Seven Casino - プレイヤーの賞金は没収されました。

Back again with another complaint against seven casino.

so they force you into taking an unwanted bonus. There’s no visible option to decline the free bonus when depositing.

anyway I met the 5000 euro wager requirement for the funds to free from bonus. I managed to get my winnings up to 900 euros.

I’ve withdrew the funds and then triggered the kyc team to ask for all my documents.

they have now sent me an email and they have confiscated all of my winnings and have told me I’m not getting nothing. They do this all the time when you beat them at there own game.

I met all the wager requirements and now they have hit me with "The reasoning behind the confiscation of your winnings is that you’ve breached our terms of service in regards to point " 7.6. Gaming with active bonuses is restricted in the next slots". You've played the games "The Dog House Megaways, Book of Dead, Rainbow Riches, Cash Connection Sizzling Hot" and "Live Casino" games with a bonus balance.

We are terribly sorry for any inconvenience this may cause you."

no where during/after making a deposit with an active bonus (which I keep saying I didn’t want) I even asked for it to be removed before even playing any funds but what told if I do that my whole balance gets wiped, does it say that you can not play live slots or live casino with an active bonus.

I am well within my rights to this money. It was won fairly and I didn’t breach any rules breaks or conditions.

please get onto these bandits and help me resolve my case please

Dear 29pk,

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. 

• Do I understand correctly a reload bonus was activated on your account that you ended up playing through?
• Could you please share the link or a screenshot of the bonus?

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

Best regards,

Tomas

I don’t have the screenshot.

so it was a bonus added when I made a deposit. No issue I wasn’t aware it happened. They then told me that it’s fine as long as I wager over €5000 euro with in 3 days.

I did that and then the money went from bonus money to money I could with draw. I tried to withdraw 900 and got an email back to say the funds are confiscated and they only gave me back 440 euros. You’re only allowed to play 3 games with that active bonus and playing any other game results in breaking the terms and conditions. Which is basically every single game on the site.

then I used that 440 euros to get it up to 1400 euros and tried to withdraw that money. That was denied because they are saying I can’t withdraw more than 1000 a day. It’s been nearly 5 days and I still don’t have my money. Even though I won another 1000 euros with the money they have given back as my initial deposit I’m still out of pocket my original 500 euros.

they keep making me to kyc. 3 times now I just want my money. It’s always an issue with this website

Thank you very much, 29pk, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Seven Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Dear 29pk,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Unfortunately, it appears that the casino you’ve chosen has a low safety rating and a poor track record when it comes to addressing customer complaints. While the chances of receiving a favorable response from them are slim, I’ve reached out to their official support team via email to request assistance with your issue. I’m currently awaiting their response and will keep you updated.

Thank you for your understanding and patience.

Best Regards,

Kubo

Dear player,

Thank you for reaching out to share your experience, and we’re genuinely sorry to hear about your frustration. We take every player’s concerns seriously, and we aim to ensure that our policies are as clear and supportive as possible for everyone who joins us.

Regarding your winnings, we understand that you’ve diligently met the wagering requirements. However, as mentioned in our Terms and Conditions, specific games, including some slots and live casino games, are restricted when using an active bonus balance. These restrictions help us maintain fair play standards and transparency in line with the regulations that govern our platform.

Please be aware that the Terms of Use, which outline these conditions, were accepted by you upon registration. By accepting them, we consider that you are familiar with all the details, including the restrictions on specific games when a bonus is active. While these restricted games remain are still present in the game selection, our Terms and Conditions clarify that they should not be used with an active bonus balance. This approach allows us to ensure compliance and fairness for all players.

We understand that the experience you described—particularly with the automatic activation of bonuses—can feel unclear, and we’re committed to making our processes smoother. Your feedback on this is crucial, as it helps us refine the player experience and make our guidelines as user-friendly as possible.

Our Customer Support team is here to assist should you have any additional questions or wish to discuss further. In the meantime, we recommend reviewing the T&Cs in detail to stay informed about game restrictions associated with active bonuses.

Thank you again for your feedback, and we hope to work together to provide a more positive experience in the future.

Warm regards,

Seven Casino Team

I’ve already told me this. It does nothing to help me get back the 500 euros I lost. You just said it yourself you add automatic bonuses. It’s an unfair tool used by yourselfs to claw back winnings, exactly what has happened here. I’ve spent thousands on the site and never complain when loosing.

it’s only fair you honour the winnings as a good will gesture. I still even spent another 2000 euros after you confiscated winnings.

Dear Seven Casino,

I hope this message finds you well. I would appreciate further clarification on the specific rule from your Terms & Conditions that you are referencing in regard to the current issue. Are you referring to Paragraph 7.6, which outlines the extensive list of restricted games for bonus play?

I’d like to point out that, as it currently stands, Paragraph 7.6 does not mention any consequences for players in the event of non-compliance with the restricted game list. However, even if such consequences are implied or later added, we at Casino Guru believe that in the spirit of transparency and fairness, the casino should take a more proactive approach in enforcing these restrictions. Specifically, if certain games are excluded from bonus play, they should be effectively restricted within the software itself. Players should either be prevented from accessing these games while an active bonus is in place, or they should receive a clear warning via a pop-up message when attempting to play any restricted game.

While I understand that you emphasize user-friendliness and a positive player experience, expecting players to read, memorize, and then comply with a list of 188 games (along with live games and sports betting restrictions) outlined in your Terms & Conditions is not the most intuitive or effective approach to achieving this goal.

Given that this appears to be a clear failure in the enforcement of your bonus terms on the casino’s part, I kindly ask that you reconsider your decision in this particular case and honor the player’s winnings in full. We believe that fairness and transparency should guide such decisions, and this situation reflects an opportunity for the casino to demonstrate its commitment to those principles.

For future reference, I would strongly recommend that you consider implementing a more user-friendly system to enforce bonus terms. This could include automatically blocking restricted games or notifying players immediately when they attempt to access them, rather than relying solely on players’ ability to remember and review lengthy lists in the Terms & Conditions.

Thank you for your cooperation and understanding. I look forward to your response and to a resolution of this matter.

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 29pk,

After making multiple attempts to seek clarification and resolution from Seven Casino regarding your complaint, I regret to inform you that the casino has not responded to our most recent communications. Unfortunately, without their cooperation, we are unable to pursue this matter further on your behalf.

While I understand your concerns and sympathize with your situation, the lack of a response from the casino prevents us from reaching a satisfactory resolution. That said, we continue to believe that transparency and proactive enforcement of bonus terms - such as restricting access to prohibited games during active bonuses or providing immediate warnings - are essential for ensuring fairness and avoiding such disputes.

As a result, I must close this complaint as unresolved. Should Seven Casino decide to revisit the matter in the future or provide a response, we will gladly reopen the case and assist further.

I truly appreciate your patience throughout this process and apologize that I could not secure a more favorable outcome for you. If you encounter issues with any other casino in the future, please don’t hesitate to reach out to us for assistance.

Best Regards,

Kubo