Seven Casino - Dobici igrača su konfiskovani.

Hello,

I would like to file a complaint against Seven Casino regarding the confiscation of my €800 winnings.

Here is the full timeline:

• I deposited €25 and played normally

• I won €800 and requested a withdrawal

• The casino requested KYC verification

• I submitted all required documents (ID, selfie, proof of address, and payment method)

Before I received the result of the verification, I was informed that my account had been permanently closed due to alleged "non-compliance with Terms and Conditions," and that my €800 balance was confiscated. Only my original €25 deposit was refunded.

However, shortly after that decision, I received another email from the casino’s KYC department confirming that my account is fully verified.

This creates a clear contradiction. The casino claims I violated their Terms, but their own KYC team later confirmed that my identity and documents are valid and approved.

The casino has never specified:

• which exact Terms and Conditions rule I allegedly violated

• any evidence of wrongdoing

I have never used a VPN, never had multiple accounts, never used third-party access, and did not break any bonus or betting rules.

I contacted the casino to request clarification and pointed out the contradiction between the confiscation and the successful KYC verification, but I have not received any proper explanation.

I believe this is an unjustified confiscation of legitimate winnings and

I am requesting either:

• a clear explanation supported by evidence, or

• the reinstatement and payment of my €800 winnings

Kind regards,

*******

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Dear Collix,

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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Have you lost access to your account directly after submitting the documents for the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hello Attila,

Thank you for your response and for looking into my case.

Here are the answers to your questions:

• I played only live casino games, specifically blackjack. I did not play slots or sports betting.

• Yes, I lost access to my account shortly after submitting the KYC documents. Importantly, my account was closed and my winnings confiscated before I received the KYC verification result. Only afterwards did I receive confirmation from the KYC department that my account was fully verified.

• I accumulated my winnings without an active bonus. I was playing only with my own deposited funds.

This sequence is very concerning, because the casino made the decision to confiscate my €800 balance before the verification process was even completed, and later confirmed that my documents and identity were fully approved. This clearly contradicts their claim of "non-compliance with Terms and Conditions."

Please let me know if you need any additional documents or screenshots.

Kind regards,

[Redacted]

Dear Collix,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Attila

Dear Collix,

I am truly sorry to learn about the situation regarding your blocked account. Please rest assured that I will reach out to the casino to address this issue promptly. Additionally, I would like to invite a representative from Seven Casino to join this discussion and assist in resolving your complaint.

Dear Seven Casino,

could you please clarify the reasons behind the player's account blockage? Moreover, we would appreciate it if you could provide any relevant evidence to support this matter. You are welcome to share your statement and any supporting documents here or send them directly to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation in this matter.

Kind regards,

Jana

Hello,

Thank you so much for your support, Jana. I hope this issue gets resolved or at least prevents other players from experiencing similar situations which are certainly not acceptable.

Collix

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. 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 (validator on the website) and submit a complaint to them. 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 (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana