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The casino failed to close my account after sending multiple emails notifying them of gambling addiction. I'm requesting refund of my deposits.

Dear Alprince2001,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section, and I found this:

Self-exclusion:

If you need a break from online gambling, you can choose to self-exclude for a period that suits your needs. During the self-execution period, you will not be able to access the Website This is a personal decision and serves as an effective tool if gambling begins to feel compulsive. To request self-exclusion, please contact our support team at support@sevenplay.com with your desired exclusion period. Our team will promptly confirm the request, explain the implications of self-exclusion, and provide any additional support you may need. Please note that self-exclusion cannot be reversed until the exclusion period ends. Creating new accounts during this time is prohibited and may result in a permanent ban. Your account will only be reopened if you contact us to request it after the self-exclusion period has expired.

Could you please forward me the account closure requests that you sent to the casino? My email address is kristina.s@casino.guru. Also, do I understand correctly that you still have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Hello dear,

Yes, I still have the account active.

I have forwarded the emails to your email ID.

Thank you

Total loss 1440CAD and my account still active despite i signed a document to close my account

Dear Alprince2001 and Kristina,

Thank you for raising this concern. We take all Responsible Gambling matters very seriously.

Upon internal review, we confirm that the player was asked to complete and sign our standard self-exclusion form to process the account closure request related to gambling addiction. Initially, the player declined to send the form, and when a document was eventually submitted, it was incomplete and unsigned.

Our support team responded promptly and asked the player to complete the correct form in full, but unfortunately, this step was never finalized. As such, the account remained active in accordance with our procedures.

We remain committed to supporting players who seek help and are still open to completing the exclusion if the player wishes to proceed.

Best Regards,

SevenPlay Complaints Team

support@sevenplay.com

Dear casino,

First request was done by email in May 29 or 30 to close my account permanently due to gambling addiction. For gambling addiction reason account should be closed right away without hesitation, unfortunately you failed to close my account and asked me to fill a document which was completed and signed and the reason is mentioned for gambling addiction.

it should not be used as a justification to delay the self-exclusion process. In cases as serious as these, the casino has both the right and the responsibility to act promptly to protect vulnerable players.

Thank you

Dear Alprince2001,

Thank you for your message. We confirm that your initial request to close your account due to gambling addiction was received on 30.05.2025.

Our team responded by providing the self-exclusion form required to proceed as per our procedure. This process is in place to ensure requests are clear, verifiable, and properly documented.

The versions of the form we received were either incomplete or not signed. Our team followed up, asking for a properly completed version.

We have not yet received a fully completed and signed form. As soon as we do, we will take immediate action to process the exclusion.

We remain available to assist you at any time.

Best Regards,

SevenPlay Complaints Team

support@sevenplay.com

Thank you.

I would leave this to the professional Team of casino guru to check and decide.

Hello everyone,

Thank you both for your replies.

Alprince2001, can you please forward me all the relevant communication between you and the casino? Please include the self-exclusion forms you sent to the casino.

Hello Kristina

I sent you the email as requested.

Thank you

Total loss 2250CAD and my account still active and I'm struggling with this.

responsible gambling standards and licensing regulations require operators / casinos to honor self-exclusion requests without delay or additional barriers — especially when the reason involves gambling addiction or harm.

Thank you very much, Alprince2001, for your cooperation. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alprince2001, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of SevenPlay Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation?

From the previous conversation I can see in this thread and evidence provided by the player, he has requested to be self-excluded on 30th May. Yet the account is still fully operational. If the casino insists on filling out the PDF form regarding self-exclusion - something that is not industry standard - I believe the account should have been at least suspended for the time being, until the player either fills the form or retracts the request.

Moreso, nothing in the Responsible gambling page even remotely mentions filing out any kind of form, and this seems more like a process designed to deter the players from self-excluding, rather than help them quickly close the account.

I believe the best first step going forward would be at least to close the player account, mark him as a gambling addict and ensure the account will be impossible to reopen (or to re-register with the same contact and banking details). If you can confirm it here once it happens, that would be awesome.

After that, we can start discussing the self-exclusion process itself, any refund the player may be eligible for, and I would be more than happy to help smoothing out the self-exclusion process to ensure that both casino and gambling addicts are protected against abuse, and cases like this won't repeat in the future.

I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej and Alprince2001,

Thank you for your message and for allowing us to clarify this matter.

We can confirm that the player's self-exclusion request was received on May 30, 2025. As per our internal responsible gambling policy and outlined procedures, we immediately provided the necessary self-exclusion form to the player. The form must be completed and signed for us to proceed with permanent account closure.

This process is designed not to delay, but to ensure formal documentation for legal and security reasons. That said, we acknowledge the concern raised and have now suspended the player’s account as a precautionary step, even though the form remains incomplete. The account is no longer accessible and will remain closed moving forward.

Additionally, the account has been flagged to prevent re-registration using the same personal or financial details.

We would like to emphasize that the player continued to access and use the account after receiving our form, and unfortunately, a refund cannot be issued under these circumstances. This position is aligned with our Terms & Conditions, specifically Section 2. SEVENPLAY ACCOUNT – Suspension and Closure of Accounts.

We remain open to further collaboration to ensure a smooth process in the future and will be happy to share internal communications and records with you privately.

Best regards,

SevenPlay Complaints Team

support@sevenplay.com

Dear SevenPlay Complaints Team, thank you for the elaboration of the process. I think I understand it much better now, but it has a lot of flaws that are not protecting the gambling addicts and are causing issues like the one we are dealing with right now.

Gambling addicts are not in control of their own compulsive behaviour, and can spend all their money in the casino and ruin their lives. That is why such cases needs to be taken care of with utmost importance and care. In such cases account should be closed ASAP (or at least the options for depositing and playing games should be disabled) so the player is safe. In your process the player is not only unprotected, he is given extra hurdles to overcome to get the account truly closed. And as the behaviour can change literally within minutes, we believe speedy compliance is the best way.

Asking the player to fill out 3-pages long PDF is adding too many extra steps, so most of them will just not do it or not do it properly. Also this is the very first time I have seen adding extra hoops to jump through by a casino. This is definitely not an industry standard and not in line with our Fair Gambling Codex.

One way to meet in the middle would be, if after requesting self-exclusion due to gambling addiction, the casino would limit the player's account for withdrawals only (no option to deposit or play) and then wait until the PDF is filled out and sent back. And while this system still leaves too many gaps for the gambler to fall back into old habits and cancel the self-exclusion, it would at least prevent them from losing money while the procedure is underway.

Although the best way would be to follow the industry standard: player requests the self-exclusion, mentions gambling addiction > account gets closed, all marketing communication stops, and any balance is returned. Account is marked as "gambling addict" and is impossible to be reopened in the future, as well as impossible to re-register with the same credentials. This way is easy and safe for both the casino and the player.

With this being said, I would like to thank you for the prompt account closure, and would like to ask whether you would be willing to refund the deposits made by the player after the requested self-exclusion.

Last but not least, I would like to ask Alprince2001 to fill out the form properly and send it back to the casino, ideally with me in the CC (matej.l@casino.guru) to comply with the casino's current self-exclusion procedure.

Dear Matej,

I have already completed the form, signed and mentioned close my account permanently due to gambling addiction in the form itself and sent to the casino and I have shared it with Kristin.

Could the Casino tell me which part that I have not completed?

Additionally, would you fix the dispute amount to 2250CAD?

Here is my situation in details:

Sevenplay Casino’s gross negligence and failure to uphold responsible gambling obligations, which has resulted in significant harm to my well-being and a financial loss exceeding C$2,250.

On May 30, 2025, I submitted a clear and direct request to permanently close my Sevenplay account due to gambling addiction. I explicitly stated the reason and requested immediate and permanent self-exclusion as permitted and required under industry-standard responsible gambling policies.

Despite several follow-up emails and chat interactions, my request was not honored. Instead of promptly deactivating my account, Sevenplay required me to fill out a PDF document — an unnecessary barrier that contradicts best practices for supporting individuals experiencing gambling-related harm. Nonetheless, I complied. I completed the PDF, including my full name, date, reason (gambling addiction), and signature, and returned it to the support team as instructed.

Shockingly, the casino kept my account fully active even after receiving this signed document. The reason given was that the document was "incomplete" — despite all required information being provided. No specific explanation was given regarding what was supposedly missing, and no effort was made to support or protect me.

As a result of Sevenplay's deliberate inaction and failure to enforce self-exclusion, I was able to continue gambling and lost over C$2,250 — losses that occurred solely because the operator refused to follow their legal and ethical responsibilities.

This represents a serious breach of responsible gambling standards and may also violate the conditions of Sevenplay’s gaming license.

Thank you

Dear Casino Guru Team and Alprince2001,

Thank you for your continued communication.

We confirm that the player’s account has now been permanently closed and flagged to prevent any future access or registration.

Regarding the self-exclusion form, the version received was incomplete. These elements are necessary to validate the request and ensure proper processing, as outlined in our Terms and Conditions. The player was informed of this and invited to resubmit the completed form.

We recognize the importance of protecting vulnerable players and have already started improving our process. From now on, accounts flagged for gambling addiction will be placed in withdrawal-only mode while awaiting full completion of self-exclusion procedures.

We are currently in direct contact with Casino Guru to provide additional details and documentation, and will continue to work with them privately on this matter.

Thank you for your cooperation and understanding.

SevenPlay Complaints Team

support@sevenplay.com

Thank you all.

The form was sent to Mr. Matej.

"We are currently in direct contact with Casino Guru to provide additional details and documentation, and will continue to work with them privately on this matter."

I guess I have the right to know what's going on!!

I appreciate 🙏 If you keep me posted of what's shared and discussed.

Thank you 🌹

I can confirm reception of messages from both sides. I have requested additional information from the casino, to be able to ascertain this case properly.

Dear Alprince2001, as the casino is discussing their internal workings, I am not allowed to share the details or CC you into the conversation directly. However, I agree that you have the right to know what is going on. Because of that, I am always posting updates in this thread, to keep you appraised of the situation.

Right now, I am waiting for additional details to be provided, like your cashier history (deposits and withdrawals), dates of self-exclusion request and what were the issues with accepting the PDF that you have filled out. Once I have all the necessary details and am able to ascertain the timeline of all that has happened, I will post an update here, as well as a recommendation as of how to proceed further.

Hello All,

I hope everyone is doing well.

Any updates regarding this?

Can I get a transactions history?

Thank you in advance.

I have received casino statement and evidence regarding this complaint.

Dear Alprince2001, right now, the casino is not willing to refund anything, stating that you have not followed their instructions and self-exclusion procedure. However non-standard this procedure is, I agree you should have filled out the PDF form as soon as possible and send it back, to minimise the danger of further deposits and gambling.

With this being said, I also believe in case of such difficult self-exclusion procedure, the casino should have freeze or at least partially blocked your account, to prevent you from depositing and playing, until either the PDF form was sent out by you, or until you would have asked to cancel the self-exclusion process.

Right now seems like the whole situation has been mishandled by both parties, and I have requested additional information from the casino. In the meantime, please let me know what was the date you have actually sent the PDF form back to the casino, and once I have all the information I will post an update, alongside with the recommendation for the next steps.

hello Matej,

I have sent the document to the casino on June 1st 2025 and I have forwarded the email to you on June 11 or 12.

Also just now I sent a picture of the email with date and details to by email.

Before the casino replies, I have an update.

After double-checking the PDF file provided by the casino - stating it has not been filled out - I have discovered that it truly seems empty, if the file is opened with the Chrome browser. However, upon opening the file with the PDF Reader and hovering over certain parts, the written text can be revealed after clicking on said parts. I have sent the support team an e-mail with screenshots of all the proof I could find, and asked them to double-check for themselves. Personally, I believe this is because the document has been filled out with Adobe PDF Reader rather than via browser and hopefully the casino will reply soon and advise the next steps.

Dear Matej,

Hope you're having wonderful day.

Thank you very much for your continued support and for carefully reviewing the PDF file. I’m relieved to hear that the form I submitted was indeed filled out correctly, and that the issue arose from a technical display problem when opened in certain browsers. I appreciate you forwarding screenshots and asking the casino to recheck this.

