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I deposited 100 reais, played won 88,106.58 met all withdrawal requirements and requested a withdrawal of 62,000.00 thousand the platform said it would take up to 21 days to receive it. They asked days later to verify the account, I sent documents all right and the verification completed successfully. I continued playing with the remaining balance until then everything was fine. Last week when trying on the platform I was informed that my account had been banned. I contacted them several times via chat and email. Each time they gave me several different and inappropriate answers. I need you to resolve my case, as I had my access suspended and I add the amount of 62,000.00 thousand. Before that I never had problems with withdrawals.

Depositei 100 reais, joguei ganhei 88.106,58 alcancei todos os requisitos para saque e solicitei um saque de 62.000,00 mil a plataforma informou que levaria até 21 dias para o recebimento.Pediram dias depois para fazer a verificação da conta, enviei documentos tudo certo e a verificação foi concluída com sucesso. Continuei jogando com o saldo restante até aí tudo certo. Semana passada ao tentar na plataforma fui informada que a minha conta tinha sido banida. Entrei em contato por várias vezes via chat e por email. Todas as vezes me deram várias respostas diferentes e sem cabimento. Preciso que solucionem o meu caso, pois tive meu acesso suspenso e junto o valor de 62.000,00 mil. Antes disso nunca tive problemas com saques.

Dear Vanessa10,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello Petronela, thank you for your attention,

I already have the account for a long time, the verification of the account successfully days after I requested the withdrawal. Always played Casino games, winnings were with active bonuses, completed all withdrawal requirements.

I sincerely hope you can help me, thanks in advance for your feedback.

Olá Petronela, obrigada pela atenção,

Já tenho a conta a muito tempo, a verificação da conta com sucesso dias depois de ter solicitado o saque. Sempre joguei jogos de Casino, os ganhos foram com bônus ativos, conclui todos os requisitos para saque.

Espero de coração que me ajudem, desde já agradeço o retorno.

Thank you, Vanessa10, for the clarification. Is there any relevant communication that you could forward to me before we'll proceed to contact the casino?

That would be Petronela, and the fact that I was accused of fraud, abuse, having more than one account, I did not commit such acts. Each time the platform makes me different accusations to prevent my withdrawal.

Seria isso Petronela, e o fato de já me acusarem de fraude, de abuso, de possuir mais de uma conta, eu não cometi tais atos. Cada vez a plataforma me faz acusações diferenciadas para impedir o meu saque.

Could you please forward any relevant communication between you and the casino to petronela.k@casino.guru at your earliest convenience? Thank you.

If the platform looks at my history and analyzes it properly, it will see that I always played the same games. I have already made several withdrawals, this would be the highest value. Then they successfully verified the account and now I was waiting to receive it and I was banned. This is negligence, I had the platform as a reference, now I'm disappointed.

Se a plataforma olhar meu histórico e analisar como se deve, vai ver sempre joguei os mesmos jogos. Já efetuei vários saques, esse seria o de maior valor. Aí fizeram a verificação da conta com sucesso e agora estava aguardando para receber e fui banida. É um descaso isso, tinha como referência a plataforma, agora estou decepcionada.

Oh and one more information I only use the platform through my cell phone.

Ah e mais uma informação só utilizo a plataforma através do meu celular.

I still didn't receive any relevant communication. Have you sent anything, please?

The relevance is that I have a banned account, with a value of 62,000.00, and the platform informs me that I abused pragmatic games and that I have more than one account, among other accusations. Whenever I contact the platform, it gives me different answers. As I informed you, I was asked to verify the account after requesting the withdrawal. I sent all the documents requested by the platform and received an email saying that the verification was successful. However, a few days before the money dropped, I was surprised with the account banned. The deadline they gave me was 21 days. I had a balance beyond 62,000.00 and I continued playing until the day my account was banned. A negligence waiting for almost 21 days to receive the amount. I believed that the platform would fulfill its duties. I was confident, as I had already made several withdrawals before, of course smaller amounts, but I always received it right. Now with this higher value there was this impasse. I have the prints of the values that I was winning and betting. Until it reached the amount of 88,106.58 and also the prints of the conversations with the platform.

A relevância é que estou com a conta banida, com valor de 62.000,00, e a plataforma me informa que fiz abuso em jogos pragmáticos e que possuo mais de uma conta, entre outras acusações. Sempre que entro em contato a plataforma me dá respostas diferenciadas. Como lhe informei foi me pedido para verificar a conta após a solicitação do saque. Enviei todos os documentos solicitados pela plataforma e recebi um e-mail dizendo que a verificação foi efetuada com sucesso. Porém poucos dias antes de cair o dinheiro fui surpreendida com a conta banida. Prazo que me deram era de 21 dias. Tinha saldo além dos 62.000,00 e continuei jogando até o dia que a minha conta foi banida. Um descaso aguardando quase 21 dias, para receber o valor. Acreditando eu que a plataforma iria cumprir com o seus deveres. Estava confiante, pois já havia efetuado vários saques antes, claro que valores menores, mais sempre recebi certinho. Agora com esse valor maior houve esse impasse. Tenho os prints dos valores que fui ganhando e apostando. Até chegar no valor de 88.106,58 e também os prints das conversas com a plataforma.

Sorry, I sent the details to your email.

Desculpa, enviei no seu e-mail as relevâncias.

Thank you very much, Vanessa10, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Thank you very much, I hope you can help me. I have faith that they will 🙏🏼 But I confess that I'm pretty discouraged.

Muito obrigada, espero que vocês consigam me ajudar. Tenho fé que vão 🙏🏼 Mais confesso que estou bem desanimada.

Hello, Vanessa10,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, as I can see you use Gmail - can you please forward me the email of your successful verification as follows: right mouse button click on the email in question, and choose the option "Forward as attachment"? I recommend using a PC and one of the common internet browsers. My email is branislav.b@casino.guru.

Now I would like to invite 7Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 7Slots Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and withdraw the balance?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello Vanessa10,

During the analysis of your account, fraudulent actions committed by you in Pragmatic games were detected. Your balance has been debited and your account blocked by the administration's decision,

You can get more information by talking to a support agent as it is confidential.

Olá Vanessa10,

Durante a análie da sua conta, foram detectadas ações fraudulentas cometidas por você nos jogos da Pragmatic. O seu saldo foi debitada e sua conta bloqueada pela decisão da administração,

Pode obter mais informações através de uma conversa com um agente de apoio, uma vez que é confidencial.

Dear 7Slots Casino team,

As I can see on the screenshots of the communication between the casino live chat representative and the complainant, she was provided with nothing except for the same messages containing allegedly breached rules.

Therefore, I would like to repeat a part of my previous post.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Could please provide me with the evidence supporting your claims and the casino's decision?

I am afraid we will not get anywhere without it.

Dear Branislav, 

The reason for the account block is the fact that the customer has created more than one account. In fact. The player has created two accounts: 

The player ID of 246**5 has been created at 2023-01-25 

The player ID of the 523**4 has been created at 2023-01-31

The playing has been initiated in parallel on both profiles, in the same slots, such as 

Gates of Olympus 

Big Bass Bonanza 

Big Bass Splash

The common pattern of the player’s behavior is also similar considering the activity of the player. Also, there were used the same device and from one IP address. All of the mentioned above has been confirmed by the security department. 

In this case, I would like to refer to 7Slots Terms and Conditions and particularly to the section - 

5. Creating an account

Please take a look: 

5.5. Each customer is only permitted to create one account on the Website. Any other accounts created by the same customer will be considered duplicate accounts. We have the right to close such accounts and:

5.5.1. consider all transactions performed using a duplicate account void

5.5.2. refuse to refund any deposits made or bets placed from a duplicate account

5.5.3. demand that all winnings, bonuses, and funds obtained from their use of a duplicate account be returned to us The customer must return these to us at our first request.

Also, we would like to specify, that we didn’t take anything extra, except for winnings. The statistics of the blocked account are next: 

Dep sum (Lifetime)

1 354 BRL

Wd sum (Lifetime)

1 680 BRL

In conclusion, I would like to tell, you that we didn’t take any funds from the player, but we just applied the restrictions that are provided by the rules in such cases. 

Greetings all,

Thank you, Vanessa10, for your emails and screenshots provided. However, what does it prove, please?

If there are so many matches that suggest one person was using multiple accounts, how do you imagine proving anything else?

The casino also recommended you contact the casino's customer support for more information. Can you contact them and provide me with the information you will receive?

Dear 7Slots Casino team,

Alright, thank you for the additional explanation.

