7 Reels Casino - Račun igrača je zatvoren.

After playing on this casino for many years they closed my account without any notice or explanation following my latest withdrawal request.

In my complaint on AskGamblers they claimed I had more than one account which is a complete lie. They have not produced a single piece of evidence to confirm this.

In their mail to me they said my account was closed due to "irregularities" which they won't explain either.

I have had a great deal of trouble over the years withdrawing from this casino as they often make many excuses to buy time. This time they just closed my account to avoid paying me.

Hello Surly,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7 Reels Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you played with a bonus or real money before your account got closed and when did they close your account? When was the last time you finished the verification process? Did you have any remaining balance on your account?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

I played with a deposit bonus (not a free bonus) and I had finished my wagering requirements well within the alotted time.

They did a special verification which took three weeks just a month before when I made my previous withdrawal (they did not ask for any documents on this occasion). As far as I am concerned this was just a tactic to buy time (which this casino does a lot). They found nothing unusual on my account during that long verification.

I requested withdrawals of R12,448 on September 16 and R900 on September 19. They take five working days to process a withwal (if you are lucky). So I was expecting the money on September 21 which is the day on which they closed my account (I was unable to log in from then).

They didn't even have the manners to mail me about it. I mailed them and eventually they responded with the note that said there were "irregularities" on the account. They did not give a proper explanation.

I logged a complaint on AskGamblers where 7Reels responded saying that I had more than one account, which is a blatant lie. I have played there for many years now with just one account.

They then sent so called evidence to AskGamblers, who found in the casino's favour (again without an explanation). I don't understand how they could have sent evidence of another account when there is none.

I have mailed 7Reels a number of times and apart from the same "irregularities" response most of my mails go unanswered. I have sent mails directly to the casino manager Ron who is also ignoring them (we have spoken on the phone previously when they were delayng payments).

The bottom line is that they closed my account and stole my withdrawal without giving me a proper reason why. In roughly the past month I have made deposits of about R30,000, so my withdrawal is far lower than that. They accepted these deposits without a word and then when I wanted to withdraw, they stole my money and closed my account.

I mailed the manager Ron for a third time last night and he is still ignoring my mails. Something very fishy is going on here and I think I deserve to know what grounds they have used to steal my money.

Kind regards

Surly

Hello Surly,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru before we would get in touch with them?

Hi Nick,

I have just sent you the mail they sent me.

Thanks

Andrew

Did you have any remaining balance on your casino account when it got closed?

Yes, it was about R13,348.

They closed the account on the day they were due to pay the money.

Thank you Surly for all the information. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Surly,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 7 Reels Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 7 Reels Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thanks Branislav.

It would be nice to see this evidence too as apart from saying I had two accounts which is an absolute lie, the only explanation I have is "irregularities".

What irregularities? I would like to see the so-called evidence against me so I can respond.

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 Surly,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is also one more possible way how you can try to receive your winnings - to submit a complaint with Curaçao eGaming authority. The complaint form is usually available through the Curaçao eGaming License validator on the official casino's website or HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime, and I sincerely believe it will use this option in the near future.

Best regards,

Branislav, Casino.Guru