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am submitting this complaint regarding the confiscation of approximately €7,000 in winnings by Seven Casino following a delayed withdrawal review.

Timeline and facts:

I submitted a withdrawal request, which remained pending for nine (9) days.

During those nine days, no issues or violations were communicated.

Only after this prolonged delay did the casino claim that my winnings were confiscated due to alleged bonus term breaches.

The casino alleges:

Playing a restricted game ("9 Pots of Gold") while a bonus was active.

Exceeding a €2 maximum bet during bonus wagering.

Key concerns:

Delayed enforcement

The alleged violations were raised only after the withdrawal request had been pending for several days, not during play.

System allowed all play

The casino system allowed me to access the game and place all wagers without restriction, warning, or real-time enforcement of the alleged limits.

Lack of transparency

I requested the exact bonus terms active at the time of play, confirmation that "9 Pots of Gold" was explicitly listed as a restricted game, and identification of the specific wagers alleged to exceed the €2 limit.

The casino has not provided clear or documented responses to these requests and has instead repeated the same template email.

Pattern of behavior

This is not the first time I have experienced withdrawal difficulties with this casino. On a previous occasion, funds were initially withheld and were only released after weeks of persistence.

Resolution requested:

I am requesting either:

Payment of my legitimate winnings, or

Clear, documented proof that the alleged violations were explicitly stated in the bonus terms at the time of play and fairly enforced in real time, rather than retroactively after a withdrawal request.

Given the delayed enforcement, lack of real-time controls, and repeated non-substantive responses, I believe the confiscation of winnings is unfair and inconsistent with transparent casino practices.

I am willing to cooperate fully and provide any additional information required.

Important notice:

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Dear NicoleBrown,

Thank you very much for submitting your complaint. We are sorry to hear about the issue you have experienced regarding the confiscation of your winnings at Seven Casino.

In order to better understand the situation and assist you effectively, could you please provide clarification on the following points:

• Are you currently able to log in to your account?
• Could you please confirm the exact date on which you submitted your withdrawal request?
• Could you please confirm that you did not receive any pop-up message or email warning you that your bonus or winnings might be forfeited?
• Can you provide your game history, if available?
• Could you provide any evidence, such as a screenshot or link, showing the activated bonus?

We hope to be able to assist you in resolving this matter as soon as possible. Thank you in advance for your cooperation.

Best regards,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

yes I am able to log into my seven casino account, I submitted my withdrawal request on 24th December.

(The casino did not raise any issues until approximately nine days later.)

I confirm that I did not receive any pop-up message, in-game warning, or email informing me that my bonus or winnings might be forfeited while I was playing.

All wagers were allowed by the system without restriction or warning.

I do not currently have access to a detailed game or bet history showing individual wagers. I have requested this information directly from the casino, but it has not been provided.

I am willing to supply it if the casino makes it available

I will upload any screenshots I have showing the activated bonus.

If further confirmation is required, the casino should be able to verify this directly from my account records.

I have attached all screenshot’s available

Thank you for your reply and for providing the previous details, NicoleBrown.

Could you provide above metioned evidence, such as a screenshot or link, showing the activated bonus?

You can send it to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

For clarity, some correspondence may come from an alternative email address that I also use. Both addresses belong to me.

Dear NicoleBrown,

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,Martina (martina.b@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,

Petra

Dear NicoleBrown,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Seven Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and send me player´s game log, so we can see where the max bet was exceeded? You can post it either here or send it to my email address: (martina.b@casino.guru)

Thank you in advance for providing the information.

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 (https://anjouangaming.com/file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.