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April 17, 2025

On the "7Spin" JPY site

"Virtual Currency Debut Campaign" is running

When I asked the chat support, "Can I receive this bonus?"

The operator replied, "There's no problem."

Deposit 1.5 million yen in USDT and receive a bonus

While playing baccarat, which is not a prohibited game,

Suddenly, without any warning, I received an email about a violation of the terms of service.

My account was frozen and the nearly 1.5 million yen I had deposited was confiscated.

Of course, I don't have multiple accounts.

There are no opposite bets on player and banker.

This is the only time I've received this bonus.

I contacted support straight away

I can't tell you exactly what the violation was.

I asked if I could just withdraw the remaining balance.

Regarding withdrawal of the player's balance, if the Company determines that the player is in danger of violating the Terms of Use, the Company reserves the right to take measures at its discretion, without prior notice to the player, such as deleting all or part of the information submitted by the player, freezing the player's account, and/or confiscating the player's balance.

I received a reply saying this, and it doesn't look like they will give me a refund easily.

For now, as soon as the support department can confirm the current situation,

I was told to reply by email, so I have had a week to receive a reply.

There is no response from the relevant department.

2025年4月17日

「7Spin」JPYサイトにて

「仮想通貨デビューキャンペーン」がやっており

チャットサポートにて「私はこのボーナスを貰っても良いか？」と聞いたところ

オペレーターより「問題ない」との返事をもらえたので

USDTで150万円分入金してボーナスを貰い　

禁止ゲームでもないバカラで消化している最中に

何の前触れもなくいきなりメールが届き規約違反という理由で

アカウント凍結＆入金した150万近くの残高没収されてしまいました。

勿論、複数アカウントを登録しておりませんし

プレイヤーとバンカーに賭けるようなオポジットベットもしておりません。

このボーナスを貰ったのも今回の1度だけです。

すぐにサポートに連絡したのですが

何が具体的に規約違反だったのかは教えてもらえず

残高の出金だけでもさせてほしいと頼むも

ご残高の出金につきましては、当社は利用規約におけるプレイヤーが違反する恐れがあると当社が判断した場合には、当社の裁量で、プレイヤーに事前に通知することなく、プレイヤーが送付した情報の全部もしくは一部の削除、プレイヤーのアカウントの凍結、保有する残高の没収等の措置を取ることができるものとします。

との返事が届きすんなり返金してくれそうにりません。

一応、現状はサポートから担当部署の確認ができ次第

メールで返事をするとの事で1週間返事を持っているのですが

担当部署からは返事が来ない状況です。

Dear patipati,

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

To better understand your situation and assist you further, could you please provide the following information:

• Could you please forward me the email you received from the casino regarding the violation of their terms of service? My email address is veronika.f@casino.guru.
• Have you wagered your entire deposit before your account was closed?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

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.

Thank you for your reply, Veronika .

Could you please forward the email regarding the violation of the casino's terms of use to me? My email address is .

I just sent you an email earlier.

We apologize for the inconvenience, but please check.

-Did you wager your entire deposit before your account was closed?

I don't think I was able to bet the full amount because my bet was frozen while I was betting.

The exact amount wagered is unknown as it has now been frozen.

· Have you passed a full KYC verification or at least provided the casino with proof of identity?

I have passed KYC.

Veronika様　お返事ありがとうございます。

・カジノの利用規約違反に関するメールを私に転送していただけますか？私のメールアドレスは veronika.f@casino.guru 。

こちら先ほどメールをさせていただきました。

お手数ですが御確認よろしくお願いいたします。

・アカウントが閉鎖される前に入金額の全額を賭けましたか?

賭けている間に凍結されたので全額は賭けれていないと思います。

賭けられた正確な金額は今は凍結されてしまっているので不明です。

・完全な KYC 検証に合格しましたか、または少なくともカジノに身分証明書を提出しましたか?

KYC合格しております。

Thank you for your emails. I need to clarify a few details with you:

Do you have two separate accounts in 7SPIN Casino?

Could you please explain the difference between the "dollar site" and the "Japanese yen site"? Are those two different casino sites, or are you having two different currencies in your casino profile?

thank you for your reply.

> Could you please explain the difference between the "dollar site" and the "Japanese yen site"?

"Dollar Site" is the original 7Spin Casino

Recently, the Japanese Yen site 7Spin Casino was created.

Users who have an account on the original "dollar site"

An account was automatically created on the "Japanese Yen Site" (no KYC required)

More information

https://7spin.vip/dollar-site-customers

Please refer to:

I use both the dollar site and the Japanese yen site.

I received a bonus from the "Virtual Currency Debut Campaign"

It's also mentioned in the link above

The "Dollar Site" and the "Japanese Yen Site" are separate and independent casinos.

It is also written that the campaigns are not common.

Above all, before I get my bonus

After asking chat operators on both sites if I could receive the bonus,

I received a bonus and am playing, so I am not doing anything wrong.

お返事ありがとうございます。

〉「ドルサイト」と「日本円サイト」の違いを説明していただけますか？

「ドルサイト」が元々の7Spinカジノで

最近「日本円サイト」の7Spinカジノが作られ

元々の「ドルサイト」でアカウントを持っているユーザーは

自動で「日本円サイト」にアカウントを作られました（KYCも不要）

詳しくは

https://7spin.vip/dollar-site-customers

を、ご参照ください。

私は「ドルサイト」「日本円サイト」で両方で

「仮想通貨デビューキャンペーン」のボーナスを貰いましたが

上記のリンク先でも書かれていますが

「ドルサイト」と「日本円サイト」は独立した別々のカジノであり

キャンペーンも共通では無いと書かれております。

何より私はボーナスを貰う前に

両方のサイトでチャットオペレーターへボーナスを貰って良いか尋ねた後に

ボーナスを貰いプレイしており何もやましいことはしておりません。

postscript

The "Virtual Currency Debut Campaign" page I received had "Dollar Site" and "Japanese Yen Site".

There is no mention that you can only receive one.

"Dolsite"

追記

私が貰った「仮想通貨デビューキャンペーン」のページには「ドルサイト」「日本円サイト」の

片方でしかもらえないといった記載はありません。

「ドルサイト」

To be continued

"Dolsite"

At the end of the bonus page on the dollar site,

There is even a link that takes you to a Japanese Yen site.

"Japanese Yen Site"

Here are the bonus details.

And I was playing

Evolution Baccarat

Evolution is not a banned game because it does not have a "NO Bonus" icon.

I have included the image here just in case the casino changes the bonus content.

続きです

「ドルサイト」

むしろドルサイトのボーナスページの最後には

日本円サイトへ誘導するリンクまであります。

「日本円サイト」

ボーナスの詳細は以上です。

そして私が遊んでたのは

Evolutionのバカラですが

Evolutionは「NO Bonus」のアイコンが無いので禁止ゲームではありません。

カジノ側がボーナス内容などを変更した時のために一応、こちらに画像を載せさせていただきました。

Am I correct in understanding that you activated the same bonus on both sites, the Dollar site and the Japanese site as well?

Did you play the same game (live baccarat) in both of your accounts, at the same time and on the same table?

thank you for your reply.

I will write the details.

1. On the dollar site, ask in chat "Can I receive the cryptocurrency debut campaign bonus on both the dollar site and the Japanese yen site?"

→ The operator replied, "The Japanese yen site is a separate casino, so please ask on the Japanese yen site."

2. Ask via chat on the dollar site if you can receive the "Virtual Currency Debut Campaign" → Receive a reply "OK"

3. Receive a bonus from the dollar site and play Evolution baccarat to meet the withdrawal requirements (use up the dollar site bonus)

4. Withdrawal from dollar site (no particular problems so far)

5. Ask in chat if you can get a bonus on the Japanese Yen site → Receive a reply that it's OK

6. I was playing baccarat at Evolution when I received an email.

Accounts on both the dollar site and the Japanese yen site will be frozen.

This is the process.

I received bonuses from both casinos, but after using up the bonus from the dollar site, I received a bonus from the Japanese yen site.

At the same time, I didn't get a bonus.

Nor was he playing baccarat from both casinos at the same time.

お返事ありがとうございます。

経緯を書かせていただきます

1.ドルサイトで「ドルサイト、日本円サイト両方で仮想通貨デビューキャンペーンのボーナスを貰って良いか」とチャットで質問する

→オペレーターから「日本円サイトは独立した別のカジノだから日本円サイトで聞いてください」と返事をもらう

2.ドルサイトで「仮想通貨デビューキャンペーン」を貰って良いかチャットで尋ねる→OKと返事を貰う

3.ドルサイトでボーナスを貰い、Evolutionのバカラでプレイして出金条件を満たす（ドルサイト分のボーナスは消化）

4.ドルサイトから出金（ここまでは特にトラブルは無し）

5.日本円サイトでボーナスが貰えるかチャットで質問→OKと返事を貰う

6.Evolutionのバカラでプレイしていたところ、メールが届き

ドルサイトと日本円サイト両方のアカウントが凍結される。

といった流れです。

両方のカジノでボーナスは貰いましたが、ドルサイトのボーナスは消化した後に、日本円サイトからボーナスを貰っており

同時にボーナスをもらったわけではなく

両方のカジノから同時にバカラをしていたわけでもありません。

> Am I correct in understanding that I activated the same bonus on both the Dollar site and the Japanese site?

For both dollar and Japanese yen casinos

There is a campaign with the same name, "Virtual Currency Debut Campaign"

I received it once at both the dollar site and the Japanese yen site casino.

>Dollarサイトと日本のサイトの両方で同じボーナスを有効にしたと理解してよろしいでしょうか?

ドルサイト、日本円サイトの両カジノに

「仮想通貨デビューキャンペーン」という同じ名前のキャンペーンがやっており

ドルサイト、日本円サイトの両カジノでそれを1度づつ貰いました。

Thank you very much, patipati, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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 for your reply, Veronika.

And Kubo-san, thank you for your continued support.

veronika様　お返事ありがとうございます。

そして久保様　引き続き宜しくお願い致します。

Dear patipati,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

As this is the first complaint we've received regarding 7SPIN Casino, and there is no prior record of the casino's cooperation in resolving similar issues, I cannot predict how or if they will respond at this time. However, please rest assured that I will do everything possible to contact the appropriate person at the casino and work towards a satisfactory resolution of your case.

Thank you for your patience and understanding.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear patipati,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the license badge displayed in the footer of casino's website. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Kubo