I have deposited ￡850 to this site altogether I have not taken no bonuses so when I landed a. Good bonus on the game I was playing I was happy my luck was in as I played the game played the spins then on the last go it came up with the message on the screen and canceled my bonus play and didn’t give me my winnings I contacted customer service who said she would get her manger and game play to look at it then came back with have I got any proof I replied no I was very upset I lost money I ended the chat and though I wouldtry again. And this time I got a bonus again so I decided to screen shot it just in case and to my surprise it happened again I was not happy I tried emailing the company and on live chat with my proof and I have no response at all from them they owe me money for what I lost I deposited my own money aswell so there is no excuse

Dear melissanorooz8,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with 7GOLD Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please forward your game history to [email protected] confirming the winnings weren't credited?
• The final win on the screenshot you submitted shows a win ￡2311. Could you please explain why the disputed amount is ￡5000?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email or post screenshots here

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

the reason I have put 5000 is because the first bonus play they didn’t credit me. And the second one with the proof I had 0 spins left but was in the middle of the last spin when it shut down and every square was highlighted so it would have been a very big win. I have spoke to them in chat and emailed them never had no response at all. Not even in chat they didn’t respond to me when I had the proof so they owe me money as I never played with no bonus credit it was all money from my own bank. Yes sure I will send you the proof

Hi any news I have sent you all the information requested

Hello?

Thanks for your patience and the explanation.

Since the evidence is regarding only one incident, I adjusted the disputed amount to ￡2311 for now. I apologize for the inconvenience.

After the first incident, did you notice your gaming history was missing as well? Have you tried contacting support regarding the missing history the first time as well?

Have you received any response from the casino's support since your first post?

I could see it before but as the ten days have gone I can’t see it now I have tried to speak to the casino they haven’t responded to me at all since my money was gone the second time as you seen on the emails and my live chat is constantly offline.

The amount is wrong though I was owed more than that. I had 1 more spin left and all was highlighted and I was on ￡5 pound bet. That’s not fair that I have lost my money. If it was free money from the casino I would understand but it wasn’t it was my money!

Thank you very much, melissanorooz8, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 melissanorooz8,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite 7GOLD Casino to join the conversation.

Dear 7GOLD Casino,

Can you please provide us with an explanation on why the winnings were not disbursed to the player? After reviewing the information and evidence of the player, it looks like there was most likely a glitch or a bug in the game. Have you checked this with the game provider?

Thank you I did contact them when it first happened because it happened twice luckily I screen shotted the second time. But when I contacted them the first time they said they would get the technician team to look after that I had no reply by email and my chat with them are constantly offline.

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.

Dear melissanorooz8,

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 their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is sadly no gaming authority to turn to.

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 could 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.

I strongly suggest selecting casinos based on their reviews and ratings, and to only participate with those that possess a valid license and a good reputation moving forward to prevent similar issues. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru