R7 Casino - Player faces unresolved issues with bonus games.

Hello,

I registered at R7 Casino and played 140 free spins. I won a bit over €37. However, none of these bonus games that can be played with bonus money are working. I have tried everything possible, cleared the cache, etc., and then contacted the casino's chat support. They definitely do not know what they are talking about. I have mentioned that the games are not working and have done everything possible. Three times, the customer service representative ended the chat in the middle of the conversation. I have not received any help from them. I have probably contacted them about the issue 10 different times. Ultimately, they cut off the chat conversations mid-discussion.

Hello Jomatsu86,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with R7 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?
• Do I understand it correctly that the bonus still required wagering?
• Are any games available at all?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. Yesterday I was connected with the chat probably 10 different times when I tried many different ways to get to play those bonus games. Which are separate in my own bonus. But the same bonus games can be found in other places as well. I tried to delete the tabs many times, I tried using different platforms but nothing helped. the bonus money recycling on the bonus page was 25x before withdrawal. and on the bonus page you can also find the certain games that you can play with bonus money. and this top chat employee cut off the chat 3 different times in the middle of the conversation. they claimed that it was broken in the accident. It was not broken in the accident. After that the chat was cut off when I started demanding why the games really don't work and I have bonus money 37€

Really inappropriate behavior at the R7 casino. I've played at many casinos, but here even the customer service staff didn't seem to know what could be the reason when the games worked. And that in the middle of the chat, the conversation is interrupted 3 times in a row!!!

Yesterday I started playing at the casino and at the same time confirmed my account.

Hello!

We are very sorry to hear that you have been frustrated by our customer service. As we can see, in most situations you have been communicating with our AI-based assistant who gives general information. However, our support operator Clare has let you know what the nature of your situation is, namely:

Your bonus by terms and conditions is only wagered with real funds (Which is stated in the bonus rules, which you can check by clicking on the "i" button). This means that playing with funds received from FS is not available, you can wager the bonus with real funds and this amount will be transferred to your real balance.

Translated with DeepL.com (free version)

I noticed the i button, there are bonus games. I talked to Teko öly, but I talked to the customer service agent, which interrupted the conversation 3 different times. I read the casino rules, nowhere did I notice that you should deposit your own money in addition. Why didn't they talk about something else in the customer service, that you can try deleting the tabs and try different platform. show me the link where it says that you have to add your own money to the casino in addition to being able to play.

Really unprofessional use. Even on the casino's page it says recycle bonus money 25x, but nowhere did I see that you add your own money in addition to being able to play

Here is confirmation that this rule is stated in the bonus terms and conditions - https://prnt.sc/FgOlRFX1Acnn. We are very sorry that this situation has upset you, but the bonus has these terms and conditions.

I couldn't find the R7 casino rules there, I went somewhere else

Dear Jomatsu86,

The casino clearly provided the conditions of the bonus on the screenshot:

It means that in order to withdraw from the free spin bonus, you have to deposit real money balance and wager it with it.

Is there anything else we could assist you with?

Regards,

Nick

Dear Jomatsu86,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.