Seven Casino - Player's winnings were confiscated and the account closed.

I was playing on this casino and deposited large amounts due to the great bonuses.

played through them lost all my money numberous times on all different games let me deposit and play whatever I wanted.my last deposit was 200 raw cash I had no bonuses left to claim

I won around 2000 and decided to take a 1000 withdrawal while waiting on withdrawal I turned the other 1000 into 6000 over the course of the weekend and made another withdrawal for 5000.Two days later got an email saying my first withdrawal was rejected because I played games I wasnt supposed to be playing on bonus money then said confiscated the other 6000 said I broke terms and conditions of bonuses.

they then sent my last 200 deposit back into my account but nothing else

as I started to question game logs and bonuses and told them I had played through bonuses and deposited without bonues. They emailed me saying your account is closed and banned

I lost near 3000 of my own deposits and 7000 in money they confiscated.

they had no problem with me playing anything I wanted when I lost but as soon as I won they said breach of terms and conditions confiscated my money and closed my account.

very strange they refunded my last deposit which I’m almost positive was raw and which I won the money with.

any help or response would be greatly appreciated

Dear Thomas1984,

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. Do I understand correctly that the casino confiscated your winnings because you played games restricted when bonuses are active?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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

i received that email then when I started to question why they gimme the last 200 deposit back for breaching terms and conditions.

why didn’t they give me all my deposits back for beaching terms and conditions or show me evidence of breaching terms and conditions.

they responded with this email next

iPhone

On 26 Jun 2023, at 14:35, Compliance Manager (Seven.Casino) <support@sevencasino.zendesk.com> wrote:

Dear Mr. Marshall,

Thank you for your email.

We are very sorry for the situation in which you found yourself, but unfortunately, the bonus rules were broken and we cannot do much in this situation because all the details of using the bonus have been accepted by you.

When registering, you accepted all the terms of use of the site, which means that you were familiar with the rules of using bonus.

Each confiscation has been checked several times and the decision cannot be influenced because it is official.

Please note that money spent on bonuses where you did not follow the rules cannot be refunded. I'm sure you'll understand that.

However, I've made sure to permanently close your account & blacklist your email address as well as the credit/debit card used to deposit to avoid further discrepancies.

I wish you a great week & all the best for the future.

Kind Regards,

Bryan

This email is a service from Seven.Casino. Delivered by Zendesk

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Iv went through surebet website which gave this casino excellent reviews and said uk players accepted and welcome.

iv since found out uk players are not allowed on it and that’s another breach of terms and conditions.

should they not have restricted me or gave me some sort of warning.

honestly think Iv just been scammed and hope no one else has to go through what I’ve went through due to this

Thank you very much, Thomas1984, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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 Thomas1984,

I apologize for the difficulties you have been facing.

Unfortunately, our website does not currently have a representative from the casino available. However, I will make an effort to find some contact information for you. In the meantime, have you considered reaching out to your bank and requesting a chargeback? Given that the casino is likely operating without a license, this should not pose an issue.

I didn’t even think about it considering I authorised the transactions.

Do you think I would have a case to get the money refunded I deposited?

Has anyone played on this site and had no issues or are they just a fraud casino ?

I checked my bank transactions and the deposits are all different names and all crazy countries.

can anyone let me know if I contact my bank will they be able to help me get deposits back.

I should of seen the warning signs like some of the games weren’t right but I just thought they were glitched.

I do think that if you reach out to the bank and explain the situation, they should be able to begin the process of chargebacks. However, it's important to consider that chargebacks are not allowed in gambling unless there is a valid reason. Additionally, if you continue to play in a casino that is associated with the current one (such as a sister casino or on the same platform), they may use the chargeback as an excuse to seize your funds. So please take chargeback as a last resort option, and keep in mind that you can get back only your deposits.

In the future I would recommend you to play only in the casinos holding UKGC license.

I don’t really wanna go down the chargeback route.

but if I was playing on a fraudulent casino with no chance of ever withdrawing I might do it.

£3000 in deposits and had £7000 sitting in my account t waiting to withdraw.

does anyone know if they even have a licence and has anyone else been scammed by them

The casino website states that it is officially licensed by the CIL master gaming license nr. 5536/JAZ.

Among the four Curacao sublicense options, the Curacao CIL sublicense is considered the least reliable. It is extremely difficult to obtain a response from them and verifying the license is nearly impossible. Consequently, this license can be easily forged.

We recommend considering chargeback as a last resort. However, it is advisable to initiate a conversation with your bank soon, as there are specific time frames within which you can request a chargeback after the transaction.

I contacted my bank and started the chargeback process.

i also. Contacted several of the providers of there games.

hacksaw gaming has got back to me and confirmed that they aren’t a client of theirs and therefor must be pirating there software.

im hoping this is enough for my bank to give me my deposits back

It should be. You can also try to contact the CIL and ask about the license. They are not responding to the complaints, but I heard they answered when people asked about the license's authenticity. At least it is worth a shot.

Please keep me in the loop. 

Dear Thomas1984,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Not looking to good for me, my bank refusing to invsestigate and accusing me of potentially making a fraudulent claim.

don’t know what to do from here.

Please try this company: https://mychargeback.com/

In the past, they were helping with chargebacks against fraudster casinos. They may be able to help you.

Try also writing to CIL. If they confirm that the casino is not holding its license, your bank may see the situation differently.

Dear Thomas1984,

We are extending the timer by 7 days.

Banks refusing the disputes, and getting no where with the casino.

iv decided just to give up and put it down as a lesson learned, if anyone is plying on these places it’s no doubt it’s because there on gamstop like me.

let this be a lesson to everyone there’s a reason these places aren’t on gamstop and can offer you crazy bonuses there just flat out scams.

the banks have kind of scared me of going the third party chargeback route, Iv mortgage renewal coming up and don’t wanna start drama with my bank think it’s best just cutting my losses and lesson learned

I apologize for the unfortunate news. Based on my personal experience, banks have typically been cooperative when dealing with unlicensed casinos. I understand and appreciate your decision, and I regret that we couldn't provide further assistance. 

I am marking this complaint as unresolved.