7Signs Casino - Il conto del giocatore è chiuso con vincite mancanti.

Hello,

Last night, I checked my 7signs account and suddenly there was €0 in it. Earlier in the day, my winnings of €50,000 were still there. In addition, my withdrawals were cancelled and €500 was debited from my bank account. I then wrote to the support team. They subsequently closed my account and I haven't received any proper answers. I want my money back!

Hallo,

gestern Abend hab ich auf meine 7signs Konto geschaut und hatte plötzlich 0€ auf meinem Account. Am Mittag war mein Gewinn von 50.000€ noch drauf. Außerdem wurden Auszahlungen abgebrochen und 500€ von meinem Bankkonto abgebucht. Ich habe daraufhin dem Support geschrieben. Die haben dann mein Konto geschlossen und Antworten krieg ich keine so richtig. Ich möchte mein Geld zurück!

Hello miguelzick03,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7Signs Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

No, my account was not yet verified and I played with real money! Last contact was yesterday and they told me to write an email, but unfortunately I haven't received a response.

Nein mein Konto war noch nicht verifiziert und ich habe mit Echtgeld gespielt! Letzter Kontakt war gestern und sie meinten ich soll eine Email schreiben, leider bekomme ich dort aber keine Antwort.

Hello miguelzick03,

Can you please forward the communication between you and the casino and your deposit, bonus and betting history to nikolas.b@casino.guru?

Hello, I can send you the last chat, but I don't have access to the deposits and value history because my account has been closed!

Hallo, ich kann ihnen den letzten Chat schicken, aber auf die Einzahlungen und den Wertverlauf hab ich kein Zugriff, da mein Konto geschlossen wurde!

Hello miguelzick03,

Did you forward anything as I could not locate any e-mail from you?

I'll send you the screenshots I have now via email!

Ich schick ihnen die Screenshots die ich habe jetzt per Mail!

Thank you miguelzick03 for all the information provided so far. As we will need additional clarification from the casino, your complaint will be now forwarded to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you! I have been waiting for an answer by email for 3 weeks now, but nothing. The support chat just keeps telling me to wait or to send my ID card by email again. I've had enough of it.

Danke! Ich warte jetzt seit 3 Wochen vergebens auf einer Antwort per Mail. Der Support Chat hält mich nur hin sagt ich solle warten, oder ich soll erneut mein Ausweis per Mail schicken. Langsam reicht es mir

Even the support has been blocked on my phone, so I'm starting to think they want to hide something

Auf meinem Handy wurde jetzt sogar der Support gesperrt, also langsam glaub die wollen etwas verheimlichen

Hello, miguelzick03,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear 7Signs Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the user's account been blocked and the disputed funds confiscated? What steps should the player take to unblock the account and/or access the funds?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.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.

Dear Branislav,

We sent you an email with the evidence and based on our review, there's no unauthorized access by a third party.

We would like to draw your attention to the following terms and conditions that the customer accepted while registering his account with us:

3.3 You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned article, there is no refund available on the customer's account.

We hope this provides clarity on the matter. Thank you for understanding!

Best Regards,

7Signs

Dear miguelzick03,

After gathering all the necessary information and details, we are closing this complaint as unjustified - you simply lost all your disputed funds by playing and even deposited and lost another 500€ after losing them. Considering your game logs, it would not make sense if someone else did that on your account or without your knowledge. Although it is quite a high disputed amount, and I understand your frustration, there is nothing we can do to help.

Do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 7Signs Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru