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SUMMARY OF COMPLAINT

I am submitting this complaint because 7Signs has voided my entire account balance of €4,511.55 and declined my withdrawal, citing a breach of their First Deposit Bonus terms. I dispute this decision on the following grounds.

WHAT HAPPENED

I made a first deposit of €250 via Skrill. Following my deposit, 7Signs automatically credited a 100% First Deposit Bonus of €250 to my account without any warning, rejection, or notification that my deposit method was ineligible. I then played through the balance and my account grew to €4,511.55. I submitted a withdrawal request.

On 26 March 2026, 7Signs declined my withdrawal and voided my entire balance, claiming that my Skrill deposit did not qualify for the First Deposit Bonus under clause 8 of their Terms and Conditions, and that all remaining funds were derived from bonus balance.

WHY THE CASINO'S DECISION IS UNFAIR AND UNSUPPORTED BY THEIR OWN TERMS

I have carefully reviewed the Terms and Conditions provided by 7Signs for this promotion. Clause 8 states:

"Deposits made with Neteller or Skrill do not qualify for this promotion."

This clause addresses bonus eligibility only. It does not state anywhere that if a Skrill deposit is mistakenly credited with a bonus, the casino reserves the right to void the player's entire balance. There is no term, clause, or condition in the bonus T&C that authorises 7Signs to confiscate €4,511.55 from a player's account under these circumstances.

The casino's own system credited the bonus automatically after my Skrill deposit. I did not misrepresent my payment method, I did not request the bonus manually, and I was given no indication at any stage that my deposit was ineligible. The bonus appeared in my account and I played in good faith.

If 7Signs wished to enforce clause 8, the appropriate action was to decline the bonus credit at the point of deposit and notify me. Instead, they allowed the bonus to be credited, permitted me to play for an extended session, and only invoked the Skrill restriction after I attempted to withdraw winnings of over €4,500.

Furthermore, during a live chat on 26 March 2026, a 7Signs support agent (Enna) explicitly confirmed that my withdrawal was "in queue for processing" by the Finance Department. Hours later, the balance was voided in full with no prior warning.

This is a deliberate administrative action, not an automated bonus expiry. The entire balance including any real money component was removed in a single transaction.

SUMMARY OF PLAYER POSITION

1. Clause 8 of the bonus T&C restricts bonus eligibility for Skrill deposits. It does not authorise the voiding of a player's full balance.

2. 7Signs credited the bonus to my account automatically their system error, not mine.

3. No warning was given at any point that my deposit method was ineligible.

4. A support agent confirmed the withdrawal was being processed before the balance was voided.

5. The casino has applied a remedy full balance confiscation that has no basis in their published Terms and Conditions.

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RESOLUTION REQUESTED

I request that 7Signs reinstate my balance of €4,511.55 and process my withdrawal in full. At a minimum, I request the return of my original deposit of €250 and a fair assessment of what portion of the balance constitutes legitimate winnings.

I have attempted to resolve this directly with 7Signs via email (ref: [5D5R94-GD242]) and live chat, without satisfactory outcome. I am now seeking Casino Guru's assistance in mediating this dispute.

I am happy to provide screenshots of the transaction log, the live chat transcript, and the email correspondence as supporting evidence.

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Dear Shannnanigens,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal issue with 7Signs Casino.

To better understand your situation and assist you more effectively, could you please provide clarification on the following questions?

• Can you confirm the date and time when you made your first deposit and when the Bonus was credited to your account?
• Were you notified of the bonus being credited to your account before or after the deposit?
• Did you receive any communication from 7Signs regarding the eligibility of your bonus or deposit method?

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,

Petra