over the weekend.
Furthermore, because I made a request for withdrawal, spins that I had were canceled, even though the withdrawal was also canceled. When I complained via live chat, they offered me a 30% bonus on my next deposit. I found this to be mocking. Addiction is a bad thing, a disease, a passion, and such requests should be considered immediately. I wanted to share my experience. Thank you very much.
Automatic translation:
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3 months ago
Dear alexandropoulosfotis,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:
Self-exclusion request: you can contact Support Service Team via e-mail: support@7signs.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;
Could you please forward the self-exclusion request(s) to kristina.s@casino.guru? Do you still have access to your casino account?
Thank you very much in advance.
Best regards,
Kristina
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3 months ago
Translation
Good Evening. I didn't open a new account. How did you figure that out? No, I no longer have access to the account. After my last fourth communication in the live chat they closed it. I am asking for my money back because it took a total of 3 days to close the account and they continued to send promotional offers that in the end I couldn't even use. Also my withdrawal request was delayed too much so I canceled it. I will also forward the relevant correspondence to you.
Automatic translation:
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3 months ago
Thank you for your reply, alexandropoulosfotis. Do I understand correctly that your account was closed within three days after you first requested it? Also, do I understand correctly that you lost all the remaining funds you had in your casino account in the meantime?
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3 months ago
Translation
Yes, that's exactly how it happened. I had to request it 4 times. Of course they never answered me about the refund and they insist on sending offers via sms.
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3 months ago
Unfortunately, some casinos do not offer 24/7 customer support, and/or it is not possible for them to immediately check all received emails and messages. I apologize, but we believe that the casino closed your account in a reasonable time, therefore we don't think you are entitled to a refund.
I understand that this is not ideal, and in a perfect world each self-exclusion request would be processed right away, but not all casinos are able to do so. I apologize, but there is not much we can do about it.
If you disagree with our opinion, you can always contact the licensing authority as they have more tools and options to investigate issues like this.
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.
