Everything is fine I enter all my data, there is an optional Bulgaria and it is accessible, but they tell me that the bonus did not apply to me, but I registered as a Bulgarian citizen and gave me absolutely everything, a bonus, my ID card they wanted, but the money did not sent! This is a misuse of personal information, they ask me for photo documents, but they do not send the money after everything has been scrolled and they approve me to enter my bank account and send pictures on my ID card! I regret that the complaining again but I had a problem with the email! ??

Всичко е наред въвеждам си всички данни, има като опция България и е достъпно, но ми отговарят че бонуса не важал за мен, но пък се регистрирах като български гражданин, и ми даде абсолютно всичко, бонус, лична карта ми искаха, но парите не изпратиха! Това е злоупотреба с личните данни, искат ми снимки документи, но не изпращат парите след като всичко е превъртяно и ме одобрява да си въведа банковата сметка и да си пращам снимки на личната карта! Съжалявам че подавам жалбата повторно но имах проблем с имейла! ??

Dear Кристиян,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found:

"If they never have deposited Players from particular nations may not cash-out of free processor offers. These players may partake of said processors that are free for entertainment purposes only. Please contact Customer Support to find out the list of excluded countries to see whether your state is included."

Clearly, I have checked with the live chat agent and Bulgaria is on the list of these particular nations. According to a live chat, no deposit bonuses are offered to all the players, even if their nation is listed between "restricted" ones, thus they can test the games. 

However, I would like to emphasize that in case the restricted countries are not mentioned in terms and conditions or hidden somewhere, the casino should pay the player. Please, could you confirm that you have never placed a deposit in this casino, and you have redeemed a no deposit bonus? We will contact the casino right after your confirmation. Thank you very much in advance for your reply. 

Best regards,

Kristina

I can confirm yes!

Мога да потвърдя да!

Thank you very much Кристиян for your reply. I completely agree with you, that this is more than strict in this case. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello kristiqn1.

We believe that all terms and conditions should be clear and if the casino gives you this bonus, they should pay you the winnings. We need the help of the casino to discover what exactly happened and if this is a reason, why they didn't pay you.

Ok, just to add that it was described that there are countries that cannot benefit from the free bet but can only deposit, in this case Bulgaria was on the list of those who can receive this bonus, I received it and from there it became a quota. .. if it helps Bulgaria has the right to freebet ?? and finally as I got to the withdrawal say that I am not from that can take advantage of the bonus total runaround, I hope you benefit from this ??

Добре, само да добавя че беше описано че има страни които не могат да се възползват от фрий бет а могат само да депозирал, в случая България беше в списъка на тези които Могат да получат този бонус, получих го и от там стана квото стана... Ако ще ви улесни България има право на freebet ?? и накрая като стигнах до теглене казват че не съм от страна която може да се възползва от бонус тотално шикалкавене, дано ви е от полза това ??

We would like to ask the Slots 7 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’.

They probably won't answer, they just closed my chat when I asked for my money, what kind of attitude we are talking about and who to turn to ... It's not a lot of money after all

Сигурно няма да отговорят, на мен направо ми затваряха чата като си потърся парите, за какво отношение говорим и към кого да се обърне човек... Не са малко пари все пак

We would like to ask the Slots 7 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’.

I am very sorry Kristiqn1.

The casino is non-responsive to us.

As Kristína and I mentioned earlier - we consider the way how casino informs players about restricted countries as unfair, and we believe that they should pay you the winnings. Because the casino didn't react anyhow, we are forced to close the complaint as "unresolved".

Because the casino operates without a valid license, there is no gaming authority where you can submit your complaint.

I am very sorry.

We've reopened this complaint as per the casino's request. 

We talked about the complaint with the casino with this result:

The casino position is that the player breached casino terms and condition by registering from a restricted country.

In this case, this is true; but player filled in the correct country in his account which was available from the list of countries. This is at least misleading, convincing the player that he can play in this casino. We believe that there are elementary solutions for how to prevent such misleading errors such as let players to chose a country during the registration process from allowed countries only.

Because the casino has "technically" right in this case, we decided to reclassify the complaint into: "Against Fair Gambling Codex" classification.

We believe that registration can be done better and prevent such problems.

This complaint was reopened based on casino request.

Hi,

This player is from a restricted nation where no cash out can be given on the free chip or on any deposits made as per our casino t&c. This is clearly mentioned on our site t&c. For more details, please refer the following links as mentioned below:-

https://www.slots7casino.com/terms/ 

https://www.slots7casino.com/countries

We also communicated to the player about the same who agreed to remove the complaint from his end.

Thanks,

Slots7Casino Support.

I understand your point, but as I wrote before we find unfair to telling players that they are from the restricted country only when they are making withdrawals.

Please check our fair gambling codex: http://www.kpvfaw.com/fair-gambling-codex-for-casinos#restricted-countries

Many casinos only state the restricted countries in their T&Cs, so it's the responsibility of players to check whether they are allowed to play at them or not.

Whenever someone from a restricted country registers, these casinos allow them to create an account, but only let them know about the restriction when they want to make a withdrawal. As long as a player is losing, the casino is OK with it, but as soon as the player wins and wants to withdraw money, they use the 'restricted countries' rule to decline the withdrawal and block the player's account.

This is, of course, extremely unfair, as players might register without knowing about the restrictions, and casinos are taking advantage of their mistake, often knowingly and intentionally.

Our position in this case:

The right thing to do is to check for restricted countries during the account creation process, and to not allow players from restricted countries to register and play. If the casino knows about restricted countries and also knows the player's country of residence, it's not a big issue to enforce this rule.

If the casino allows a player from a restricted country to play because it hasn't implemented this check, it should accept that it was the casino's mistake and pay out all winnings to the player despite the fact that they shouldn't have been allowed to play in the first place, provided that the player hasn't done anything else that's against the rules.

In this particular case, we reject the case only if Кристиян confirms that it is his wish.

We are extending the timer for another 7 days.

I reject my complaint, it became clear that they will use every door to avoid paying their debt, secondly they called me several times to offer him compensation, and it becomes annoying that I do not deal with bitcoin, I MARK THE CASINO AS SUPER INCORRECT AND ADVICE. DO NOT REGISTER THERE! I withdraw the complaint and hope to be shut down these rogues ahead ?? thank the team of casino guru efforts, greetings!

Отхвърлям жалбата си, то се видяло че те ще използват всяка вратичка за да не изплатят тяхното задължение, второ няколко пъти ми звънняха да му предлагат компенсация, и става досадно аз с биткойн не се занимавам, ОТБЕЛЯЗВАМ КАЗИНОТО КАТО СУПЕР НЕКОРЕКТНО И СЪВЕТВАМ ДРУГИ ХОРА ДА НЕ СЕ РЕГИСТРИРАТ ТАМ! Оттеглям жалбата и се надявам да бъдат закрити тези мошеници за напред ?? благодаря на екипа на казино гуру за усилията, поздрави!

Kristiqn1 please specify how you like to proceed.

We can close the complaint as unresolved - the complaint will be visible and casino's rating lowered.

We can reject the complaint - complaint will be not visible and casino reputation will be not affected by this complaint.

The choice is yours. 

Draw, thanks.

Нерешена, благодаря.

I am sorry but please write clearly: option1 (unresolved) or option 2 (rejected).

Thanks

Unresolved

Нерешен