7Signs Casino - Pelaajan voitot on takavarikoitu.

SUMMARY OF COMPLAINT

I am submitting this complaint because 7Signs has voided my entire account balance of €4,511.55 and declined my withdrawal, citing a breach of their First Deposit Bonus terms. I dispute this decision on the following grounds.

WHAT HAPPENED

I made a first deposit of €250 via Skrill. Following my deposit, 7Signs automatically credited a 100% First Deposit Bonus of €250 to my account without any warning, rejection, or notification that my deposit method was ineligible. I then played through the balance and my account grew to €4,511.55. I submitted a withdrawal request.

On 26 March 2026, 7Signs declined my withdrawal and voided my entire balance, claiming that my Skrill deposit did not qualify for the First Deposit Bonus under clause 8 of their Terms and Conditions, and that all remaining funds were derived from bonus balance.

WHY THE CASINO'S DECISION IS UNFAIR AND UNSUPPORTED BY THEIR OWN TERMS

I have carefully reviewed the Terms and Conditions provided by 7Signs for this promotion. Clause 8 states:

"Deposits made with Neteller or Skrill do not qualify for this promotion."

This clause addresses bonus eligibility only. It does not state anywhere that if a Skrill deposit is mistakenly credited with a bonus, the casino reserves the right to void the player's entire balance. There is no term, clause, or condition in the bonus T&C that authorises 7Signs to confiscate €4,511.55 from a player's account under these circumstances.

The casino's own system credited the bonus automatically after my Skrill deposit. I did not misrepresent my payment method, I did not request the bonus manually, and I was given no indication at any stage that my deposit was ineligible. The bonus appeared in my account and I played in good faith.

If 7Signs wished to enforce clause 8, the appropriate action was to decline the bonus credit at the point of deposit and notify me. Instead, they allowed the bonus to be credited, permitted me to play for an extended session, and only invoked the Skrill restriction after I attempted to withdraw winnings of over €4,500.

Furthermore, during a live chat on 26 March 2026, a 7Signs support agent (Enna) explicitly confirmed that my withdrawal was "in queue for processing" by the Finance Department. Hours later, the balance was voided in full with no prior warning.

This is a deliberate administrative action, not an automated bonus expiry. The entire balance including any real money component was removed in a single transaction.

SUMMARY OF PLAYER POSITION

1. Clause 8 of the bonus T&C restricts bonus eligibility for Skrill deposits. It does not authorise the voiding of a player's full balance.

2. 7Signs credited the bonus to my account automatically their system error, not mine.

3. No warning was given at any point that my deposit method was ineligible.

4. A support agent confirmed the withdrawal was being processed before the balance was voided.

5. The casino has applied a remedy full balance confiscation that has no basis in their published Terms and Conditions.

---

RESOLUTION REQUESTED

I request that 7Signs reinstate my balance of €4,511.55 and process my withdrawal in full. At a minimum, I request the return of my original deposit of €250 and a fair assessment of what portion of the balance constitutes legitimate winnings.

I have attempted to resolve this directly with 7Signs via email (ref: [5D5R94-GD242]) and live chat, without satisfactory outcome. I am now seeking Casino Guru's assistance in mediating this dispute.

I am happy to provide screenshots of the transaction log, the live chat transcript, and the email correspondence as supporting evidence.

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.

Dear Shannnanigens,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal issue with 7Signs Casino.

To better understand your situation and assist you more effectively, could you please provide clarification on the following questions?

• Can you confirm the date and time when you made your first deposit and when the Bonus was credited to your account?
• Were you notified of the bonus being credited to your account before or after the deposit?
• Did you receive any communication from 7Signs regarding the eligibility of your bonus or deposit method?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

15/3 march

it was autoamtic there i played with real money I didn't know I got any bonus actually.

no nothing.

Thank you for your reply and for providing the previous details, Shannnanigens.

• Have you kept any records of your correspondence with 7Signs (including emails and chat logs)?
• Do you have any screenshots of the error message or rejection that cites the Terms and Conditions related to your bonus?

Please provide any additional communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

No all was good they ok to let me play and lose the money. There was no pop up all was automatic.

I think with the rules of casino guru they should give the bonus if I deposit with a method that is not allowed it's entrapment.

Dear Shannnanigens,

Thank you for your reply and for providing the previous details.

• Could you please post a screenshot of your transaction history here in this thread?
• Additionally, kindly provide the above-mentioned live chat transcript and any email correspondence as supporting evidence.

You may either upload the screenshots directly to the thread or send all documents to me at petra.h@casino.guru.

Without sufficient evidence, I am unable to proceed with your case.

Thank you again for your cooperation.

Dear Shannnanigens,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi could you check please.

Dear Shannnanigenscaoticcrawfish77,

Thank you for your clarification. To proceed with the case, I will need a few more details:

• Were you informed at any point that the bonus terms and conditions would still apply even after completing the wagering requirements?
• Could you please clarify whether your casino balance is divided into real money and bonus money?
• Do I understand correctly that after completing the wagering requirements, your balance appeared as "withdrawable" or as real money?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Dear Shannnanigens,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

No was not told. I even completed verification that they requested at a later date and 4155€ was totally withdrawable in 500€ limit stages. The first i get of anything was 2 days after i verify my account they send an email to my shock. 7Signs credited the bonus to my account automatically which is their system error, not mine.

Dear Shannnanigens

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you Shannnanigens 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 the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear All,

Thank you for reaching out to us. We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best Regards,

7 Signs Casino

Thank you hopefully we can resolve this.

Hello there! Thank you for your patience while we reviewed your complaint. After a thorough review, we can confirm that your €250 deposit made via Skrill was not eligible for the First Deposit Bonus, as outlined in Section 8 of the promotion Terms & Conditions. Specifically, deposits made using Skrill or Neteller do not qualify for this promotion: https://7signs-2112.com/en/promotions/casino/welcome-bonus.

Our review also confirmed that you wagered your full deposit balance during gameplay but did not generate any winnings from those deposited funds. Although the wagering requirements tied to the bonus were completed, the bonus itself was deemed invalid due to the ineligible deposit method. As a result, any balance associated with the bonus was correctly forfeited in accordance with the promotional rules.

We understand this outcome may be disappointing, especially after completing the wagering requirements; however, promotional eligibility is determined at the time of deposit based on the payment method used. Since Skrill deposits are excluded from this specific promotion under the published Terms & Conditions, the bonus and any associated balance were automatically deemed invalid in line with our standard promotional rules.

We encourage all players to carefully review the applicable Terms & Conditions before participating in any promotion, as they clearly outline eligible payment methods and bonus requirements.

I want to be clear about what I am seeking: a full refund of €4,511.55, being the balance that existed in my account at the time 7Signs administratively voided it. I believe the following arguments support this position fully.

THE BONUS WAS CREDITED BY 7SIGNS' OWN SYSTEM THE PLAYER CANNOT BE PENALIZED FOR THAT

Every consequence in this case flows from a single event: 7Signs' platform automatically credited a €250 bonus to my account after a Skrill deposit, despite their own rules excluding Skrill deposits from that promotion.

I did not exploit a loophole. I did not misrepresent anything. I deposited using a payment method that 7Signs actively advertises and supports. The bonus appeared in my account without any action on my part and without any warning that it should not have been there.

A player who receives funds presented to them by the casino's own system, with no indication those funds are invalid, is entitled to treat those funds as legitimate. The responsibility for preventing an ineligible bonus from being credited lies entirely with the casino's systems. 7Signs failed at that responsibility.

THE WAGERING REQUIREMENTS WERE COMPLETED IN FULL

7Signs has confirmed that the wagering requirements attached to the bonus were completed. Their own Casino Guru response states: "Although the wagering requirements tied to the bonus were completed..."

7Signs allowed me to complete the full wagering requirement. They then voided the balance anyway. This means they moved the goalposts after the condition they set was fully satisfied. If completing wagering requirements does not convert funds to withdrawable real money, then wagering requirements are meaningless and players can never win regardless of what they do.

NOWHERE IN THE T&C IS THERE A CLAUSE VOIDING WINNINGS AFTER COMPLETED WAGERING

Skrill is listed on 7Signs' website as a supported deposit and withdrawal method. The casino actively invites players to use it. A player choosing Skrill from a casino's own payment menu has no reason to investigate whether that specific method silently disqualifies them from promotion If 7Signs wished to enforce the Skrill exclusion, their platform should have:- Displayed a warning at the point of Skrill deposit that the player would be ineligible for the welcome bonus, or Simply not credited the bonus.

They did neither. Instead they accepted the deposit, credited the bonus, allowed full gameplay, permitted wagering completion, requested and passed KYC verification, and only acted when I tried to withdraw. This is not a situation where a player tried to circumvent rules. This is a situation where a casino's failure to implement its own rules trapped a player into a process they could never win.

As a result of 7Signs' system failure:

- 7Signs received and kept my €250 real money deposit.

- 7Signs received the full wagering action on €500 worth of funds -- which generated revenue for the casino through normal gameplay variance.

- 7Signs then voided €4,511.55 in winnings that resulted from gameplay conducted entirely within their platform, with their own funds, under their own wagering conditions.

The casino profited from every stage of this interaction and the player received nothing. That outcome is a direct result of the casino's own error, not any misconduct by the player.

Sorry for the long post!

Thank you to both parties for the update.

Dear 7Signs Casino representative, as per our Fair Gambling Codex, we believe that casinos should be configured to only give out bonuses to eligible players. Reasonable steps should be taken to prevent players from getting bonuses if they are not supposed to, and ideally these rules should be enforced via the casino software. If it is then determined that a player is not eligible to claim any bonuses, they can be restricted from doing so.

If the casino is not set up in this way, it should let players withdraw their winnings even if they have been allowed to use a bonus that they shouldn't have been able to claim. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken).

I hope we will be able to find a compromise in this matter otherwise we will be forced to close the complaint as unresolved which may negatively affect your rating. Thank you in advance for your reconsideration!

Dear Peter,

Thank you sincerely for your thorough review of this case and for the clear and fair position you have set out. It means a great deal to have this validated by Casino Guru and I believe your assessment reflects exactly what happened here.

I played in complete good faith. I deposited using a payment method 7Signs accepts, received a bonus their own system credited without any warning, completed all wagering requirements as set by the casino, passed full KYC verification, and only then was my entire balance of €4,511.55 voided without any published rule authorizing that action.

I hope 7Signs will take Casino Guru's position seriously and do the right thing. They have an opportunity here to resolve this fairly and I genuinely hope they take it. I bear no ill will -- mistakes happen in software and systems but the correct response to a system error is to make the affected player whole, not to leave them with nothing after they have met every condition placed before them.

I await 7Signs' response and trust that Casino Guru will continue to support a fair resolution. If 7Signs chooses not to act on your recommendation, I am confident that Casino Guru's process will reflect that outcome accurately.

Thank you again Peter and the Casino Guru team for your time, professionalism, and the clear position you have taken.

Dear All, 

We thank both parties for sharing their perspectives.

Please be assured that this matter has been escalated internally for further review. We are giving this careful consideration and will keep you updated on the final decision as soon as possible.

We appreciate your continued patience during this process and thank you for your understanding.

Kind Regards, 

7Signs Casino 

Dear Peter,

I wanted to provide a brief update. 7Signs has contacted me directly by email today offering a manual refund of €250 only, being the original deposit amount.

I have declined this offer. It does not reflect the position set out by Casino Guru and falls well short of the €4,511.55 that was voided from my account.

