The player from Spain formally complained about her account at Seven Play, which she had reopened after it was closed due to gambling addiction. She acknowledged her mistake but argued that the casino had not implemented adequate player protection measures to prevent her from registering again with the same personal data. She requested the permanent closure of her accounts, confirmation that she could not register again, and a refund of her deposits. The complaint was resolved after the player provided evidence of her self-exclusion and account closure requests, and she confirmed access to only one account. Eventually, the case was marked as resolved by the player.
SevenPlay Casino - Player seeks account closure and refund after re-registration.
Resolved
Our verdict
Case closed
Amount: €700
SevenPlay Casino
Safety Index:LowCase summary
Discussion
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3 weeks ago
Translation
Hello good,
I am writing to you to file a formal complaint regarding my Seven Play account and the failure to comply with basic player protection measures.
Some time ago, my account was closed due to gambling addiction, documenting my status as a vulnerable player. The closure was intended to protect me and prevent future access to the platform.
I subsequently reopened the account myself, which I expressly acknowledge. However, this account was created using the same real personal information as the previous one (same name, date of birth, and address), without concealing my identity. The only difference was the email address.
I acknowledge that I made a mistake by re-registering and I take personal responsibility for it. In fact, on the advice of my therapist, I am definitively closing this chapter of my life and have decided to file this complaint as part of that process.
However, I believe that Seven Play did not properly implement player protection measures, because:
The creation of a new account was permitted using personal data identical to an account previously closed due to gambling addiction.
No alert or block was triggered that prevented the registration.
Access to and use of the account was permitted despite the known history.
I understand that a responsible operator must have systems in place to detect duplicate accounts and mechanisms to prevent a person whose account was closed due to addiction from registering again with the same personal data.
My intention with this complaint is not to evade my share of responsibility, but to record that player protection was not adequately fulfilled, and to request that this case be reviewed to prevent similar situations from recurring in the future.
Solicitous:
The definitive and irreversible closure of any account associated with my personal data.
Written confirmation that I will not be able to register with Seven Play again.
Refund of deposits.
Thank you for your time.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear lauramartinez1452,
Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:
Self-exclusion:
If you need a break from online gambling, you can choose to self-exclude for a period that suits your needs. During the self-execution period, you will not be able to access the Website This is a personal decision and serves as an effective tool if gambling begins to feel compulsive. To request self-exclusion, please contact our support team at support@sevenplay.com with your desired exclusion period. Our team will promptly confirm the request, explain the implications of self-exclusion, and provide any additional support you may need. Please note that self-exclusion cannot be reversed until the exclusion period ends. Creating new accounts during this time is prohibited and may result in a permanent ban. Your account will only be reopened if you contact us to request it after the self-exclusion period has expired.
Could you please forward the self-exclusion requests you sent to the casino to my email at kristina.s@casino.guru? Do you currently have access to any of your accounts?
Thank you very much for your cooperation.
Best regards,
Kristina
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3 weeks ago
TranslationHi, yes, I have access to one of my accounts. I've included the self-exclusion confirmation email from October 20, 2025, in your email. I don't have the request message because it was done through live chat. However, I do have the account closure request from October 20, 2025. I've sent it to you by email.
Automatic translation:
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear lauramartinez1452,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Kristina
