Seven Casino - 플레이어의 상금은 압수되었습니다.

Hello Casino Guru team,

I would like to submit a complaint regarding Seven7 Casino.

After playing and winning a significant amount, I fully verified my account, and my withdrawal was confirmed as "requested correctly" by the casino. My VIP manager also told me that the payment would be processed.

However, after several days of waiting, without any warning or issue mentioned, the casino suddenly rejected my withdrawal and confiscated all my winnings. They claimed that I had played "Live Casino" with a bonus balance.

Here is why I believe this decision is unfair:

The system never blocked access to Live Casino while a bonus was active.

No warning message was displayed at any moment.

My real money balance and bonus balance were displayed separately, which made it clear to me that I was playing with my real balance.

All my winnings came from my real-money balance, not from the bonus.

The casino approved my KYC and confirmed that my withdrawal request was correct before suddenly changing their decision.

If Live Casino games were truly restricted, the casino should have prevented access or at least displayed a warning. Confiscating all winnings afterwards, only after the withdrawal was requested, is not fair.

I am attaching a screenshot showing that my bonus wagering was fully completed ("Wagering Completed: Yes").

After completing the wagering requirements, I believed I was using real money, not bonus funds.

The casino interface did not show any clear indication of which balance was being used, and it did not block access to Live Casino games, even though they claim those games are restricted.

If these games were truly forbidden, the system should have automatically prevented access or displayed a clear warning.

Because the wagering was completed and the interface was unclear, I believe the confiscation of my winnings is unfair.

I kindly ask Casino Guru to help mediate this dispute, as I believe the decision was made unfairly and without proper justification.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Seven Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your account blocked, frozen, or closed as a result of the breach of the casino rules?
• Have you previously withdrawn winnings from the casino?
• Could you please specify which casino bonus you have activated and played? If there is any link, screenshot, or other detailed information about the bonus and its specific rules, please share this information with me.
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

Hello Tomas,

Thank you for taking the time to look into my complaint.

Here are my answers to your questions:

1) Account status 

My account has not been blocked, frozen, or closed. After the casino confiscated my winnings, they returned only my original €150 deposit to my player balance. I have since played that amount, and my current balance is €0, but the account itself is still open and I can log in normally.

2) Previous withdrawals 

No, I have never successfully withdrawn any winnings from this casino before. The two withdrawal requests (€6,000 and €3,500) related to this win were my first withdrawals.

3) Bonus used 

The win was made while one of the casino’s deposit bonuses was active. In the "Bonus" section of my account, the casino shows the bonus details and, very importantly, a line that says "Wagering Completed: Yes" (see attached screenshot).

At the time I was playing, the bonus was already shown as "wagering completed", and the cashier displayed a real-money balance next to the bonus information. Because of this, I genuinely believed that the bonus had been fully converted and that I was playing with real-money funds.

The casino now claims that Live Casino games were played while a bonus was active, but:

– The Live Casino lobby was never blocked. 

– The system did not show any warning or restriction when entering or playing Live Casino. 

– The bonus page itself indicated that the wagering requirement was completed ("Wagering Completed: Yes").

If needed, I can also provide the link or text of the bonus terms where section 7.6 about restricted games is mentioned.

4) Communication with the casino 

I am sending to your email ([email protected]) the following:

– The email where the casino informs me that my withdrawal was rejected and all winnings were confiscated. 

– The email from their Compliance Officer (Eric Bergström) stating that they confiscated everything under section 7.6 of the bonus rules. 

– A screenshot from my bonus page showing "Wagering Completed: Yes" while Live Casino remained accessible in the lobby. 

– Screenshots of my withdrawal requests and KYC approval, where support previously confirmed that my withdrawal was "correctly requested". 

– Conversation excerpts with my VIP manager (Robert), where he told me that the payment would be processed during the Friday "payment run" before the casino later decided to confiscate my winnings instead.

From my point of view, the main issues are:

– The website allowed me to open and play Live Casino while/after a bonus, with no technical block. 

– No warning message or pop-up appeared at any point before or during gameplay. 

– The bonus screen clearly indicated "Wagering Completed: Yes", which led me to believe in good faith that I was now playing with cash funds. 

– The casino only invoked a breach of terms and confiscated everything after I requested a large withdrawal.

If you need any additional screenshots, logs, or further information, I will be happy to provide it.

Thank you again for your help with this case.

Kind regards, 

Jack ****

[removed by Casino.Guru admin]

Dear Jackee22

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

Thank you Jackee22 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Seven Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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 Jackee22,

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 would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license as required by the regulation, most likely in an attempt to prevent players from escalating their complaints. I am sorry I could not be of more help on this occasion.

Best regards,

Peter