That said, I must raise a more fundamental concern:

The casino should never have required a signed PDF form in order to close my account after I clearly requested permanent self-exclusion due to gambling addiction on May 30, 2025.

As you rightly pointed out in your earlier message, gambling addicts are not in control of their compulsive behaviour, and delaying protective measures due to excessive formalities can lead to serious harm. That is exactly what happened in my case.

Instead of closing my account or disabling deposits and gameplay immediately, the casino kept it fully open—for nearly two weeks—until June 11, when they acted only after your intervention via Casino Guru. During this time, I lost $2,345, which could have been completely avoided if even basic precautionary steps had been taken after my initial request.

The requirement to complete a 3-page PDF form before providing protection not only creates barriers for vulnerable players, but—as you rightly noted—is not industry standard and is not aligned with your Fair Gambling Codex. It’s the first time I’ve seen such an approach, and I believe it places the burden on the person most at risk.

The casino now admits they are updating their process to put accounts in withdrawal-only mode in such cases—proving their previous approach was flawed. Also they closed my account when you asked to close it only and when this complaint raised.

While I understand the casino may wish to keep documentation for legal reasons, that should not come at the expense of player safety. The correct procedure would have been to immediately freeze or restrict the account, and sort out the paperwork after ensuring no further harm could occur.

In light of all this, I respectfully ask that my refund request for $2,345 (could be more) be seriously reconsidered. I took all reasonable steps to request closure due to addiction. It was the casino's process—and its delay—that caused this loss.

Thank you again for standing up for fairness, and I look forward to your continued assistance.

P.S. I haven't received my transactions history yet.

Dear Alprince2001, while I agree that this self-exclusion process is non-standard and way too complicated, only the casino management can change it for something easier to navigate and avoid issues like this one in the future. Seems like for now they do not think about droping the need for PDF being filled, however the casino confirmed that going forward, they will partially freeze the player's account when requesting the self-exclusion. By disabling the deposits and option to play, they will protect the player until either the PDF form has been filled out and sent back - or the player cancels the request. It is still overly complicated, but at least it will prevent others from having the same issue as you do, which I consider a great step forward.

With this being said, seems like you have requested the self-exclusion on 30th May and sent the filled out form to the casino on 1st June. If my memory serves, the account has been blocked on 10th June. Depending on when did you make additional deposits and how much, I believe some refunds will be in order. I will wait for the casino to reply to my last e-mail and update on the situation in this thread accordingly.

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 Casino Guru Team and Alprince2001,

Thank you for your continued communication.

We would like to clarify that SevenPlay has reviewed the case and confirms that the player's account has been permanently closed and restricted from further access. We have also updated our procedure to ensure that any mention of gambling addiction results in immediate account restrictions to prevent further deposits or gameplay while the formal self-exclusion process is completed.

After further internal review, we acknowledge that the player submitted a filled PDF form, although initially unreadable due to technical limitations. While we maintain that the process followed was aligned with our Terms and Conditions, and the player’s actions did not reflect a clear and consistent request, we understand the sensitive nature of this case.

As a goodwill gesture and to resolve this matter amicably, SevenPlay is prepared to offer a CAD 1,000 refund.

If the player agrees, we will temporarily reopen the account in withdrawal-only mode to allow the player to request the payment using a preferred method. The account will be re-closed permanently once the funds have reached the player’s bank account.

We remain available for further clarification via private correspondence.

Best regards,

SevenPlay Complaints Team

support@sevenplay.com

I would like to thank the SevenPlay Complaints Team for looking into this matter for us and reconsidering the original decision, for which I am grateful.

Dear Alprince2001, please let us know if you agree with the abovementioned solution.

Dear Casino Guru and SevenPlay Support,

Thank you for your response and for acknowledging the technical issue with the PDF form, as well as the importance of acting swiftly when a player requests self-exclusion due to gambling addiction. I appreciate the recent improvements made to your internal procedure, and your willingness to offer a refund as a goodwill gesture.

However, I would like to respectfully request a reconsideration of the refund amount. As noted, I submitted my self-exclusion request on May 30, and between that date and the actual closure of my account on June 10, I incurred avoidable losses totaling $2,345 USD. These losses occurred entirely after I had formally requested account closure due to gambling addiction and submitted the required form (which has now been confirmed as properly completed).

While the offer of CAD 1,000 is appreciated, I believe it does not fairly reflect the harm caused during this period. I kindly ask the casino to consider a higher partial refund, ideally in the range of $1,550–$2,000 USD, as a more appropriate resolution in light of the circumstances.

Additionally, I would prefer not to have my account reopened, even temporarily. The original deposits were made through my Skrill account, and the refund can be sent directly there. This would avoid any unnecessary steps and maintain the integrity of the self-exclusion.

I remain committed to resolving this matter amicably and hope SevenPlay will consider this counteroffer in good faith. Also feel free to contact me on WhatsApp if you prefer.

Thank you 🌹

Dear Casino Guru Team and Alprince2001,

Thank you for your response and for your willingness to resolve this matter amicably.

We would like to clarify that, based on our internal records, the self-exclusion form was submitted on June 1, 2025, not May 30, 2025, as mentioned. Following that date, the player continued to make deposits totaling CAD 1,975, and these funds were fully used for gameplay.

While we understand the sensitive nature of this situation, we must reiterate that the funds were wagered before the account was closed. However, as a final goodwill gesture, we are prepared to uphold our previous offer of CAD 1,000 to bring this matter to a fair resolution.

As we currently do not support Skrill for withdrawals, we kindly ask the player to log in and submit a withdrawal request using one of the available payment methods. The account will remain in withdrawal-only mode, and it will be permanently closed once the payment is successfully processed.

We appreciate your understanding and cooperation.

Best regards,

SevenPlay Complaints Team

support@sevenplay.com

Dear SevenPlay,

Thank you for your continued communication. I acknowledge the casino's position regarding the form submission date, but I would like to clarify that my initial self-exclusion request was made on May 30, 2025, not June 1. The fact that I had to fill out a complex PDF form and that the submitted form became readable only later due to technical issues is not a failure on my part, but a weakness in the casino’s self-exclusion system — which even the casino has now admitted by updating its procedures.

Between my original request on May 30 and the eventual closure on June 10, I was allowed to deposit and gamble CAD 1,975, despite explicitly asking to be blocked for gambling addiction. This contradicts responsible gambling standards, and the harm done during that period is not entirely my responsibility.

While I appreciate the offer of CAD 1,000 as a goodwill gesture, I still do not believe it reflects the seriousness of this case, especially now that policy changes are being implemented due to my complaint.

I respectfully ask you to consider increasing the refund amount to at least CAD 1,500, which still represents less than the full amount lost and shows meaningful recognition of the situation.

I remain committed to resolving this amicably, without further escalation, and I once again ask the refund be processed without requiring access to the account, given my self-exclusion due to gambling addiction. I can provide alternate payment method details if needed.

Would be possible to contact me on WhatsApp?

And for skrill

) We will transfer refunds back to the same route from where the funds originated, where possible. "This your terms and conditions"

For the refund:

Do you really think 1000CAD out of 1975CAD "as you mentioned" is fair??

Please open my account let me check whats the possible withdraw option.

Thank you

Dear Alprince2001,

Thank you for your message.

We kindly inform you that our support and complaints teams do not communicate via WhatsApp. If you wish to continue the discussion or provide any additional information, please contact us at support@sevenplay.com.

Regarding your refund request: As previously mentioned, the deposited funds were fully used for gameplay before the account closure. For this reason, we are unable to issue a direct refund.

As a final goodwill gesture, we remain willing to offer CAD 1,000, which must be requested as a withdrawal via the available payment options in your account. Your account will be temporarily opened in withdrawal-only mode, strictly for this purpose, and will be permanently closed once the transaction is completed.

We thank you for your understanding.

Best regards,

SevenPlay Complaints Team

support@sevenplay.com

I will try to add a bit more clarity to the case.

Dear Alprince2001, while you have requested the closure on 30th May, you still had to follow the casino's procedure - no matter how complicated or non-standard it is. You did so, and sent back your filled PDF document on 1st June, which means the self-exclusion timer starts ticking from that day onward. Anything deposited or gambled beforehand is non-refundable.

I have also requested your cashier history from the casino, so I can have a look myself and see what would be the fair amount to refund in my opinion.