Seven Casino - Las ganancias del jugador se confiscan tras el cierre de la cuenta.

I am filing this complaint against SevenCasino regarding the unfair closure of my account and the refusal to pay out my winnings.

Chronology of events:

Registration & Deposit: I registered at SevenCasino through a promotion on the "Prime Opinion" platform and made a deposit of 25 €.

Gameplay & Winnings: After playing, my account balance reached 108 €.

Withdrawal Request: I requested a withdrawal of my funds. Shortly after, the withdrawal was rejected without any explanation.

Account Lock: When I tried to log in again, I encountered a technical error message ("An unexpected error occurred"). I was also unable to reset my password as no emails were sent to my address.

Support Communication: I contacted the support team via email. In response, I received a generic message stating that my account was closed due to a "breach of Terms and Conditions," without specifying which rule was allegedly broken.

Partial Refund: The casino offered to refund only my original deposit of 25 €, while confiscating my legitimate winnings of 83 €.

My Position: I have not violated any terms and conditions. I have only one account, provided correct information, and played fairly. The casino refuses to provide any evidence or details regarding the alleged breach. It appears to be a tactic to avoid paying out legitimate winnings.

Resolution requested: I am requesting the full payout of my remaining balance (83 €) in addition to the refund of my deposit, or a detailed explanation and evidence of the alleged T&C violation.

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Dear Thomas.Friedrich,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you also for providing the forwarded document. I can see that the casino informed you about a breach of Terms and Conditions, refunded your €25 deposit, and permanently closed your account, but without specifying the exact reason for this decision. I understand your concern, especially since no concrete explanation was given.

To better understand the situation and assess whether the casino acted fairly, I would like to ask you a few additional questions:

• Did the casino ever provide any further clarification about the alleged breach (even informally via chat or email)?
• Could you please confirm whether you completed any KYC/verification process before or after requesting the withdrawal?
• Were you using any bonus or promotional offer when you played and accumulated the €108 balance?
• Have you already received the €25 refund, or is it still pending?

If it is more convenient for you, you may forward all relevant communication and documents directly to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Petronela

Dear Thomas.Friedrich,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru