7Star Casino - Player's account has been blocked.

They blocked and took the funds even though I did nothing criminal.

Dear vanya.tkach,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino confiscated $630? Has the casino provided any reason for blocking your account? Have you accumulated these funds with or without an active bonus, please?

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

Best regards,

Kristina

They blocked the account and said that I was a scammer and that was all. So there was 630 dollars in the account.

I DID NOT TAKE BONUSES

this is a bookmaker called https://7star.casino/en-us/promotions/welcome-package I played like this so you wouldn't be mistaken

Thank you very much for your reply, vanya.tkach. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They only have live chat!!! And I have no correspondence with them, which is due to the fact that they told me that I am a scammer and closed my account. They did not give me any explanation. They only said that I am a scammer and our company closes the account and takes all the money ((((

Thank you very much vanya.tkach for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Thank you.

Hello, vanya.tkach,

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

Dear 7Star Casino Team,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? What next steps should the player take to get his account unblocked and verified? If there is any suspicion of breaching the casino's Terms and Conditions, is the casino able to substantiate its decision with sufficient evidence?

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

Thank you in advance for providing the information.

My account is verified!! I am not a scammer. And how is it possible to take my money and still block the account!

Alright, I understand. Thank you for your clarification. Let's wait for the casino's response.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

What casino does not suit you?

I am sorry, vanya.tkach, but I do not understand the question.

We ask the Casino to respond to this complaint. We extend the timer by 7 days. If the casino does not respond within the specified time, we will close the complaint as "unresolved".

1 WEEK AGO

OK, I understand. Thank you for the clarification. We are waiting for the casino's response.

A casino or a player has (as standard) 2x 7 days to respond. What is not clear, please?

Dear vanya.tkach,

I was in contact with the casino. Unfortunately, the casino's representative provided me with information that the casino cannot share any details with me. I received only information that the casino's Fraud Team has detected possible manipulation of data on the documents you have sent over to the casino. Then, the casino stopped responding.

Since we have not received any relevant evidence from the casino regarding its decision, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more possible way how you can try to get your winnings back - to file a complaint with the gaming authority the casino is regulated by - Gaming Curacao. It is possible to file a complaint via the official website (http://www.gaming-curacao.com/) and using a "Contact" button or by sending your complaint to info@gaming-curacao.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

If there is any progress with your issue or you need help, please let me know at branislav.b@casino.guru.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Can you tell me how to do everything correctly? Where and how to write.