Lucky7even Casino - Skype 認証後にプレーヤーのアカウントが禁止されました。

Hi, Ive made an account at this casino on 14th january and won 13.4k euro. After sumbimitng my documents the casino sent me an email asking for a skype verifiction, but i coulndt do it right then because i was leaving to go in military, but I talk with them and arranged to do it after i got back. Fast forward 2 months, I did the skype verification with them, provided my id on the video call, they said its all good and i need to wait for an email saying its aall good. After few days I got an email from they saying my account is banned😕. They just put a bunch of reasons why the account could be banned but didnt say which of that, but even I didnt do anything wrong as in their list.

I ll attach the screenshots of the conversations. I think this is very unfair and i need to receive my winnings, because i respected all fo their rules.

Hello silkaae6,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky7even Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Did you accumulate your winnings with real money or did you use a bonus? What kind of game were you playing? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

So after my win on 14th january the process began. I won I think with a bonus for casino, didnt break any rules regarding the bonus. I played slots. Last time the casino just sent me the email saying the account remain closed. ( Ithe first time that the casino asked for extra security, not that they closed my account)

Ill attach extra proof



Hello, this is very serios for me and im looking for your answer.

Hello silkaae6,

Unfortunately, the screenshots uploaded here are unreadable. Can you please forward them along with any other evidence to nikolas.b@casino.guru?

Yes! I did this now!

Thank you silkaae6 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, silkaae6,

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 Lucky7even Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed and the disputed funds confiscated?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

For now, it looks like the casino stated half of its Terms and Conditions (figuratively) as the reason for its actions regarding the user's account.

Thank you in advance for providing the information.

Dear Branislav,

Thank you for reaching out to us regarding this situation. We appreciate the opportunity to clarify the circumstances.

The account closure and confiscation of disputed funds are a result of the player's failure to pass the Skype verification procedure, which is a crucial step in confirming the identity of the individual operating the account during gameplay.

Regarding the Terms and Conditions, we would like to highlight the following:

Section 8.4: We reserve the right to conduct a phone call to the number provided in the user account as part of our KYC (Know Your Customer) procedure. Withdrawals may be suspended until the account is fully verified. Despite our efforts to contact the player via email or phone regarding the withdrawal of funds, if we are unable to reach them within two weeks from the date of the withdrawal request, the account may be locked due to failure to pass the KYC procedure.

Section 9.8: To verify a player's account, we require documents such as ID, payment system details, utility bills, etc., in either Latin or Cyrillic alphabet. If the player is unable to provide documents in these alphabets, we reserve the right to request video verification, where the player must display their documents.

We hope this explanation sheds light on the situation. If you require any further information, please don't hesitate to let us know. We are committed to transparency and ensuring compliance with our Terms and Conditions.

Thank you for your understanding.

Best regards,

The Lucky7even Casino Team

Thank you very much for the clarification and your email, Lucky7even Casino team.

I answered your email a while ago, and I am waiting for additional details/evidence supporting the casino's claims and decision.

Looking forward to hearing from you.