Seven Casino - Player's winnings were confiscated due to alleged bonus violation.

Hello, all my withdrawal funds were seized because, according to the casino, I violated a gameplay term during the bonus period. However, the game allowed me to bet freely and crucially did not allow me to withdraw when the bonus was active since I needed to exceed a certain betting threshold. After I lost the active balance with the bonus, I used up additional funds without any bonus activation and reached a total of 11,400 euros. This sum was even higher than what I had initially won. They ended up confiscating my entire withdrawal and only reimbursed my initial balance of 200 euros due to the mishap, despite the fact that I made a deposit of over 2,000 euros from my bank account. I really need assistance with this matter.

Dear MATTEO4710,

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. 

• Could you please explain how much you won using the bonus and how much was your balance when you deposited subsequently?
• When you deposited the 2000€ was it on top of your previous winnings from a bonus?
• Have you breached the maximum max bet of 2€ while playing the not allowed live casino games only?

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

I don't remember how much I won with the active bonus. But I think that even if I had won with the bonus active, I would not have been able to withdraw because I had to bet a certain amount to cancel the bonus and be able to withdraw. Yes I would simply cancel the 1000 withdrawal and play with those. After having paid my first 2 thousand euros I no longer paid anything. Yes obviously I exceeded the 2 euros, but I think precisely because it is a rule that they shouldn't have let me play anyway or at least the system should have told me that I had violated the terms. Instead I played, I won, I lost and deposited more than 2000 euros and they even confiscated my entire withdrawal. 20 thousand euros. Please kindly help me

Now that I remember when I started to climb, I loaded 300 euros and reached 2000. Without any activation of the bonus. Subsequently I no longer paid money and to play I only canceled 1 thousand withdrawal and played with that balance. I made all my winnings like this without an active bonus. And they automatically told me that even if I had violated the terms even when I didn't win, the other withdrawals would automatically be canceled anyway. But what does this mean? I played and won 20 thousand euros when I deposited my money without any activation of the bonus.

Thank you very much, MATTEO4710, 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.  

Many thanks to you. I sincerely hope to be able to resolve this problem. Best regards.

Hello MATTEO4710,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and although I acknowledge the importance of obtaining additional information from the casino. Generally, it is our belief that restricted games and maximum bet limits should be automatically enforced by the system in reputable casinos. Unfortunately, this is not yet an industry standard, which is why we advocate for each case to be assessed independently. I will contact the casino to shed more light on this matter.

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 the player is alleged to have breached the terms? If the player has not played with an active bonus anymore, there should be no restrictions on max bet or games played. 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.

Surely they won't respond and all this will have been for nothing. These casinos ruin people and get rich. They are scammers and we need justice and unfortunately that is not the case.

Dear MATTEO4710,

I acknowledge your perspective. Unfortunately, I haven't received any response from the casino so far. I will continue to reach out to them, however, given the casino's unverifiable license and very low rating, I cannot dismiss the possibility that they may not respond at all. Consequently, the likelihood of a positive resolution to your complaint appears rather uncertain. Despite this, I will continue my attempts to reach out to the casino, although I fear it will not alter their approach.

Dear MATTEO4710,

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