SevenPlay Casino - Pelaajan kotiutuspyynnöt viivästyvät ja hylätään.

Dear DennyZ8723,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

No, no withdrawal has been successful so far and it takes a very long time to process.

KYC was successful, but I was again given a different limit. I didn't claim any bonuses.

Hallo,

nein keine Abhebung war bisher erfolgreich und es dauert auch sehr lange bis zur Bearbeitung.

KYC war erfolgreich, erneut wurde mir ein anderes Limit mitgeteilt. Ich habe keinen Bonus in Anspruch genommen.

Thank you for your reply, DennyZ8723. Could you please post a screenshot of your withdrawal history here in this thread?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Apparently, 3 payouts of €500 each have been made via Sepa on June 7th, June 9th and June 11th.

The money never arrived in my account. My bank says nothing arrived. Sevenplay has launched an investigation with the payment service provider.

It is still very difficult to get your money.

Angeblich wurden bisher 3 Auszahlungen je 500€ per Sepa durchgeführt am 07.06 / 09.06 und 11.06.

Geld ist nie auf meinem Konto angekommen. Meine Bank sagt es ist nichts angekommen. Sevenplay hat Untersuchungen beim Zahlungsdienstleister gestartet.

nach wie vor sehr schwer sein Geld zu bekommen.

Unfortunately, it all ended badly. I had set limits on my account because I have a severe gambling addiction. Sevenplay simply removed them, and I lost €4,900 out of €6,400. So far, I haven't paid out a cent. I can't take it anymore. It's simply a scam, and they're criminals.

Es hat leider ein schlimmes Ende genommen. Ich hatte in meinem Account Limits setzen lassen, da ich stark spielsüchtig bin. Sevenplay hat diese einfach wieder entfernt und ich habe von 6.400€ , 4.900€ verloren. Bisher ist kein Cent ausgezahlt. Ich kann nicht mehr. Es ist einfach nur Betrug und es sind Kriminelle

Dear DennyZ8723,

Thank you for your continued updates.

We would like to confirm that a monthly deposit limit of €10 was set on your account on 30.05.2025, in line with the Responsible Gaming tools available on our platform. Please note that SevenPlay currently offers deposit limits, cool-off periods, and game restrictions.

As an additional precaution, your account has now been restricted from gambling activity, and the option to cancel withdrawals has been disabled.

Regarding your SEPA withdrawals, we confirm that three transactions of €500 each were successfully processed on June 7, 9, and 11. Proof of payment and tracking references have already been provided. However, there is currently a technical issue on the SEPA network that is also affecting a few other users. We are actively working with our Payment Service Provider (PSP) to resolve this, but the matter is unfortunately outside our direct control.

We will continue to monitor the situation and ensure you are updated as soon as there is progress.

Best regards,

SevenPlay Complaints Team

support@sevenplay.com

Hello everyone,

Thank you, SevenPlay Complaints Team, for your prompt reaction to DennyZ8723's issue and applying restrictions to the account.

DennyZ8723, let's give it a few more days, and hopefully, you will receive your winnings soon. I will keep this complaint open until you confirm your withdrawals have been successful. Please keep me informed about any further developments.

The casino is just lying. The limits were confirmed to me in chat. I requested chat transcripts and haven't received them. Withdrawals are still not being processed. €1,000 disappeared from SEPA... of course, the casino needs time to conduct an investigation... I requested a €500 withdrawal to my credit card on June 16, and since then, no effort at all.

Das Casino ist nur am Lügen. Die Grenzen wurden mir im Chat bestätigt. Chatprotokolle habe ich angefordert und bekomme diese nicht. Auszahlungen finden nach wie vor nicht statt. 1000€ sind bei Sepa verschwunden…. natürlich braucht das Casino Zeit um Untersuchungen durchzuführen….. 500€ Auszahlung auf Kreditkarte wurde am 16.06 beantragt, seitdem wieder überhaupt keine Bemühungen

Hello DennyZ8723,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear DennyZ8723,

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,

Peter