Seven Casino - Pelaajan voitot takavarikoidaan tilin sulkemisen jälkeen.

I am filing this complaint against SevenCasino regarding the unfair closure of my account and the refusal to pay out my winnings.

Chronology of events:

Registration & Deposit: I registered at SevenCasino through a promotion on the "Prime Opinion" platform and made a deposit of 25 €.

Gameplay & Winnings: After playing, my account balance reached 108 €.

Withdrawal Request: I requested a withdrawal of my funds. Shortly after, the withdrawal was rejected without any explanation.

Account Lock: When I tried to log in again, I encountered a technical error message ("An unexpected error occurred"). I was also unable to reset my password as no emails were sent to my address.

Support Communication: I contacted the support team via email. In response, I received a generic message stating that my account was closed due to a "breach of Terms and Conditions," without specifying which rule was allegedly broken.

Partial Refund: The casino offered to refund only my original deposit of 25 €, while confiscating my legitimate winnings of 83 €.

My Position: I have not violated any terms and conditions. I have only one account, provided correct information, and played fairly. The casino refuses to provide any evidence or details regarding the alleged breach. It appears to be a tactic to avoid paying out legitimate winnings.

Resolution requested: I am requesting the full payout of my remaining balance (83 €) in addition to the refund of my deposit, or a detailed explanation and evidence of the alleged T&C violation.

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Dear Thomas.Friedrich,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you also for providing the forwarded document. I can see that the casino informed you about a breach of Terms and Conditions, refunded your €25 deposit, and permanently closed your account, but without specifying the exact reason for this decision. I understand your concern, especially since no concrete explanation was given.

To better understand the situation and assess whether the casino acted fairly, I would like to ask you a few additional questions:

• Did the casino ever provide any further clarification about the alleged breach (even informally via chat or email)?
• Could you please confirm whether you completed any KYC/verification process before or after requesting the withdrawal?
• Were you using any bonus or promotional offer when you played and accumulated the €108 balance?
• Have you already received the €25 refund, or is it still pending?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela