SevenPlay Casino - Играчът иска закриване на акаунта и възстановяване на сумата след пререгистрация.

Hello good,

I am writing to you to file a formal complaint regarding my Seven Play account and the failure to comply with basic player protection measures.

Some time ago, my account was closed due to gambling addiction, documenting my status as a vulnerable player. The closure was intended to protect me and prevent future access to the platform.

I subsequently reopened the account myself, which I expressly acknowledge. However, this account was created using the same real personal information as the previous one (same name, date of birth, and address), without concealing my identity. The only difference was the email address.

I acknowledge that I made a mistake by re-registering and I take personal responsibility for it. In fact, on the advice of my therapist, I am definitively closing this chapter of my life and have decided to file this complaint as part of that process.

However, I believe that Seven Play did not properly implement player protection measures, because:

The creation of a new account was permitted using personal data identical to an account previously closed due to gambling addiction.

No alert or block was triggered that prevented the registration.

Access to and use of the account was permitted despite the known history.

I understand that a responsible operator must have systems in place to detect duplicate accounts and mechanisms to prevent a person whose account was closed due to addiction from registering again with the same personal data.

My intention with this complaint is not to evade my share of responsibility, but to record that player protection was not adequately fulfilled, and to request that this case be reviewed to prevent similar situations from recurring in the future.

Solicitous:

The definitive and irreversible closure of any account associated with my personal data.

Written confirmation that I will not be able to register with Seven Play again.

Refund of deposits.

Thank you for your time.

Buenas,

Me dirijo a ustedes para presentar una queja formal relacionada con mi cuenta en Seven Play y el incumplimiento de las medidas básicas de protección al jugador.

Hace un tiempo, mi cuenta fue cerrada por adicción al juego, quedando constancia de mi situación como jugadora vulnerable. Ese cierre tenía como objetivo protegerme y evitar futuros accesos a la plataforma.

Posteriormente, he sido yo quien reabrió una cuenta, lo reconozco de forma expresa. No obstante, dicha cuenta fue creada utilizando los mismos datos personales reales que la anterior (mismo nombre, fecha de nacimiento y dirección), sin ocultar mi identidad. La única diferencia fue el correo electrónico.

Soy consciente de que cometí un error al volver a registrarme y asumo mi responsabilidad personal. De hecho, por recomendación de mi psicóloga, estoy cerrando definitivamente esta etapa de mi vida y he decidido presentar esta queja como parte de ese proceso.

Sin embargo, considero que Seven Play no aplicó de forma adecuada las medidas de protección al jugador, ya que:

Se permitió la creación de una nueva cuenta con datos personales idénticos a una cuenta previamente cerrada por adicción al juego.

No saltó ninguna alerta ni bloqueo que impidiera el registro.

Se permitió el acceso y uso de la cuenta a pesar del antecedente conocido.

Entiendo que un operador responsable debe contar con sistemas de detección de cuentas duplicadas y mecanismos que eviten que una persona con una cuenta cerrada por adicción pueda volver a registrarse con los mismos datos personales.

Mi intención con esta queja no es eludir mi parte de responsabilidad, sino dejar constancia de que la protección al jugador no se cumplió adecuadamente, y solicitar que se revise este caso para evitar que situaciones similares puedan repetirse en el futuro.

Solicito:

El cierre definitivo e irreversible de cualquier cuenta asociada a mis datos personales.

La confirmación por escrito de que no podré volver a registrarme en Seven Play.

Devolución de los depósitos.

Gracias por su atención.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear lauramartinez1452,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion:

If you need a break from online gambling, you can choose to self-exclude for a period that suits your needs. During the self-execution period, you will not be able to access the Website This is a personal decision and serves as an effective tool if gambling begins to feel compulsive. To request self-exclusion, please contact our support team at [email protected] with your desired exclusion period. Our team will promptly confirm the request, explain the implications of self-exclusion, and provide any additional support you may need. Please note that self-exclusion cannot be reversed until the exclusion period ends. Creating new accounts during this time is prohibited and may result in a permanent ban. Your account will only be reopened if you contact us to request it after the self-exclusion period has expired.

Could you please forward the self-exclusion requests you sent to the casino to my email at [email protected]? Do you currently have access to any of your accounts?

Thank you very much for your cooperation.

Best regards,

Kristina

Hi, yes, I have access to one of my accounts. I've included the self-exclusion confirmation email from October 20, 2025, in your email. I don't have the request message because it was done through live chat. However, I do have the account closure request from October 20, 2025. I've sent it to you by email.

Hola, si tengo acceso a una de mis cuentas. Te dejo en el correo electrónico el mail de confirmación de la autoexclusión el 20/10/2025. No tengo el mensaje de solicitud porque se hizo atraves del chat en vivo. Pero si tengo la solicitud del cierre de una de las cuentas el 20/10/2025. Te lo he enviado por correo.

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

Dear lauramartinez1452,

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,

Kristina