7Signs Casino - The player's account got closed.

Hello. I won a large amount of 3.389 euros in the casino. They refused to pay me and closed my account. Based on the fact that I did not pass verification and violated paragraph 9.1. But I did not violate anything. When I wrote to them, tell them the reason they answered you did not pass verification .All the documents handed over to him were reliable.

Hello SERZ15,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7Signs Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you speak to the casino and what was it about?

Did they specify why did you fail the verification?

Looking forward to your answer.

Regards,

Nick

Hello. They don’t answer me which documents passed and which didn’t. They answered me that you didn’t pass the verification according to section 9.1. I read the section and I didn’t violate anything in it. they also answer you didn’t pass verification according to threshold 9.1 and that’s it. Yesterday I wrote to them in the chat, the operator cannot explain the reason, he says write to the support service.

Hello. I want to know about my question and account closure?

Hello SERZ15,

Can you please forward the communication between you and the casino and any additional evidence to nikolas.b@casino.guru?

Hello. yes, I sent two letters to the specified mail with correspondence.

Thank you SERZ15 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Спасибо.

Hello, SERZ15,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 7Signs Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 7Signs Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and complete the verification? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

А что если казино не даст ответ?

Dear Casinoguru Team,

We have sent the explanation/evidence to your email.

Thank you for your co-operation!

Sincerely,

7Signs

Dear 7Signs Casino Team,

Thank you for your email and the provided data and details.

Could you please look at my last email and provide me with the requested answers and details?

Dear Branislav,

Thank you for getting back to us.

We responded to your last email.

Thank you for your co-operation!

Best wishes,

7Signs

Thank you, 7Signs Casino Team, for your email and additional details.

Dear SERZ15,

I was provided with the data that show you earlier registered an account in one of the 7Signs Casino's sister casinos. It would not be a problem at all. But with the same email address, there were different personal details used.

Can you please explain to us why you registered in online casinos with different identities? Are you aware that registration with someone else's personal details is strictly forbidden and it means you breached the casino's Terms and Conditions?

What games did you play in your account? Did you play with any bonuses? If yes, which bonuses did you use?

Здравствуйте.Уменя много есть онлайн Саитов казино но я никогда не регистрировался под чужими Именами.Я знаю что с чужими именами нельзя регистрироваться.А не мог кто-то воспользоваться моей почтой,ведь для того чтобы зарегистрироваться необязательно иметь доступ к почте.На 7signs я играл Book of aztec.Я практически некогда не пользуюсь бонусами так как понимаю что отыграть их невозможно.Я не пользовался бонусами.Хотелось бы узнать названия казино где якобы есть другие данные но с этой почты?Хотя такое не возможно я всегда данные указываю правильный.

Dear SERZ15,

Yes, your email that was used for registration in 7Signs Casino was also used in 5Gringos Casino, but with different personal data. However, there is also another connection between you and the person who registered in 5Gringos. You obviously know the person who registered in 5Gringos with your email.

What was the purpose to register in these online casinos using different personal data?

What games did you play most in 7Signs Casino? Did you use any bonuses? If yes, what bonus(es)?

Здравствуйте.Я не регистрировался на 5Gringos с чужими данными.Уменя есть там свой аккаунт.Еслибы мне сказали бы на какое имя и данные зарегистрированы? Может кто-то из моих знакомых использовал мою почту.в 7Signs я играл в book of aztec.Я не использовал никакие бонусы.

Здравствуйте.Я узнал что мой знакомый без проса воспользовался моей электронной почтой без моего разрешения.И зарегистрировался на сайте.Он мне объяснил тем что не хотел чтобы на его почту приходили всякие предложения об акциях. Он готов подтвердить что к этому я ни причастен.

Dear SERZ15,

Although it would be extremely hard to prove your claims about the account in 5Gringos, there are still some open questions and unclear circumstances surrounding these accounts. Therefore, I would like to clarify the situation with the casino once again.

Dear 7Signs Casino Team,

After reviewing all the data provided and after an internal discussion with my team, I would like to ask you to look at my last email regarding this complaint and provide me with the requested details.

Здравствуйте.Не могли бы вы написать какие вопросы и неясности остались?

Hello,

Once I have all the necessary information, you will be informed.

Currently, we are waiting for the casino's reply via email.

Thank you for your patience and understanding.

Dear Casinoguru Team,

Thank you for reaching out.

We have responded to your last email. Please let us know in case you have further questions.

