Seven Casino - Casino ignored player's self-exclusion request.

emailed the casino to say i wanted to self exclude as i no longer wished to gamble and was told my account was closed, but instead was given a bonus and was allowed to keep gambling

Dear 8Cienna8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request for a self-exclusion? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Seven Casino,

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

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."

Please send another email to support@seven.casino (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Dear 8Cienna8,

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.

Hi 8Cienna8,

Thank you for the forwarded communication.

• Can you please clarify if you've ever specified a reason for self-exclusion other than "I no longer wish to play"?
• Have you explicitly mentioned a gambling problem to indicate your desire for a permanent account closure?

Looking forward to hearing from you.

yes i said i no longer wish to gamble when they asked me for the reason i wanted to self exclude

Hi 8Cienna8,

Allow me to clarify the distinction between closing an account and opting for self-exclusion:

Numerous tools for responsible gambling exist in some casinos, although I won't delve into them here. When players find themselves dissatisfied with the casino, they typically have two fundamental choices: closing the account or opting for self-exclusion.

Closing an account is a straightforward process with minimal impact. The player can reopen the account at any time, and the casino holds no obligation to the player.

In contrast, self-exclusion carries more weight. When a player successfully enforces self-exclusion, the casino commits to not reopening the account, except under specific circumstances (typically after a cooling-off period and not applicable to players with gambling addiction issues).

Should a casino fail in maintaining the self-exclusion, the player may request a refund. Unfortunately, from the information provided, it appears that the reason for wishing to close your account was not specified. Simply stating a desire to cease gambling doesn't automatically imply a gambling problem. While it may be challenging to admit, citing this reason is the safest approach when applying for permanent self-exclusion.

Please send one more email tot he casino using the template that I provided in my previous reply.

Thank you.

Dear 8Cienna8,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.