The player from Sweden, who had a gambling addiction, had requested the casino to permanently close his account. Despite this, he had still been able to deposit a total of £200 and sought a refund. The user had claimed that the casino did not respond to his self-exclusion request and refused a refund. The Complaints Team had attempted to mediate, asking both parties for additional information and proof. The casino denied having received a self-exclusion request and indicated that the user's account could only be closed after identity verification. The Complaints Team concluded that the player's efforts for self-exclusion were insufficient and recommended him to send a properly formulated self-exclusion request to the casino again. The complaint was thus rejected.
7Bets.io Casino - Player's request for self-exclusion ignored.
Amount: €200
7Bets.io Casino
Safety Index:Very lowOther
REJECTED
Case summary
I have a gambling addiction, and the 16th Januari I sent an email to the casino asking them to close my account permanent because of gambling addiction. Since then I gave got several promitional emails, and I logged in again and started to deposit. I deposited totally £200 unttil I wanted to close my account. That is when I discovered that I had already tried to close it. I simply want a refund.
Thank you
Hello Oldfog,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7Bets.io Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did the casino ever respond to your self-exclusion request? Was your account ever closed or it remained open for the whole time? When was the last time you contacted them and did they respond?
Looking forward to your answer.
Regards,
Nick
My account isn't verified. Only by mail and phone number.
No, the casino did never respond. I double checked the email though so the mistake wasn't on my end.
I did not double check if they closed if the first time, but I suspect it was open the whole time.
Last time was today, and they responded.
I told them I wanted a refund, but they said that wasnt' possible.
And seeing the low rating of this casino, I regret I didn't check in here first. 😕
Thank you Oldfog for all the information provided. I will now forward your complaint to my colleague Michal (michal.v@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello Oldfog,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear 7Bets.io Casino,
Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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.
Hello,
We have not received any request from user about self-exclusion. User also lies, when he admits that deposited £200. He has just 100 euros deposits. User needs to verify his identity via mail to close his account.
Regards,
7bets.io team
Dear Oldfog,
Could you send me all of your communication with the casino? Please send all relevant screenshots to michal.v@casino.guru. I will be waiting to hear from you.
Unfortunately, most conversations happened in chat and I don't have anything saved. Only the one single mail from the 16'th Januari.
Dear Oldfog,
Did you mention in the email specifically that you wish to be self-excluded due to gambling problems?
Yes I wrote exactly:
"Self exclude me permanent because of gambling addiciton. Thank you.
/Tobias"
Dear 7Bets.io Casino,
I am asking you to double-check if there truly was no email from the player regarding self-exclusion. Also, is the player's account already blocked? Or is the e-mail verification still required to complete this process?
Hello,
We have double-checked several times and we have not received it. We do not tell that user had not written a mail, but it never reached to us. If player write us to block his account we will do it asap.
Regards,
7Bets team
Dear Oldfog,
Did you try to apply for a self-exclusion any more times? Or was it just that one email?
It was only one time. I mean, I assume obviously that would be enough.
It was the correct email, I sent it from gmail. I have done all I could on my end.
Dear Oldfog,
I would like to express our opinion that if a player is serious about self-exclusion, he should try all the available channels to contact the casino, and, also, if the casino does not respond, he should try to reach out to the casino multiple times. The self-exclusion is only valid from the moment the casino confirms it. The cases when a single email is sent but the other side will not receive it are very rare, but nevertheless, they happen.
In this case, I find your resolve for self-exclusion insufficient. You could've at least sent multiple emails or tried to reach the casino via live chat (which is available 24/7). I can see from the casino's replies in the thread that they were more than willing to assist you, but without the receipt of the email, they were unable to. Please, send the properly formulated self-exclusion request to the casino email again. Only if you experience trouble with self-exclusion after multiple attempts, then the case would have been escalated further.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
