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 >
