The player from Spain had faced issues with Seven Casino. After depositing and playing with a bonus, the player had accumulated winnings of €15,000. However, attempts to withdraw had been blocked, and winnings were confiscated due to an alleged violation of bonus rules. The casino then closed the player's account after he threatened to complain. We had attempted to engage the casino in dialogue to resolve the matter, but they were unresponsive. We suggested the player contact the Curaçao Interactive Licensing (CIL) authority as the validity of the casino's license was uncertain. The complaint was marked as 'unresolved' due to the casino's lack of cooperation. Despite the unsatisfactory resolution, we had advised the player to only play in licensed and well-rated casinos in the future to avoid similar issues.
Seven Casino - Player's winnings have been confiscated and account closed.
Black points: 794
Amount: €18,000
Seven Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Good afternoon, I registered at seven.casino a month ago. I deposited 12,900€ which I lost in various transactions, and made an additional deposit of 90€ last week. I accepted a 120% bonus, providing me with an additional 198€ to play. I placed a bet with that amount which was successful and yielded me 288€. With that, I made another successful bet bringing my total to 1,000€. I then played roulette for several hours and continued to win some money until my bonus was released, which was my goal. Once the bonus was released and transformed from bonus funds to cash, I spent several days placing strong bets and playing roulette with enthusiasm. I was able to accumulate 15,000€ which I planned on withdrawing in two parts of 5,000€ each and keeping 5,000€ as a bankroll for further play. They requested several documents to verify and approve the withdrawal method, such as an ID, a document from Spain to certify my address, and photos of the card I had previously used to deposit funds. They finally approved my withdrawal method, I submitted two withdrawal requests of 5,000€ each and all seemed well. However, two days ago I woke up to an email that unfortunately, my withdrawals had been canceled and the money in my account confiscated on the grounds that I had not followed the rules regarding playing with a bonus. I was conned out of 15,000€ that I had won legitimately, in addition to the 12,900€ that I had previously deposited. I sent them an email about the situation, yet they ignored it. Today, I wrote another email articulating my intent to make a public complaint on social networks, forums, opinion pages, and with the gaming regulator in Curacao. In response, they closed my account and blocked everything.
It is incredibly frustrating that online casinos of such magnitude can operate and defraud people in this way without any consequence. The feeling of powerlessness is overwhelming, as they are essentially laughing in my face.
Dear Rubitorigi,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Seven Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Did the casino cite which rules were broken?
- Could you please provide a screenshot of the bonus offer you activated on your account?
- If you have saved correspondence with the casino regarding the issue, please forward the information to my email at tomas@casino.guru
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,
Tomas
Thanks for your message.
Could you please post a screenshot of the promotional offer you activated?
Do I understand correctly you placed your bets on sports betting first, and only later played roulette?
After the wagering of the bonus was complete, have you placed bets on sports betting and roulette?
Good morning, I attach the screenshot of the last bonus that they sent me and that I made the deposit of 90e and they gave me 198e, in fact I made several bets and then I played roulette enough to release said bonus that at first the money came out as in bonus until you complete the bonus bar which takes time and you have to play hard, after several hours I completed the bonus bar and the money was released and the bonus went to the cash box, I continued playing for several days betting and playing roulette With my money that had been cashed, which is when I bet several big bets and played roulette hard until I made 15,000e, when I went to withdraw, they asked me for several documents, photos of my ID, the card I had entered with, account ownership document, official document that verified my address where I live and finally they accepted all the withdrawal documentation and I already had my account ready to withdraw.
Previously, in less than a month, I entered 12,990e, sometimes with a bonus and once without, which I lost everything at no time. They tell me nothing, that here you can play and here you can't, reviewing everything well, there is no restriction on those points that they say that I have failed to comply, and they also give me the bonuses so that I can play and bet where I am doing so.
Thanks in advance, greetings from Spain, Madrid.
Thanks for your reply.
Could you please advise if you are aware of breaking this casino rule?
27.2. Bonus money: wager (wagering)
The process of wagering a bonus means placing a bet on a certain amount, previously described in the bonus conditions. Please make sure that you have read these Terms and Conditions, or if necessary, consult with the support service. Not all bets are taken into account. The bets from table games (Roulette, Sic Bo, Baccarat, Live Сasino and others), as well as from various video poker games are not taken into account.
The maximum bet amount to wager the bonus is 2 EUR.
I'll wait for your reply.
I did not break any rules, the bonuses that they were giving me as I said in the emails were for me to play and bet on my usual games, I entered €12,900 that I lost in several deposits and they never mentioned anything, I completed the bonus and the bar of said bonus was filled and that money went from bonus money to cash, these people are completely scammers.
Thank you very much, Rubitorigi, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello Rubitorigi,
I'm Michal, and I have taken over your complaint. I have reviewed this case and just so you know Seven Casino was not very cooperative with us in resolving player complaints in the past, so the outcome of your complaint is rather uncertain. I will still try to contact the casino to see if I can help.
We would like to invite Seven Casino to join the conversation.
Dear Seven Casino,
Could you kindly furnish additional details regarding the specific instances when and how the player is alleged to have breached the terms? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru
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.
Thank you Michal for your time, they are not going to answer, I am sure, they stole €15,000 from me because yes, yes, to deposit €12,900 they did not pose any problem, you feel quite helpless since from Madrid (Spain) it is very difficult to make a claim of this type I don't understand how a casino that is supposed to have to pass enough filters to operate can freely scam a player like this. Thanks again.
All the best
Dear Rubitorigi,
I acknowledge your perspective. Unfortunately, as expected I haven't received any response from the casino so far. I will continue to reach out to them, however, given the casino's questionable license and very low rating, I cannot dismiss the possibility that they may not respond at all. The only somehow available option if you want to pursue your complaint further is to contact the Curaçao Interactive Licensing (CIL) authority(info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. Although it looks like Seven Casino should hold a Curaçao Interactive Licensing (CIL) license, we were not able to confirm its "new" validity (it was valid until 31 January 2024). I will still leave the timer going for the casino to respond as per our standard procedure, but as I mentioned a positive resolution to your complaint appears rather uncertain.
I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Dear Rubitorigi,
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. Although it looks like Seven Casino should hold a Curaçao Interactive Licensing (CIL) license, we were not able to confirm its validity (it was valid until 31 January 2024), but if you want to pursue your complaint further you can contact the Curaçao Interactive Licensing (CIL) authority(info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. It's not the best licensing authority but it might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru
