7GOLD Casino - Player's account was reopened despite self-exclusion.

I have a gambling problem and excluded myself in June. I am registered with GamStop and binge so found this casino online was accepting players. They allowed me to use the account I had forgotten I had excluded from and gamble again in November, I could access my account.

Also the address at the bottom of the site used to be a UK address and then changed. It is illegal for casinos to have transactions in the UK market unless licensed in the UK.

I have complained to them as feel they are breaking rules in so many ways and I want my money back for the time I gambled after the exclusion. They should have blocked me when I asked, I have the email to prove that they said they had.

Dear Smiles81,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is [email protected].

Thank you very much in advance.

Best regards,

Dominika

Hi Dominika,

The header of the email is exclusion because that is what I requested. They replied saying they had closed my account. Then months later I was able to log into the account.

They have changed the footer of their site, it had been an English address but they have changed it a couple of times now.

They refuse to send me any of my online chats with them.

They are a corrupt casino, I have been waiting for someone to contact me.from.there for months. Also, it is illegal to transact with a UK member, I have that from the gambling commission. They should not be allowing UK members but are clearly capitalising on Gamstop members

Dear Smiles81, has your casino account been closed again?

The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this.

I can only recommend how to request self-exclusion properly in the future. Inform us once you request self-exclusion and forward the request to my email address.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

But Dominika, I did exclude on their site, I cannot provide evidence because they won't release transcripts. The fact is they have allowed me to play after excluding. Plus why does CasinoGuru not address the fact these casinos are illegally allowing UK players to transact with them. Your site seems to legitimise this.

Dear Smiles81, has your casino account been closed again?

They have closed it I think, I can't seem to sign in. They said a manager would be in contact regarding the previous exclusion but it has been weeks with no contact. This casino is not a good one Dominika. People need to be warned. I was hoping that someone could help resolve this issue because they have scammed me really. They change what address they are based at and ghost players if they have queries. I am in the process of reporting them to the gambling commission who confirmed the casino should not have been transacting with a UK member. A lot do to feed on GamStop users, but when they mention this to the casino they get ghosted. They need to stop being reviewed like they are legitimate.

Dear Smiles81, as I have mentioned previously, in order to proceed with refund requests or further complaint resolution, we need verifiable evidence of a self-exclusion request where you clearly stated the reason as a gambling problem. Unfortunately, you have not been able to provide such a request, and since your account now appears to be closed, there is nothing further we can assist you with.

Regrettably, at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I fully understand your concerns and perspective on this issue, we are not in a position to provide assistance in matters of licensing or legality. Our role is that of an independent online casino database acting as a neutral mediator to help resolve player disputes. However, we do not have the authority to enforce gambling laws or determine the legality of a casino’s operations.

If your goal is to seek a refund of lost deposits based solely on the fact that the casino lacks a valid UK license, I’m afraid we are unable to assist. In each of our casino reviews, we include available license information, and it is ultimately up to each player to make an informed decision when choosing where to play.

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.