Lucky7even Casino - Player's account banned after skype verification.

Hi, Ive made an account at this casino on 14th january and won 13.4k euro. After sumbimitng my documents the casino sent me an email asking for a skype verifiction, but i coulndt do it right then because i was leaving to go in military, but I talk with them and arranged to do it after i got back. Fast forward 2 months, I did the skype verification with them, provided my id on the video call, they said its all good and i need to wait for an email saying its aall good. After few days I got an email from they saying my account is banned😕. They just put a bunch of reasons why the account could be banned but didnt say which of that, but even I didnt do anything wrong as in their list.

I ll attach the screenshots of the conversations. I think this is very unfair and i need to receive my winnings, because i respected all fo their rules.

Hello silkaae6,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky7even Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did you accumulate your winnings with real money or did you use a bonus? What kind of game were you playing? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

So after my win on 14th january the process began. I won I think with a bonus for casino, didnt break any rules regarding the bonus. I played slots. Last time the casino just sent me the email saying the account remain closed. ( Ithe first time that the casino asked for extra security, not that they closed my account)

Ill attach extra proof



Hello, this is very serios for me and im looking for your answer.

Hello silkaae6,

Unfortunately, the screenshots uploaded here are unreadable. Can you please forward them along with any other evidence to nikolas.b@casino.guru?

Yes! I did this now!

Thank you silkaae6 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, silkaae6,

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

Dear Lucky7even Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed and the disputed funds confiscated?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

For now, it looks like the casino stated half of its Terms and Conditions (figuratively) as the reason for its actions regarding the user's account.

Thank you in advance for providing the information.

Dear Branislav,

Thank you for reaching out to us regarding this situation. We appreciate the opportunity to clarify the circumstances.

The account closure and confiscation of disputed funds are a result of the player's failure to pass the Skype verification procedure, which is a crucial step in confirming the identity of the individual operating the account during gameplay.

Regarding the Terms and Conditions, we would like to highlight the following:

Section 8.4: We reserve the right to conduct a phone call to the number provided in the user account as part of our KYC (Know Your Customer) procedure. Withdrawals may be suspended until the account is fully verified. Despite our efforts to contact the player via email or phone regarding the withdrawal of funds, if we are unable to reach them within two weeks from the date of the withdrawal request, the account may be locked due to failure to pass the KYC procedure.

Section 9.8: To verify a player's account, we require documents such as ID, payment system details, utility bills, etc., in either Latin or Cyrillic alphabet. If the player is unable to provide documents in these alphabets, we reserve the right to request video verification, where the player must display their documents.

We hope this explanation sheds light on the situation. If you require any further information, please don't hesitate to let us know. We are committed to transparency and ensuring compliance with our Terms and Conditions.

Thank you for your understanding.

Best regards,

The Lucky7even Casino Team

Thank you very much for the clarification and your email, Lucky7even Casino team.

I answered your email a while ago, and I am waiting for additional details/evidence supporting the casino's claims and decision.

Looking forward to hearing from you.

Dear Branislav,

Thank you for your response. We have received your email today and have immediately contacted the relevant department to gather further details/evidence. We appreciate your patience and understanding in this matter.

We will be in touch with you shortly with the requested details. 

Best regards, Lucky7even Casino Team

Dear Branislav,

I hope this message finds you well. We have responded to your email, providing all necessary information.

Should any of you have further questions or require clarification on this matter, please feel free to reach out to us.

Thank you for your continued support and understanding.

Best regards,

The Lucky7even Casino Team

Hello, This seems like some very poor excuses from the casino to just try to confiscate the money.

I was in the ARMY and told them about, talked with them and they said its all good to rearange the call when I get back.

When I got back on of the first things was to call them and have the skype meeting, which was good, I showed my id and answered their questions, they said its all good and to wait for the answer about reopening my account .

I forward to this email address ( branislav.b@casino.guru ) the screenshots of the emails where the casino agreed to rearange the skype call .

So to make it simple, I told them Im not home to do the skype call, the casino agreed, I did the skype call when I got back, now the casino closed the account. Isnt it odd?

Thank you for your email and the screenshots, silkaae6. However, I think you provided the same screenshots earlier.

Dear Lucky7even Casino Team,

Thank you for your email too. I answered it a while ago. Feel free to let me know when you grant me full access to additional details/evidence.

Dear Branislav,

Sorry for the delay, access has been granted. Please let us know if you need anything else.

Best regards,

The Lucky7even Casino Team

Hello,

I dont remember if I played at other casinos, but could be possible. I dont know any names of casinos in general, I just remembered Lucky7Even because they confiscated a big amount of money.

I played in January and made the skype verification in March ( when I got back from military), so it wasnt that easy to remember, a lot of stuff going on in two months. I not playing that often on casinos, I cannot explain how they work perfectly, also its common sense how casinos work but I dont think I can go in more details about that.

I thought when I won that I ll acutally get the money, not that I will need to have a Q&A with the casino, going online for a complaint against them and also argueing about how I think I deserve the money and they are in the wrong.

I made the video call with the casino and answered all the questions, I provided the documents they asked for, but still I dont understand why they arent paying yet.

Dear silkaae6,

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - you failed to pass the verification video call, which is a part of the mandatory KYC/verification process. The person who attended the verification video call was obviously not the one who had played with the disputed account. Information in your last post differs from the one provided during the verification video call, and also, the information provided in the video call did not match the reality and the data the casino representative asked for.

The casino acted in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I strongly recommend you consult the gambling authority that the casino is regulated by or submit a complaint to them. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you, Lucky7seven Casino Team, for providing information and your cooperation.

Best regards,

Branislav, Casino.Guru