I have asked 7Signs to escalate the matter internally and honor the full amount. I will update the thread if I receive a further response.

Thank you.

Dear Warren,

Thank you for contacting the Complaints Team regarding your dispute with 7Signs. We appreciate the opportunity to review your concerns and have conducted an independent assessment of the matter raised in your correspondence.

In your communication, you referenced a complaint submitted to Casino Guru (Complaint ID: 203085), in which it was suggested that promotional bonuses should only be made available to eligible players. You further indicated that, based on the comments provided in that case, you believe the winnings generated from the promotion in the amount of €4,511.55 should be paid, as the bonus was initially credited to your account.

Following a comprehensive review of the account activity, promotional terms, and related records, we would like to provide clarification regarding the outcome of our assessment.

7Signs administers all promotions in accordance with the applicable promotional Terms and Conditions, together with the general Terms of Service governing account usage and promotional eligibility. Eligibility for promotions is determined based on the conditions outlined within the applicable bonus terms.

Our review confirmed that the Welcome Bonus associated with your claim included restrictions relating to qualifying payment methods. Specifically, Term 9 of the applicable promotional Terms and Conditions states:

"Deposits made with Neteller or Skrill do not qualify for this promotion."

Additionally, Term 19 of the same promotional Terms and Conditions provides:

"This promotion is valid in accordance with the Terms and Conditions."

While the promotional bonus may have initially been credited to the account, this does not override or amend the underlying eligibility requirements associated with the promotion. Following review, it was determined that the deposit method used did not meet the qualifying criteria outlined within the applicable promotional terms. As a result, the promotional winnings generated from the bonus balance were deemed ineligible for withdrawal in accordance with those terms.

Based on the findings of this review, the actions taken on the account were consistent with the applicable Terms and Conditions, and no system or operational irregularities were identified during the assessment. Accordingly, we are unable to approve the requested payment of €4,511.55.

Notwithstanding the above, and in recognition of the frustration caused by the experience, 7Signs has authorised a goodwill refund of €250.00. We understand that an email requesting your banking details was issued on May 17, 2026, in order to facilitate this payment.

This concludes our review of the matter. Please note that this determination is final, and the operator reserves the right to exercise discretion regarding the continued provision of services in accordance with its Terms and Conditions.

Should you require general account assistance in the future, Customer Support remains available and will be happy to assist you.

Kind regards,

Compliant Resolution Committee

Customer Service

Dear All,

We appreciate the feedback shared regarding this matter and understand the player’s disappointment with the outcome. We always aim to provide a fair and transparent experience for all players, and we recognize how frustrating situations involving bonuses and withdrawals can be.

As outlined in our Terms & Conditions, by participating on the site, players agree to the rules governing promotions and bonus eligibility. In this case, the deposit method used was not eligible to receive the bonus applied to the account. As a result, any winnings generated from the associated bonus balance were deemed ineligible for withdrawal in accordance with those terms.

We understand that promotional eligibility rules can sometimes cause confusion, particularly when different payment methods carry different bonus qualifications. To ensure fairness and consistency for all players, these terms are applied uniformly across all accounts and transactions.

Although the funds were considered ineligible under the promotional rules, we offered a goodwill refund of €250.00, which represented the original deposit amount. Unfortunately, the player advised that they did not wish to accept this resolution.

At this stage, our position remains unchanged based on the applicable promotional terms and the reasons previously explained. If the player would like any additional clarification regarding the promotional terms or account activity, our support team remains available to assist further.

We appreciate the opportunity to address these concerns and thank the player for sharing their feedback.

Thank you for the clarification 7Signs Casino representative. I will have to review the complaint with my team to determine the next steps. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Peter,

I appreciate your continued review, but 7Signs' final response simply restates the same position while ignoring the core issue you already identified.

The facts are not in dispute. 7Signs' own system credited the bonus. 7Signs confirmed in writing that the wagering requirements were completed in full. 7Signs requested and passed my KYC. The balance was withdrawable in 500€ stages. Only after all of this did they void 4,511.55€.

Their reliance on Term 9 (Skrill exclusion) addresses eligibility at the point of deposit. It does not contain any clause authorising the confiscation of a completed, wagered, verified balance. They are applying a remedy that does not exist in their published terms.

This is exactly the scenario your Fair Gambling Codex covers. The casino failed to prevent an ineligible bonus from being credited, allowed full play, and is now penalising the player for the casino's own software error. A goodwill offer of 250€ does not address that failure.

I would also ask that 7Signs confirm their licensing authority and license number, so that this matter can be escalated to the relevant regulator if it is not resolved fairly here.

I respectfully ask that the complaint be closed as unresolved if 7Signs maintains this position, with the rating impact that follows. I have acted in complete good faith throughout and met every condition placed before me.

Thank you again for your fairness and professionalism.

Dear Peter,

I can now confirm the operator behind this account. Per 7Signs' own published Terms, the website is owned and operated by SKY RAIN LIMITED, an Irish-registered company (company number 780704, registered at 3rd Floor, Waterloo Exchange, Waterloo Road, Dublin 4, D04 E5 W7), holding Tobique Licence No. 0000067 and Irish Remote Bookmaker's Licence No. 1022089 (National Excise Licence Office).

This matters. The operator is an Irish company and I am an Irish resident. I would also note that licence 1022089 is a betting licence and does not cover online casino gaming, so the activity at issue appears to fall outside its scope.

The substance is unchanged and rests on 7Signs' own admissions: their system credited the bonus automatically, wagering was completed in full, KYC was requested and passed, and the balance was withdrawable in 500€ stages before being voided in a single action. No published term authorises confiscation of a completed, wagered, verified balance.

I intend to pursue this through Irish channels in parallel, including a referral to the National Excise Licence Office regarding the licence holder's conduct and the scope of activity under Licence No. 1022089.

I ask that the complaint be recorded as unresolved if 7Signs maintains its position, with the rating impact that follows. I have acted in good faith throughout.

Hello everyone, my name is Matej and I will be taking this complaint over from my colleague Peter. I will do my best to help the mediation process to move towards successful resolution.

After reviewing this thread and provided evidence, I agree with Peter's assessment. Although the Skrill payments are listed as not available for the promotion, we would expect the casino to either not grant the bonus in the first place, or cancelling it straight away, not waiting until the wagering has been done and winnings gained.

Since 7Signs Casino maintains their stance regarding this situation, I will wait for the results of my colleague's escalation, then proceed accordingly. If no agreement can be reached, this complaint will be closed as unresolved, with full impact on the safety rating.

Dear All,

While we understand Shannnanigens' disappointment, the terms and conditions of the promotion are clearly outlined and readily available. Unfortunately, the deposit method used was not eligible for the bonus in question.

The bonus was initially credited due to a system-related issue affecting the recognition of deposit eligibility. In situations where funds, bonuses, or associated winnings are credited as a result of a technical, operational, or processing error, the applicable provision is outlined in Section 6.19 of our Terms and Conditions, which states:

"6.19 In case of software malfunctions, erroneous financial transactions, etc., the Company has the right to write off incorrectly accrued funds from the customer's accounts, and also undertakes to refund all amounts incorrectly written off or not accrued due to technical problems to customers' accounts during 30 (thirty) days from the time such failure has been detected."

As referenced above, Section 6.19 confirms that promotional offers are valid only when all applicable eligibility requirements and promotional conditions have been met. Where those requirements are not satisfied, any bonus, related benefits, or resulting winnings may be deemed invalid and subject to corrective action in accordance with the Terms and Conditions.

In this case, the bonus was applied in error because the qualifying deposit criteria were not met. As such, the adjustment made to the account was consistent with the applicable terms.

As a gesture of goodwill, our original offer to refund the €250 deposit remains available should you wish to accept it.

Kind regards,