Address verification trouble and withdrawal of 13500 euro

This complaint is not currently filed with the regulator.

Casino Name: 7Signs

Total Lost After Exclusion Request: $2,190

Date of Initial Self-Exclusion Request: March 1, 2025

Date Account Was Finally Closed: April 30, 2025

I am writing to file a formal complaint against 7Signs Casino for a serious failure to fulfill their responsible gambling obligations. Despite my clear and confirmed request for permanent self-exclusion, the casino failed to take timely action in line with their stated policies and licensing standards.

Detailed Timeline:

March 1, 2025 (4:46 PM): I reached out to 7Signs to request permanent self-exclusion due to my inability to control my gambling.

"Hello, I want to be self-excluded please. I play too much money."

March 1, 2025 (5:16 PM): I received a reply asking me to confirm my request.

March 1, 2025 (5:17 PM): I confirmed immediately:

"Yes, proceed please."

Despite this confirmation, 7Signs did not follow through. My account was left open, and I continued gambling and losing money while actively trying to stop.

Over the following weeks, I sent over ten additional messages requesting that my account be closed:

March 5, 2025: "I want to self-exclude please. I waste too much money."

March 14, 2025: "Can you please exclude me? I’ve been asking many times... please just do it."

March 20, 2025: "... answer please. That’s a shame."

April 14, 2025: "I’ve been sending you emails to exclude me for weeks… I sent around 10 messages… I kept spending so much money during that time."

April 18, 2025: "Can you exclude me please. I wasted too much money."

April 25, 2025: "Hello??????? Please exclude me? For how many months do I have to ask before you answer??"

Failure to Uphold Self-Exclusion Policy:

According to the Responsible Gaming section on the 7Signs website, accounts should be closed within 24 hours of receiving a self-exclusion request. This is a clear policy and also a licensing expectation under the Anjouan jurisdiction.

I followed all the steps they require: I contacted support, expressed my wish to self-exclude, and confirmed when asked. At no point do their terms state that a person must declare an addiction for the exclusion to take effect — and such a requirement would be both unfair and irresponsible.

I reviewed several responsible gambling policies across similar casinos, and all state simply:

"To self-exclude, contact our support team via email and your account will be closed within 24 hours."

There is no mention of needing to declare an addiction or use specific language.

Despite this, 7Signs allowed me to continue gambling for nearly two months following my confirmed request. During this period, I lost $2,190. To make matters worse, instead of taking action, one support agent even offered me a bonus — a response completely out of line with responsible gambling standards.

Account Closure Only After Pressure — With a Concerning Message:

My account was only finally closed on April 30, and only after I escalated the issue through a formal complaint.

Even then, the closure email included a message saying they would be “happy to reopen” my account at any time — despite the months of messages clearly stating I wanted permanent exclusion due to gambling harm. This highlights a deep misunderstanding of the seriousness of the issue and an alarming lack of safeguards for at-risk players.

What I Am Requesting:

A full refund of the $2,190 deposited and lost after March 1, 2025 — the date my exclusion request was confirmed.

A full investigation into 7Signs Casino for failing to uphold its responsible gambling commitments and for not protecting a vulnerable player in need.

This goes far beyond poor customer support. The casino failed to act on repeated, urgent requests to stop gambling, resulting in significant financial and emotional harm. Their policies are clear — but they did not follow them.

Please find attached screenshots of my emails and the deposits made during the period in question.

Sincerely,

< first name removed >

Dear community,

I made withdrawal request on 28th of February 24. I have been waiting patiently for 10 days now. Last couple of days, contacted multiple times live chat and support via email. Live chat sent me since Monday (Today is Friday) same generic answer "shortly, thank you for patience". Email support hasn't even replied.

Help please.

Thank you in advance

Hello, I have been trying to make a withdrawal with 7signs for the past few weeks and they keep asking me for more verification documents. I have submitted over 10 pieces of documents and it's been 7 days since the last response.

7Sings delaying and stalling me for such a long time and they are unresponsive. I provided so many documents every time they keep asking for new documents

I would like to know how long it takes to review the documents and receive my payout. We have been going through the process for over 1 month now and I have yet to receive any payout for my winnings.

I think because my win is so big they keep stalling me. I noticed other users have the same issue.

Could Askgambler help me contact 7signs as they not responding to me anymore?

Greetings I am just new. I won 7000 euro!

Only I have a bad experience with 7signs I won a life changing amount for me. Now for verification. They approved my account. Multiple times confirmed in the chat.

Only after not paying me out I had to go in the chat after not wanted to wait anymore. They asked kindly for a PDF format bill. My letter was sent by physical post mail there is not such a thing as pdf for this format. Financial department informed me that a pdf file from bank format was good. I sent this from my local bank. After waiting for a whole they returned said I need to find a PDF format utility bill.

I am no position to get this bill. I verified my account by: ID

ID holding with myself

Id holding with myself and back ground from the website from 7 signs

Utility bill ( which is approved)

Bank statement PDF file ( which is approved) and REQUESTED by the chat itself for alternative proof of address.

This is a full KYC approving process. Which is all approved. This just sounds like a delaying payment process for me which really frustrating.

Hello,

The site www.7signs.com blocked me with a gain of 4400 € with them.

At first, when I wanted to withdraw 500+500 € they asked me to verify my account, I sent them everything and then I received an email saying that my account is completely verified.

Afterwards, when I wanted to withdraw the rest of the money I had earned from my account (4400 €), they asked me to verify it again (why when my account is already verified?). They saw a profit of 440 € and they are afraid, unable to pay me...

This morning, I receive an email that my account is closed permanently without any explanation and there is my money on it 4400 €.

And on the conditions it is mentioned when they close an account they refund the money of the person, but I have not received anything!

I ask for your help, please.

I won 700€ at the 7Sings Casino. I tried to withdraw 500€ but they declined my payment and said that they will pay with manual withdrawals. I have only received 200€ so 500€ is missing. They paid the 200€ over a month ago so I assume they aren't planning on paying any more money. They haven't asked for any more documentation. And they don't provide any more info about the remaining money.