The player from Germany had won a significant sum through high-stakes online poker but his account had been permanently closed due to an alleged violation of terms and conditions. He had previously withdrawn money successfully twice and had passed full KYC verification. Despite his efforts to resolve the issue and his willingness to accept a reduced payout, the casino had not provided a clear explanation for the account closure. We had attempted to mediate the issue by inviting the casino's representative to clarify their decision but received no response. Without the casino's cooperation, we had marked the complaint as 'unresolved', which could have negatively affected the casino's rating. The player had been advised to contact the casino's regulator, Mwali International Services Authority, for further assistance.
Seven Casino - Player’s account gets locked after a huge win in poker.
Black points: 12928
Amount: €361,000
Seven Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I have won a lot of money while playing high stakes online poker and I could barely believe my luck. Now you have closed my account due to suspicious gameplay??? I have been playing normally and you had previously paid me 1,000€ twice without any issue. I just can't make sense of this. I have taken screenshots from the support chat and emails. Where can I send these? Please help!! Can I legally claim such a high dispute value? I can't upload any screenshots here, even though the file isn't really large.
Thank you in advance!
Dear pseidl88,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise if your account was closed permanently, or is it only under investigation due to your Poker gameplay?
Could you kindly confirm if you passed the full KYC verification?
Please forward me all the communication between you and the casino along with any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Hello, thank you very much for your help. I have just sent you the evidence by email. The account was immediately closed permanently because I had violated something in the terms and conditions. Nonsense. I was successfully verified and then I was paid €1,000 twice. Now suddenly my account is blocked.
You can see I‘ve made them an offer. I would be happy with 161.000€. I just wanna little piece of my money..
Hello, sorry for the interruption. Do I need to add something or what happens next?
Thank you very much, pseidl88, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
I received a response from the casino. They just say I did something wrong, but no one can explain what I did wrong. It's a cheap excuse. Screenshot attached.
Hello pseidl88,
I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Seven Casino representative to join this conversation and participate in resolving this complaint.
Dear Seven Casino,
Can you clarify the rule that the player broke and the reason for confiscating his winnings?
Thank you in advance for providing the information.
I think the casino has never responded to anyone here, right?🙁
Can someone explain to me how this all works? Are you in contact with the casino by email? Or do they have to see this complaint by chance? What happens if we don't get a response? Please give me tips on what I should do so that time doesn't go by unnecessarily. A lot of money is at stake. Thank you very much!
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Is something going to happen here? Can you please email the casino about this complaint? Or what happens next? Are they just waiting?🥹
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. The casino is regulated by the Mwali International Services Authority (https://mwaliregistrar.com/). You can try to contact them but I wouldn't have high expectations. I am sorry I could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
