F7 Casino - Player's account has been closed following deposit issues.

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.

Should I understand that f7casino contacted you itself?

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