The player from the United Kingdom had deposited £1315 into a casino account that was later found to be illegal for UK players. After discovering this issue and contacting support, the casino had blocked the account without verifying the player during account creation. The player had requested a refund of all deposits but received no response. The Complaints Team had attempted to contact the casino multiple times for resolution but received no cooperation, leading to the complaint being marked as 'unresolved'. The player had been advised to submit a complaint to the AOFA Gaming Authority for further assistance. The complaint was ultimately rejected as the team clarified that the absence of a UK license did not automatically entitle players to a refund, and the player was encouraged to reach out to the relevant regulatory authority for further action.
F7 Casino - Player's account has been closed following deposit issues.
Amount: £1,315
F7 Casino
Safety Index:Fresh casinoOther
REJECTED
Case summary
I found the casino on one of the websites where it was written that players from the UK are welcome, I created an account and deposited £1315. After some time I decided to review the therms and conditions. However, it turned out that the game is illegal for players from the UK and they cannot make deposits. So why could I deposit money and play. After contacting support on their website they immediately blocked my account. Why did they not verify the user during the creation of the account and then did not do it. These are fraudulent practices. I wrote an email asking for a refund of all my deposits but no response.
Dear grzegorz91wisniewski,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
How were you able to create an account from the UK despite the pop-up warning during registration?
Did you use a VPN?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
I didn't use a vpn, I can see f7casino that has therms and conditions that they don't accept UK players and deposits. Then after registration they want you to verify a UK phone number and send a UK driver license. This is pure fraud... I think f7casino should block my account when I open it after I verify my UK phone number, not let me play for real money and make deposits
I tried to open an account with a different email address and this message appears (attached). I have not encountered anything like this when opening my account. I think many people have encountered this situation after reading my review on trustpilot.com
Please read this user's review. He encountered the same problem with the same casino
https://uk.trustpilot.com/reviews/67369d2d5a62ec93bd5c881b
https://en.********/casino/f7/
It says here that they accept UK players and credit/debit cards which is not true
Thank you very much, grzegorz91wisniewski, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.
Hello grzegorz91wisniewski,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a F7 Casino representative to join this conversation and participate in resolving this complaint.
Dear F7 Casino,
Could you comment on this?
Thank you in advance for providing the information.
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.
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the AOFA Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Stefan, Casino.Guru
We’ve reopened this complaint at the request of F7 Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Hello grzegorz91wisniewski,
Yes, I was contacted by a casino representative outside of the complaint thread. It seems like the casino wants to resolve the issue. Let's wait for their response.
Hello!
Thank you for bringing this matter to our attention. We apologize for the delay in our response and appreciate your patience.
After reviewing the situation, we regret to inform you that we are unable to reopen the player's account. The player had a valid reason for closing their account under responsible gambling measures, and we fully respect their decision. As a responsible operator, we are committed to adhering to the principles of responsible gambling, and once an account is closed for this reason, we cannot reopen it.
Furthermore, we must inform you that we are unable to process a refund for the funds lost in the casino. All bets placed were genuine, and the money was played fairly. Unfortunately, we are unable to return funds that have already been used in the game. As stated in our terms, players are fully responsible for depositing real funds into their account, being aware of the potential risks and losses when engaging in real money gambling.
Please also be reminded that by accessing and opening an account on our platform, players confirm that online gambling is legal and permitted in their jurisdiction. We do not offer or solicit our services in regions where such activities are prohibited.
We appreciate your understanding of our position and the importance of responsible gambling.
Best Regards,
F7 Casino
I apologize, but first of all, you closed my account. I have proof of that. Secondly, you changed the rules and access to the casino for UK players after my intervention. Thirdly, there was no information anywhere and I did not accept permission to play in my jurisdiction.
Dear F7 Casino,
Could you state which country the player has entered in the registration form?
I'll be awaiting your reply.
Dear Stefan,
The player's account is registered in the United Kingdom, and we have not changed any of our Terms and Conditions as stated by the player.
We have also provided further evidence on the matter to your email, please check it.
Best Regards,
F7 Casino
Dear F7 Casino,
Has the Player deposited any funds after asking for a self-exclusion?
I'll be awaiting your reply.
Dear Stefan,
The player's account was closed immediately, and the player can't deposit once the account is closed. There are no funds deposited.
Let us know if you have further questions.
Best Regards,
F7 Casino
Hello grzegorz91wisniewski,
The casino provided me with information that you lost all your funds in the casino. Could you comment on this?
I'll be awaiting your reply.
I asked for a refund of my deposits because playing and making deposits was illegal. I state that the casino should not have allowed me to make any deposit. Yes, I lost money but the casino is at fault because they should not have accepted a deposit of even a penny...
A year ago I had the same situation with jokabet.com after reporting that playing in the casino was illegal, they refunded me all lost deposits minus withdrawals
Hello grzegorz91wisniewski,
We understand that you are seeking a refund based on the assertion that the casino in question does not hold a UK license. However, it is important to clarify that the absence of a UK license does not automatically entitle players to a refund. Refund policies are typically governed by the terms and conditions set forth by the casino, and these terms may vary significantly depending on the jurisdiction in which the casino operates.
In this case, if the casino is licensed in another jurisdiction, it may be operating legally and in compliance with the regulations of that area. Therefore, the lack of a UK license alone does not constitute grounds for a refund. We recommend reviewing the specific terms of service provided by the casino to understand their policies regarding refunds and withdrawals.
If you believe that your concerns have not been adequately addressed, you may wish to contact the relevant regulatory authority in the jurisdiction where the casino is licensed. They can provide guidance and assistance in resolving disputes between players and operators.
Thank you for your understanding.
Since the casino claims and has in its regulations that it does not accept players and deposits from the UK, why could I do that?
So am I to understand that you simply won't help me recover the money I lost in the casino and refund my deposits?
Hello grzegorz91wisniewski,
It is not within our competence to decide on such cases. That's why I recommended you file a complaint to the relevant regulatory authority in the jurisdiction where the casino is licensed.
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.
Kind regards,
Stefan, Casino.Guru
