Bet7 Casino - Igrački račun je zatvoren, a dobici konfiskovani.

Dear team,

I would like to submit a complaint against Bet7 (betseven.com).

I registered at Bet7 via an affiliate link:

https://media.bet7partners.com/redirect.aspx?pid=2726&bid=1518

After registering, I made deveral deposits and played normally. I have only one player account and I completed the KYC verification requested by the casino.

On 14/10/2025, on in-chat Bet7 support i was informed that my account had been closed and that my balance would be confiscated due to a supposed violation of their Terms & Conditions, specifically article 2.3 about "multiple accounts / bonus abuse through the same IP, address, etc."

However, Bet7 has never provided any concrete evidence that I opened or used multiple accounts. They only quote the general rule from their T&Cs.

I repeatedly requested:

the IDs/emails of the other alleged accounts,

the access logs (IP addresses and timestamps),

device identifiers/fingerprint,

and any objective link such as same KYC document, same card/IBAN, same physical address or same device.

Despite these requests, I received no specific information at all. The casino simply repeats that "multiple accounts or bonus abuse were detected" and relies on the general clause 2.3, without showing how it applies to my case. After my last emails, they stopped responding entirely (more than a week without any reply).

I maintain only one account, used my own details and passed KYC. I believe the accusation of "multiple accounts" may be a false positive, possibly related to affiliate tracking or IP issues, but the casino refuses to provide any proof or to review the decision.

I am asking for your help to:

Ask Bet7 to provide clear, verifiable evidence that I actually operated multiple accounts; or

If they cannot prove it, to release my confiscated balance of €950.47 and reopen (or at least close without confiscation) my account.

I am willing to cooperate fully and to provide any additional documents you may need.

Attachments I can provide:

Screenshots from chat conversation

Screenshots of my balance and account history;

Thank you in advance for reviewing my case and helping to reach a fair resolution.

Kind regards,

Maria

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with or without an active bonus? If you played with bonuses, please specify if they were free bonuses or deposit bonuses.
• Do you know the user "leandro******29" that the casino mentioned in your live chat?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Veronika

Hello Veronika

Answering your questions:

1 - No one on my household as accounts with Bet7 besides me. I have always used the bet7 web app on my android phone and always with data from my mobile network ON. No Wifi connections

2 - I have played with some deposit bonus offered by bet7 but i have always completed the rollover required by them. I also played with my own funds. I have deposited a total of 320€ on bet7 from my skrill account

3 - I don't know any of the users mentioned in the chat

4 - Mainly bets on different sports

Thanks

Have you used any VPN or IP-masking software while accessing the casino website?

Could you please send me a link to the bonus you played with when you accumulated your winnings?

Hello

I didn´t use any VPN or masking IP service

I can´t acess my account because it was closed by them but you can read about the bonus on https://www.betseven.com/

I played the wednesday reload bonus with a 50€ deposit and did the required rollover

That´s not the issue. They acused me of multiple accounts withouth giving any proof

Simply erased my gains and closed my account

Please advice!

Dear Tichas

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Hello there,

Thank you Tichas for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet7 Casino for their help in resolving this complaint. We would like to know why the player's account was closed and winnings confiscated.

Thank you!

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.

Dear Tichas,

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. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has 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 ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter