7Signs Casino - プレイヤーの賞金は没収されました。

SUMMARY OF COMPLAINT

I am submitting this complaint because 7Signs has voided my entire account balance of €4,511.55 and declined my withdrawal, citing a breach of their First Deposit Bonus terms. I dispute this decision on the following grounds.

WHAT HAPPENED

I made a first deposit of €250 via Skrill. Following my deposit, 7Signs automatically credited a 100% First Deposit Bonus of €250 to my account without any warning, rejection, or notification that my deposit method was ineligible. I then played through the balance and my account grew to €4,511.55. I submitted a withdrawal request.

On 26 March 2026, 7Signs declined my withdrawal and voided my entire balance, claiming that my Skrill deposit did not qualify for the First Deposit Bonus under clause 8 of their Terms and Conditions, and that all remaining funds were derived from bonus balance.

WHY THE CASINO'S DECISION IS UNFAIR AND UNSUPPORTED BY THEIR OWN TERMS

I have carefully reviewed the Terms and Conditions provided by 7Signs for this promotion. Clause 8 states:

"Deposits made with Neteller or Skrill do not qualify for this promotion."

This clause addresses bonus eligibility only. It does not state anywhere that if a Skrill deposit is mistakenly credited with a bonus, the casino reserves the right to void the player's entire balance. There is no term, clause, or condition in the bonus T&C that authorises 7Signs to confiscate €4,511.55 from a player's account under these circumstances.

The casino's own system credited the bonus automatically after my Skrill deposit. I did not misrepresent my payment method, I did not request the bonus manually, and I was given no indication at any stage that my deposit was ineligible. The bonus appeared in my account and I played in good faith.

If 7Signs wished to enforce clause 8, the appropriate action was to decline the bonus credit at the point of deposit and notify me. Instead, they allowed the bonus to be credited, permitted me to play for an extended session, and only invoked the Skrill restriction after I attempted to withdraw winnings of over €4,500.

Furthermore, during a live chat on 26 March 2026, a 7Signs support agent (Enna) explicitly confirmed that my withdrawal was "in queue for processing" by the Finance Department. Hours later, the balance was voided in full with no prior warning.

This is a deliberate administrative action, not an automated bonus expiry. The entire balance including any real money component was removed in a single transaction.

SUMMARY OF PLAYER POSITION

1. Clause 8 of the bonus T&C restricts bonus eligibility for Skrill deposits. It does not authorise the voiding of a player's full balance.

2. 7Signs credited the bonus to my account automatically their system error, not mine.

3. No warning was given at any point that my deposit method was ineligible.

4. A support agent confirmed the withdrawal was being processed before the balance was voided.

5. The casino has applied a remedy full balance confiscation that has no basis in their published Terms and Conditions.

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RESOLUTION REQUESTED

I request that 7Signs reinstate my balance of €4,511.55 and process my withdrawal in full. At a minimum, I request the return of my original deposit of €250 and a fair assessment of what portion of the balance constitutes legitimate winnings.

I have attempted to resolve this directly with 7Signs via email (ref: [5D5R94-GD242]) and live chat, without satisfactory outcome. I am now seeking Casino Guru's assistance in mediating this dispute.

I am happy to provide screenshots of the transaction log, the live chat transcript, and the email correspondence as supporting evidence.

Important notice:

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Dear Shannnanigens,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the withdrawal issue with 7Signs Casino.

To better understand your situation and assist you more effectively, could you please provide clarification on the following questions?

• Can you confirm the date and time when you made your first deposit and when the Bonus was credited to your account?
• Were you notified of the bonus being credited to your account before or after the deposit?
• Did you receive any communication from 7Signs regarding the eligibility of your bonus or deposit method?

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,

Petra

15/3 march

it was autoamtic there i played with real money I didn't know I got any bonus actually.

no nothing.

Thank you for your reply and for providing the previous details, Shannnanigens.

• Have you kept any records of your correspondence with 7Signs (including emails and chat logs)?
• Do you have any screenshots of the error message or rejection that cites the Terms and Conditions related to your bonus?

Please provide any additional communication you had with the casino. This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

No all was good they ok to let me play and lose the money. There was no pop up all was automatic.

I think with the rules of casino guru they should give the bonus if I deposit with a method that is not allowed it's entrapment.

Dear Shannnanigens,

Thank you for your reply and for providing the previous details.

• Could you please post a screenshot of your transaction history here in this thread?
• Additionally, kindly provide the above-mentioned live chat transcript and any email correspondence as supporting evidence.

You may either upload the screenshots directly to the thread or send all documents to me at petra.h@casino.guru.

Without sufficient evidence, I am unable to proceed with your case.

Thank you again for your cooperation.

Dear Shannnanigens,

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.

Hi could you check please.

Dear Shannnanigenscaoticcrawfish77,

Thank you for your clarification. To proceed with the case, I will need a few more details:

• Were you informed at any point that the bonus terms and conditions would still apply even after completing the wagering requirements?
• Could you please clarify whether your casino balance is divided into real money and bonus money?
• Do I understand correctly that after completing the wagering requirements, your balance appeared as "withdrawable" or as real money?

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.

Dear Shannnanigens,

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.

Hello,

No was not told. I even completed verification that they requested at a later date and 4155€ was totally withdrawable in 500€ limit stages. The first i get of anything was 2 days after i verify my account they send an email to my shock. 7Signs credited the bonus to my account automatically which is their system error, not mine.

Dear Shannnanigens

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 (peter.c@casino.guru). 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,

Petra

Hello there,

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

I would now like to ask 7Signs 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!

Dear All,

Thank you for reaching out to us. We are investigating the matter with the relevant department.

Once we have an update, we will let you know.

Best Regards,

7 Signs Casino

Thank you hopefully we can resolve this.