7Signs Casino - Das Spielerkonto wurde aufgrund einer verspäteten Auszahlung geschlossen.

Hello, 7signs casino blocked my account on December 7th after I played at their casino and made some winnings.

I would like to withdraw my balance of around €220 (I don't remember the exact remaining balance as it's been a while now).

On December 12th, having had no news from the casino, I requested to receive a refund of my balance, so the casino asked me to send the documents and data for the payment, I sent everything:

They replied that they would let me know.

Support continued to stall, saying my withdrawal request would be processed as soon as possible. Their last response was on January 9th:

As of today, January 29th, my withdrawal has not yet been processed by 7Signs Casino. I find this delay unacceptable.

Please help me because I don't know what else to do to get my money back.

Salve, il casino 7signs mi ha bloccato il conto il 7 dicembre dopo aver giocato sul loro casino e dopo aver fatto qualche vincita.

Vorrei poter prelevare il mio saldo di circa 220€ (non ricordo con esattezza il saldo residuo essendo passato un po' di tempo ormai).

Il 12 Dicembre, non avendo avuto notizie dal casinò, ho fatto richiesta di ricevere il rimborso del mio saldo, quindi il casino mi ha chiesto di inviare i documenti e i dati per il pagamento, io ho inviato tutto:

Mi hanno risposto che mi avrebbero fatto sapere.

Il supporto ha continuato a temporeggiare dicendo che la mia richiesta di prelievo sarebbe stata processata al piu presto. L'ultima loro risposta risale al 9 Gennaio:

Ad oggi, 29 Gennaio, il mio prelievo non è ancora stato inviato dal casino 7Signs. Ritengo che questo ritardo sia inaccettabile.

Vi chiedo per favore di aiutarmi perché non so piu che altro fare per riavere i miei soldi.

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Dear nancy74,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Has the casino provided any reason for the closure of your account?

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,

Attila

Hello Attila,

• I mainly used slots
• I was never asked for verification before having my account suspended
• The casino did not provide specific reasons for closing the account.

I hope I can get my money back.

Thanks in advance

Ciao Attila,

• ho usato principalmente le slot
• non mi è mai stata chiesta la verifica prima di avere l'account sospeso
• il casino non ha fornito motivazioni specifiche sulla chiusura del conto

Spero di riuscire a riavere i miei soldi.

Grazie in anticipo

Dear nancy74, thank you for your response. Could you kindly forward the email in which the casino communicated their decision to close your account? Additionally, may I inquire if you provided all the information accurately during the registration process?

Thank you for your patience and cooperation.

Dear nancy74,

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, Samuel (samuel.s@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,

Attila

Dear nancy74,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from 7Signs Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear 7Signs Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel, there have been some updates, I'll list them for you:

7signs casino contacted me last week asking for my crypto wallet details so they could send me the funds in my account.

This is the data I provided:

Crypto: ETH

Network: ERC20

Wallet address: 0xC52586Ab304fb425FBDF7b02E13326fe67f2F41a

The next day, I received an email from the casino saying that the withdrawal had been processed and that the funds would be available within 3-5 days (I received this email on February 12th), unfortunately, it's already been 5 days and I still haven't received my funds.

I contacted the casino again to let them know that I still haven't received the funds and this was their response:

So I replied to the casino that I haven't received the funds yet and that I would like to have the transaction hash of the transaction when they send them, as proof of payment.

To date, I haven't received a response to this latest request. And, of course, I still haven't received my funds.

Caro Samuel, ci sono stati degli aggiornamenti, te li elenco:

il casino 7signs mi ha contattato la scorsa settimana chiedendomi i dettagli del mio wallet crypto per inviarmi i fondi presenti sul mio conto.

Questi sono i dati che ho fornito:

Crypto: ETH

Network: ERC20

Wallet address: 0xC52586Ab304fb425FBDF7b02E13326fe67f2F41a

Il giorno successivo, ho ricevuto un'email dal casino che dice di aver effettuato il prelievo e che i fondi saranno disponibili entro 3-5 giorni (questa mail l'ho ricevuta il 12 Febbraio), peccato che sono passati già 5 giorni e non ho ancora ricevuto i miei fondi.

Ho contattato nuovamente il casino avvisandolo che non ho ancora ricevuto i fondi e questa è stata la loro risposta:

Così ho risposto al casino che non ho ancora ricevuto i fondi e che vorrei avere la transaction hash della transazione nel momento in cui li inviano, come prova di pagamento.

Ad oggi, non ho ricevuto risposta a questa mia ultima richiesta. E i miei fondi, ovviamente, non li ho ancora ricevuti.

Dear nancy74,

Thank you for reaching out to us.

We would kindly like to inform you that your case is currently under review and we expect further information and updates as soon as possible.

We thank you for your understanding and patience.

Kind regards,

7Signs Casino Team

Hello everyone,

thank you both for the updates.

At this point, we will wait for 7Signs Casino to provide a more concrete statement.

Nancy, please also let us know whether you receive the transaction hash or any further confirmation regarding the payment.

I’ll continue monitoring the case and will follow up once there is new information from the casino.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear nancy74,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel