The player from the UK had won 274,000 euros and, despite having provided all necessary documents, his account was closed due to the casino's terms and conditions that prohibited UK players. All attempts to communicate the issue had been unsuccessful. The player confirmed that they had entered all the correct data during registration and had not been informed about any restrictions for UK players. The Complaints Team had tried to involve a casino representative in the conversation, but received no response. Despite repeated attempts to contact the casino, we had received no cooperation from their side. As the casino operated under an Anjouan license, which didn't provide any complaint resolution tools or refer to any ADR service, there was no gaming authority to turn to. We had marked the complaint as 'unresolved', which has negatively affected the casino's rating. We had advised the player to choose casinos based on their reviews and ratings in the future to avoid similar situations.
Seven Casino - UK Player's massive winnings confiscated due to country restriction.
Black points: 10,580
Amount: €274,000
Seven Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
I deposited 420 euros in total. Ended up with a balance of 224,000 euros and 50x 1000€ withdrawals so thats 274,000 euros worth of winnings.
I sent all of my documentation that they requested. The next day, I had an email saying that they were closing my account and blocking me as I breached the terms and conditions as I'm in the UK and UK players are prohibited. Several emails have been sent and received. This company is NOT getting away with this. I want my 274,000 euros
Dear tinkerbelleegan,
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.
- Could you please confirm that you entered the correct data when registering your Casino account?
- Have you been notified at any point that players from your country are not allowed to play in this casino?
Meanwhile, I have checked the general terms and conditions and this is what I found (here):
3.1.2. You are not allowed to register on the Website and use our services if you are a resident of, or accessing the Website from, USA, Netherlands, France, United Kingdom, Australia, Spain, Austria, Comoros, Germany, Dutch West Indies (Aruba, Bonaire, Saba, Statia, St Martin and Curacao), all FATF Blacklisted countries (such as Iran, North Korea etc.) and sanctioned countries, any other jurisdiction that the Central Government of Curaçao (formerly the Netherlands Antilles) deems online gambling illegal or which are are blacklisted and other jurisdictions deemed prohibited by the Anjouan Offshore Financial Authority. We reserve the right to refuse customers from any other countries over and above the aforementioned jurisdictions at our own discretion.
However, there isn't an IP block in place preventing players from the UK from creating an account, and the United Kingdom is even listed as an option during the registration process.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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.
Hello
To answer your questions
I entered my GB telephone number (the GB option +44 was available with the flag). I entered my address and email address (all GB).
I found this casino via Google and it was easy to access as I just clicked on the link. During registration or at any point (even when Seven casino emailed me and asked me to send in documentation to verify my account), I was never made aware of the restrictions.
Thank you very much, tinkerbelleegan, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.
Hello tinkerbelleegan,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Seven Casino,
Could you possibly provide additional information regarding the confiscation of winnings and clarify the situation?
Thank you in advance.
Respectfully,
Michal
May I add that this casino has paid out to UK players which I have details for
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.
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. Since the casino operates with an Anjouan license, which does not provide any tools for dealing with complaints on the authority's side and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal V, Casino.Guru
