7Bets.io Casino - Player's request for self-exclusion ignored.

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.

I have emailed 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?