Unfortunately, only an explanation is not enough to support the casino's claims and decision, and we would definitely need more details and evidence.

Since I requested the necessary evidence more than once, I will not repeat my questions.

It would be great if the casino could provide us with the following (from both linked accounts):

• Complete game history/game logs or parts where it is clear the accounts played the same games at the same times + information if any bonuses were active at that time
• Transaction history if deposits/withdrawals/bonuses are not visible in game logs
• Information about the used payment methods, especially, if both accounts used the same payment method
• Evidence showing the device and IP matches
• If there are other matches - we need to see them as screenshots from the casino system

It would be highly appreciated if at least the players' IDs or emails are visible in the provided data. Feel free to use my email mentioned several times in this thread.

Also, a few more questions arose in the meantime.

The complainant claimed that she accumulated the disputed winnings with a bonus. Did both accounts use bonuses? If yes, what exact bonuses were used? Did they use the same bonuses?

Depending on answers to the questions about bonuses - if the first account did not use any bonus, what (unfair) advantage did the disputed account gain by playing in this way?

In case the casino confiscated anything from the player's winnings, we need to see the evidence to support the accusations. As was mentioned earlier, I am afraid we will not get anywhere without it.

Looking forward to hearing from you.

Dear Branislav, 

We will prepare a list of documents we can provide you with. Please provide your corporate email address to provide evidence.

Dear 7Slots Casino team,

Feel free to use my email address mentioned several times earlier in this thread (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear Branislav,

We are already preparing a letter of evidence. We will contact you via email .

Dear 7Slots Casino team,

Unfortunately, no one from the casino has contacted me regarding the matter.

Has any evidence already been sent, please? If yes, can you provide me with the date and time when it was sent?

More than a month has passed since I invited the casino to the thread. Please note we are not able to keep the complaint open for an indefinite period. If we are not provided with the relevant evidence and/or requested information in a reasonable time, I am afraid we will be likely forced to think about complaint closure, however, not in favour of the casino.

Looking forward to hearing from you.

Dear Branislav, 

We have sent you a letter to your e-mail, please review the provided information .

Thank you for your email and the details provided, 7Slots Casino team. Could you please look at my last email regarding the matter and reply with the additionally requested information and evidence?

Dear Vanessa10,

In the meantime, while we will wait for the casino's email and further information, allow me please ask you a few more questions to clarify the situation, and to repeat the one that has not been answered yet.

Can you please confirm that you abused the casino's system by playing Pragmatic games some time ago with an active bonus and that the same event occurred in another linked account?

Basically, the main issue is that the same activity was made on both accounts in the past, and it would be very difficult and maybe even impossible to prove anything else. It shows signs of multiple accounts used by 1 person.

If there are so many matches that suggest one person was using multiple accounts, even gaming patterns/games played, and the way the accounts abused the casino's system at the same time, how do you imagine proving anything else?

Please note that from the provided data, it is clear that the same device/IP and bonus were used by both linked accounts in the past. We are able to accept 2 accounts used in the same household in specific circumstances, but in this case, when bonuses were used by both accounts and in the same way, we are likely not talking about a couple or 2 different people playing in the same casino separately. Online casinos also have to protect themselves against abuse by players, and exactly, therefore, such rules about multiple accounts and prohibited activity were created.

Looking forward to hearing from you.

Yes, I used the bonus because it was viable for me, not because I was trying to abuse the games. And yes, as I said earlier, the other account belongs to my husband. They must even have his device registration, as well as his personal data, when the account verification was done. And even on the day I won that amount, I was the only one playing. How can I play the same games at the same time with different devices?

Can't you play the same games and try the same play strategies, seeing that it was working for one, who knows, it might not work for the other? This was the way we played, so only one device per IP can own the casino? If there are more people in the household, can only one download the 7 slots app?

As the casino will always be right, as its rules are clear, they can block your account at any time, without further explanation, and remembering that this moment only occurred when I obtained a greater amount, because before when I withdrawn smaller amounts, there was never a problem. Remembering that when my husband or I saw that the game was good, one told the other to try. Anyway, I'm already convinced that I won't succeed in this matter. I'm not the first and I certainly won't be the last. I've seen several complaints here. So far, I haven't received any concrete evidence and I don't expect to receive it either, because I know it's a hopeless case.

Sim, eu utilizei o bônus, porque era viável para mim, não por tentar abusar dos jogos. E sim, como já havia falado anteriormente a outra conta pertence ao meu esposo. Inclusive devem ter o registro do dispositivo dele, assim como os dados pessoais dele, quando foi feito a verificação de conta. E inclusive no dia que eu ganhei esse valor somente eu estava jogando. Como posso jogar os mesmos jogos ao mesmo tempo com dispositivos diferentes?

Não pode-se jogar os mesmos jogos e tentar as mesmas estratégias de jogadas, vendo que estava dando certo pra um quem sabe não dá certo para o outro? Essa era a maneira que jogávamos, então somente um dispositivo por IP pode ter o cassino? Se tiver mais pessoas na residência, só uma pode baixar o aplicativo 7 slots?

Como o cassino sempre vai ter a razão, pois suas regras são claras, podem bloquear sua conta a qualquer momento, sem maiores explicações, e lembrando que esse momento só ocorreu quando obtive um valor maior, porque antes quando sacava valores menores nunca teve problema. Lembrando que quando eu ou meu esposo via que o jogo estava bom, um falava para o outro para tentar. Enfim já estou convencida que não vou obter sucesso nessa questão. Não sou a primeira e com certeza não vou ser a última. Pois já vi aqui vários reclamações. Até então não recebi nenhuma prova concreta e também não espero receber, pois sei que é caso perdido.

At 7 slots, you can check the ID bank account of 246**5 was created on 2023-01-25, which belongs to my spouse. Since the platform does not make withdrawals to third-party accounts. Now, if the platform receives deposits from third parties, it is accepted, even if it is to block the account in the future and keep the balance for them. Well that's right, right?

A 7 slots, pode verificar a conta bancária do ID do 246**5 foi criado em 2023-01-25, que pertence ao meu esposo. Já que a plataforma não efetua saques para contas de terceiros. Agora se for para a plataforma receber depósito de terceiros é aceito, mesmo que seja para futuramente bloquear a conta e ficar com o saldo para eles. Bem justo isso né?

Dear Vanessa10,

But it was done with a bonus in the past, by both linked accounts and in the same way in March playing Pragmatic games. As for your question - it is not unusual for a player to play in the same way on different devices. To be more exact, the same time was meant like the same day or the same period when both accounts were fully active. In addition, it is possible only by registering and using multiple accounts.

"Can't you play the same games and try the same play strategies, seeing that it was working for one, who knows, it might not work for the other? This was the way we played, so only one device per IP can own the casino? If there are more people in the household, can only one download the 7 slots app?"

Yes, you can if such a play does not breach the casino's terms and conditions. No, you cannot play the same games and try the same strategies if it means bonus or casino system abuse, especially, if it was done by 2 accounts from 1 household. However, we are talking about the activity that was made in March 2023, which caused a violation of the casino's rules/bonus abuse.

As was mentioned, we are able to accept more than one account in the same household and the same IP in specific circumstances, but not if there are too many matches in play patterns, as well as the way both accounts abused the bonuses. If only one account used a bonus, it would be a different story. The applied rules were created exactly against such situations and possible multiple accounts/bonus abuse. Furthermore, the main issue there are matches that indicate that both accounts were used by 1 person, therefore, it falls under the rule about using only 1 bonus per player/IP/household/device/etc.

If there were 2 individuals playing separately with the linked accounts, can you please explain how is it possible your CPF number was used in both accounts?

The CPF was used for deposit by mistake. But okay, I understood the explanations. Thank you very much.

O CPF foi utilizado para depósito por engano. Mais tudo bem, entendi as explicações. Muito obrigada.

Dear Vanessa10,

In the meantime, I was also provided with additional details that I requested from the casino. At some points, both linked accounts were even used on the same device using the same IP address.

After reviewing all the gathered information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts used by one person and bonus abuse, while most of the important details were already indicated above, in my previous posts. The casino acted in accordance with its terms and conditions, and in such circumstances, we are able to accept its decision.

Please note that online casinos are not obliged to perform additional verification and account review earlier than upon a withdrawal request or upon a withdrawal of a higher amount. It depends on the casino. However, it means that the casino likely did not know about the given facts before or did not do the additional checks before the withdrawal request.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, 7Slots Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru