Seven Casino - La cuenta del jugador se bloquea después de una gran victoria en el póquer.

I have won a lot of money while playing high stakes online poker and I could barely believe my luck. Now you have closed my account due to suspicious gameplay??? I have been playing normally and you had previously paid me 1,000€ twice without any issue. I just can't make sense of this. I have taken screenshots from the support chat and emails. Where can I send these? Please help!! Can I legally claim such a high dispute value? I can't upload any screenshots here, even though the file isn't really large.

Thank you in advance!

Ich habe durch Online Poker mit hohen Einsätzen viel Geld gewonnen und konnte mein Glück kaum fassen. Nun haben Sie mir das Konto geschlossen aufgrund auffälliger Spielweise??? Ich habe ganz normal gespielt und vorher haben sie mir ganz normal 2 Mal 1.000€ ausbezahlt. Ich verstehe die Welt nicht mehr. Ich habe screenshots vom support chat und von den Mails. Wo kann ich sie schicken? Bitte um Hilfe!! Kann ich so einen hohen Streitwert gerichtlich einklagen? Hier kann ich keine Screenshots hochladen, obwohl die Datei eigentlich nicht groß ist.

vielen Dank im Voraus!

Dear pseidl88,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if your account was closed permanently, or is it only under investigation due to your Poker gameplay?

Could you kindly confirm if you passed the full KYC verification?

Please forward me all the communication between you and the casino along with any other evidence that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, thank you very much for your help. I have just sent you the evidence by email. The account was immediately closed permanently because I had violated something in the terms and conditions. Nonsense. I was successfully verified and then I was paid €1,000 twice. Now suddenly my account is blocked.

Hallo, vielen Dank für Ihre Hilfe. Ich habe Ihnen gerade die Beweise per Mail gesendet. Das Konto wurde sofort dauerhaft geschlossen, da ich gegen irgendetwas in den Bedingungen verstoßen hätte. Blödsinn. Ich wurde erfolgreich verifiziert und daraufhin wurden mir 2 Mal 1.000€ ausbezahlt. Jetzt plötzlich Kontosperre.

You can see I‘ve made them an offer. I would be happy with 161.000€. I just wanna little piece of my money..

Hello, sorry for the interruption. Do I need to add something or what happens next?

hallo, entschuldigung für die Störung. Muss ich etwas ergänzen, oder wie geht es jetzt weiter?

Thank you very much, pseidl88, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Thank you so much!🥰

Vielen Lieben Dank!🥰

I received a response from the casino. They just say I did something wrong, but no one can explain what I did wrong. It's a cheap excuse. Screenshot attached.

Ich habe eine Antwort vom Casino erhalten. Sie sagen nur ich habe was falsch gemacht, aber keiner kann erklären, was ich falsch gemacht habe. Es ist eine billige Ausrede. Screenshot anbei.

Hello pseidl88,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Seven Casino representative to join this conversation and participate in resolving this complaint.

Dear Seven Casino,

Can you clarify the rule that the player broke and the reason for confiscating his winnings?

Thank you in advance for providing the information.

I think the casino has never responded to anyone here, right?🙁

Ich glaube das Casino hat hier noch nie bei jemandem geantwortet oder?🙁

Can someone explain to me how this all works? Are you in contact with the casino by email? Or do they have to see this complaint by chance? What happens if we don't get a response? Please give me tips on what I should do so that time doesn't go by unnecessarily. A lot of money is at stake. Thank you very much!

Kann mir jemand erklären wie das jetzt alles abläuft? Seid ihr mit dem Casino per Mail in Kontakt? Oder müssen die zufällig diese Beschwerde sehen? Was passiert, wenn wir keine Antwort erhalten? Bitte gebt mir tipps, was ich machen soll, dass nicht unnötig zeit vergeht. Es geht um sehr viel Geld. Ich danke euch sehr!

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.

Is something going to happen here? Can you please email the casino about this complaint? Or what happens next? Are they just waiting?🥹

Wird hier irgendetwas passieren? Können Sie bitte das Casino per Mail auf diese Beschwerde aufmerksam machen? Oder wie geht es weiter? Wird hier einfach nur gewartet?🥹

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. The casino is regulated by the Mwali International Services Authority (https://mwaliregistrar.com/). You can try to contact them but I wouldn't have high expectations. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru