7Signs Casino - Заявката за закриване на акаунт на играч е забавена.

Hi! I requested 7signs to close my account on 27/03/2025 through email address as their chat support refused to close my account and insisted I need to send request trough email, although I specified that I would like to close my account due to gambling issues. On the same day I sent two emails to provided email

address with request to urgently close my account as I have gambling problems.

As of today account is still

not closed and I have deposited additional 5500 euros to 7signs. I request that my account is closed and funds that were deposited after I notified them about my gambling problems, to be refunded to my account. I have all screenshots, sent emails, deposit information etc

Dear zvezdovs,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify the reason for closing your account? Additionally, would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika!

Thank you for picking this up!

In total I requested to close my account trough their chat system more than 30 times, each time I said I have gambling problem and account should be closed permanently without option to re—open it.

When I requested it first time, support said - no problems, we take this seriously, will escalate, close and account and notify me, I think I have screenshot of this. Shall I send it over?

After some time since first account closure request I found out my account is still active. I contacted support trough chat system and was told that only way to close account is to send email to [email protected], which I did send. Btw, is this not illegal, shouldn’t they close account the very moment I notified them about my gambling problems and asked to close my account?

Since 27/03 I have sent in total 12 emails with request to close my account due to gambling problem, but my account is still open as of today. How shall I send you emails? Screenshots or forwarding?

Thanks!

Hi Veronica!

I would like to point out that since I opened this claim I have sent few more emails 7signs support stating that I have gambling issues and requesting to urgently close my account, but my account is still accessible and open to this date.

Thank you for your responses. I have not yet received any emails from you. Could you please confirm whether you sent me the account closure requests you submitted to the casino, along with the responses you received from them? I would need the original emails, and if you also have chat transcripts from your conversations with customer support, they would be very helpful.

You can send them to me at [email protected].

Thank you for your patience and cooperation.

Hi Veronika!

I have received some dubious emails (I think they trying to impersonate you).

I forwarded you that email and most of the emails sent to 7SIGNS.

Unfortunately I have not received any replies from them, nor they send chat transcripts.

Can you confirm you have received my emails?

Thanks!

I would like to point out - even after all those emails sent, numerous tries trough their chat, and now this case open for some time - my account is still open!

Can we put some urgency to this and at the very least close my account asap?

Thank you for your emails.

Please stop communicating with the email "[email protected]", as this is a scammer trying to steal money from our users.

Have you received a response to any of your emails you sent to the casino? I need to receive at least some evidence that the casino acknowledged your problem but failed to protect you and close your account.

Hi,

Noted.

Did find some emails in spam folder, forwarded them to you.

How about closing my account? Is that something you could get done asap?

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello zvezdovs, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of 7Signs Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Hi Matej!

Thanks for picking this up.

Here are few screenshots with 7Signs chat refusing to close account, even when I clearly stateted I have gambling issues.

Dear zvezdovs,

Thank you very much for your message and for bringing this to our attention.

We have now launched an immediate investigation into your case.

However, after reviewing our records so far, we have not been able to locate any email request from you dated 27/03/2025 or earlier regarding a permanent self-exclusion due to gambling problems.

To assist us in clarifying this matter, could you please confirm once again whether you submitted your self-exclusion request exclusively via live chat, or if you also sent it via email on that day (or any other day)? If possible, kindly forward us a copy or screenshot of the original email.

In the meantime, please be assured that your account has now been permanently closed in line with your request.

We appreciate your patience and cooperation as we continue to review the details of this case carefully.

Kind regards,

7signs Team

Dear 7signs Team, thank you for closing the player's account. From the evidence provided by the player, he has been trying to self-exclude due to gambling problems via e-mail since 27th March, sending several messages and contacting the live chat support. While I understand the live chat is unable to process such a request and always asked the player to send an e-mail, this is quite worrying situation.

Also, the e-mail sent on 9th April has been acknowledged by the support staff on 30th April, with ticket reference number 27471735. Could you please investigate this and find out why the account has not been blocked within 24 hours (10th April), and also check for any other e-mail communication from the player's registered e-mail? His self-exclusion requests were sent on 27th March, 9th April, 10th April and now on 16th June.

Dear zvezdovs, while waiting for the casino to investigate, could you please send me a video showing the self-exclusion e-mails in your mailbox's "Sent" box? Ideally all four of them, one by one clicking on them so we can see them in full length and that they were sent to the proper e-mail address. You can send it to me directly at [email protected].

Secondly, I have noticed you were contacted by the scammer posing as my colleague Veronika, fancying himself being a "Casino Guru Consultant". I would like to reiterate this is not Veronika and this scammer is known to us and is being dealt with internally. Please make sure you don't talk to him, and most importantly - do not send him any money or your personal details as he misuses them for fraud and theft. Casino Guru would never ask for login details or money, or promise help in exchange for a percentage of your winnings/refunds returned. Our service is free for the players and please block his e-mail address ASAP. Thank you.

Dear zvezdovs,

Thank you for your message.

We have sent you an email with a detailed explanation of your case, along with a proposed solution.

Kindly check your inbox at your earliest convenience and get back to us so we can proceed accordingly.

We remain available should you have any further questions.

Best regards,

7Signs Team

Dear zvezdovs, as I have not been included in the communication, could you please let me know in the thread what is the proposed solution and whether you agree with it? Thank you.

Dear zvezdovs,

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.

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

Dear zvezdovs,

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,

Matej