Sincerely,

7Signs

Dear 7Signs Casino Team,

Although not all of my questions were answered, other ones arose.

Could you please look at my last email and provide me with the requested details?

Dear Casinoguru Team,

Thank you for reaching out.

We have responded to your last email. Please let us know in case you have further questions.

Sincerely,

7Signs

Greetings all,

Thank you, 7Signs Casino team, for your email. I replied to it a while ago. Currently, I am waiting for additional answers and details.

Dear SERZ15,

In the meantime, I would like to ask you a few questions.

What was the purpose of signing up in 5Gringos by your friend with your email and the same username? Do I understand correctly that he has a password to your email and you share the same email address? Although it does not make sense, can you please also explain how is it possible the same username was used in 5Gringos?

Do you share anything else with your friend or another player? Is there a possibility that you received a payment from your friend or another player to the payment method used for deposits to the casino, or that you used someone else's money to play in the casino?

Здравствуйте.Я незнаю почему он использовал такое же имя.Нет пароля у него нету.Я играл на своем телефоне был момент что я забыл у него свой телефон а пароль мог быть сохранен на устройстве или открыта страница почты.На то что было такое же имя он сказал чтобы не узнал кто-то что он играл в казино а именно супруга поэтому он использовал мою почту и имя пользователя.Я говорю что играю в казино друзьям и в какие сайты казино.Нет я ничего не получал.Чужими деньгами я не пользуюсь.Как можно использовать чужие деньги без ведома это же воровство.

Бывало я одалживал деньги другу но куда конкретно он тратил я не интересуюсь.

Thank you for the additional information, SERZ15.

Basically, using someone else's money was explained in my question. If you, for example, received a payment from your friend and then made a deposit to the casino, it could look suspicious, and it would not be without his knowledge. However, for now, it is still not clear what would be the reason or advantage to play in this way.

Dear 7Signs Casino team,

Just reminding you that I am still waiting for a reply to my last email sent on March 23.

Looking forward to hearing from you.

Здравствуйте.Если что я могу попросить выписку у друга или мою где все транзакции будут видны.Токо мне нужен период за какой не обходимо?

Dear SERZ15,

No statement is needed. You already had to provide a bank statement to the casino upon verification.

Honestly, your explanation does not make sense, and there are reasonable grounds to believe we are talking about one person who registered/used both accounts at 5Gringos and registered an account at 7 Signs Casino. As you might know, using someone else's identity or failing in verification means a serious breach of the casino's Terms and Conditions. However, it is not clear what was the purpose and what advantage could be obtained by playing in this way.

As mentioned, I am just waiting for the casino's response to my last email and will discuss the case internally with my team in the meantime. I will let you know the results when both of these events are done.

Здравствуйте.Я два аккаунта в 5grinos не регистрировал потому что знаю что два аккаунта запрещено регистрировать.Мне смысла нету регистрировать , потому что при выводе средств надо проходить верификацию.Я регистрировал в каждом сайте по одному аккаунту.

Два аккаунта в 5grinos я не мог создать так как даже для регистрацию нужен персональный код человека.Мой знакомый сказал что регистрировал все его данные он тока воспользовался моей почтой и логин такой как умения.Он даже не использовал чужую личность тока электронную почту.А самое главное в 7 signs мой аккаунт я не регистрировал два аккаунта на 5grinos, почему тогда меня заблокировали и отказываются в выплате средств?

А разве отказ в выплате средств ето не нарушение?Я не вижу своей вины так как я не использовал чужие данные а мой знакомый использовал токо мою почту.

Dear Branislav,

Thank you for your patience.

Please be informed that we replied to your latest email.

Best regards,

7Signs.com

Dear SERZ15,

After gathering all the necessary information and after having an internal discussion with my team, we decided to close this complaint as unjustified - as was already mentioned, there are reasonable grounds to believe we are talking about using someone else's identity to register in 7Signs and/or 5Gringos Casino. It would be very hard or even impossible to prove anything else. Especially if there were suspicious payments between these players.

Successful verification is a must in most online casinos, and the personal information provided must be true and in the player's name. Unfortunately, the casino and its sister casinos are owned by the same company, and all of them have access to the data filled in by players, and the account in 5Gringos even has not been fully verified. Therefore, we understand the casino's attitude and suspicions regarding your identity. Although the account in 5Gringos could have been made by your friend, it does not make sense, and it is one of the reasons why we agree with the casino's decision. The casino acted in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 7Signs Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru