7Bets.io Casino - Casino refuses to respect player's self-exclusion request.

They refuse to close my account because of my gambling addiction. They keep saying wait! And more losses are occurring! Today I lost 1800e. I need help - they won't return my money nor will they close my account! Help me.

I'm blocked from every one of their casinos.

Dear Lola1556,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Responsible Gambling and I found this:

b. Self-exclusion period

Self-exclusion is a period of Timeout, meaning you take a short break from the gaming platform for at least 24 hours. The timeout might include a more extended period, for instance, 48 hours/7days/30 days, depending on your choice. Once you set your time, you will not be able to cancel the process of blockage of your account. To prevent unpleasant consequences, please request a withdrawal before you self-exclude. This means that if you do not request your money before the start of the period, the company will no longer be able to help you with your request.

To activate the Cooling off/Self-exclusion period, the Player must apply to the email support@7bets.io website https://7bets.io/ for confirmation of such period by 7bets.

If your self-exclusion period expires, it cannot be reactivated automatically; therefore, please get in touch with the support team to unblock your account.

Could you please forward the first self-exclusion request to kristina.s@casino.guru? Have you received any email reply from the casino? If there is any other relevant communication between you and the casino, please forward it as well.

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

Best regards,

Kristina

Transmitter! I haven't received a response from the casino to my numerous emails!

the account is still open help!!!!!!!

yesterday I played 1800e and yesterday I made a withdrawal request for 300e they returned it to my balance and I played it again. They refuse to shut me down!!!

The account is still open!!!!

they promised to close it today

but they have been continuously promising the same thing every single day in the chat. I don't trust that they will close the account today because every day in the chat they say "account will be closed today/ account will be closed soon, wait"

The account is still open!!!!!

Thank you very much, Lola1556, for your cooperation. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear Lola1556,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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, have you contacted the casino? I have been waiting for them to contact my numerous emails for 3 weeks without success. They close the chat service, do not answer there. They literally block players from accessing the chat service, if you access the chat service you will be blocked immediately and the chat will be closed. I have sent them several e-mails and I have not received a single reply or a single contact from them for 3 weeks.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Lola1556,

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. 

If you have any questions or need further assistance, please let me know.

Best regards, Jozef

jozef.k@casino.guru