R7 Casino - Видача депозиту гравця відкладена.

I made a deposit using the details provided by the casino. It has been 6 hours already. I have submitted all the necessary receipts to the casino. However, the casino is ignoring me, promising to resolve the issue quickly, but now they are not responding to my messages at all! Please take action!

Совершил депозит по данным мне казино реквизитам, прошло уже 6 часов. Все нужные чеки предоставил в казино. Но казино игнорирует, обещает решить вопрос быстро, а теперь и вообще не отвечает на мои обращения! Прошу принять меры!

Dear yakuboveldar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it’s a manual process that might take up to a month to resolve. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it will take some time before it’ll be credited to your casino account.

I’m sorry we couldn’t be of much help now. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Hello dear Thomas. Unfortunately, this operation you are talking about cannot be completed. Since the payment method was used according to SPB, the P2P system, so the bank will not help here. Although in fact it fulfilled its function. I provided support with a statement with all completed and successfully completed transactions, in which the problematic payment is present, in the amount of 11,000 rubles.

Здравствуйте дорогой Томас. К сожалению данную операцию, про которую вы говорите, невозможно совершить. Т.к платжный способ использовался по СПБ, системой P2P, так что банк тут ничем не поможет. Хотя по сути он свою функцию выполнил. Я предоставил в поддержу выписку со всеми совершенными и удачно завершенными транзакциями, в которой и присутствует проблемный платеж, на сумму 11000 рублей

Dear Thomas, now the case has turned out as follows, yesterday evening a letter came to the mail from the support service, allegedly my account was banned for violating paragraph 9.8, for some fraudulent actions. Thus, I assume that the casino wants to illegally appropriate my funds. Please help me with this matter.

Уважаемый Томас, теперь дело обернулось следующим образом, вчера вечером пришло письмо на почту от службы поддержки, якобы мой аккаунт забанен за нарушение пункта 9.8, за какие-то мошеннические действия. Таким образом предполагаю, что казино хочет незаконно присвоить мне мои денежные средства. Прошу помочь мне в этом деле.

The account was blocked for allegedly forging checks on my part, without any evidence. For my part, I will add that my checks are absolutely genuine, taken from the bank.

Аккаунт заблокирован за якобы подделку чеков с моей стороны, без каких либо доказательств. Со своей стороны добавлю, что мои чеки абсолютно подлинны, взяты из банка.

Hello!

Your account has been blocked for attempting to cheat our project, the evidence has been provided to the forum administration.

Dear casino representatives, why don't you provide me with this evidence? After all, all my payments during the gaming session went smoothly, except for the last one, which is why we have this dialogue open. When I asked you to provide me with the logs, you refused! Although I am ready to provide you with all the necessary evidence that I made the transfer!

Уважаемые представители казино, почему вы мне не предоставите эти доказательства? Ведь все мои платежи во время игровой сессии проходили без проблем, кроме последнего, из-за чего у нас и открыт данный диалог. На мою просьбу предоставить мне логи, вы отказали! Хотя я готов вам предоставить все необходимые доказательства того, что я совершал перевод!

I sincerely do not understand why I ended up in this situation. I have been playing on your project since August and have never been involved in fraudulent actions! So why are there suddenly such accusations against me now?!

Я искренне не понимаю,почему я оказался в такой ситуации. На вашем проекте я играю с августа месяца и ни разу не был замешан в мошеннических действиях! Так почему вдруг,сейчас такие обвинения в мой адрес?!

Dear yakuboveldar,

Could you please share the documents you provided to the casino to prove you made the deposit? Forward the emails you communicated with the casino including files in the attachments.

Could you also please provide a bank statement with the list of transactions from November 13th to November 18th if possible?

My email is tomas@casino.guru

I'll await your reply.

Dear Thomas, I have sent you all of the above to the email you provided.

I would like to add that unfortunately I cannot provide a screenshot with the details of the problematic deposit, because after 5 minutes from the issuance of the details, they disappear. In order to verify the accuracy, I kindly asked the casino for logs (history of deposit numbers), to which I was refused.

Уважаемый Томас. Все вышеперечисленное я вам отправил на указанную Вами почту.

хотел бы добавить, что к сожалению не могу предоставить скриншот с реквизитами проблемного депозита, тк по истичении 5 минут после выдачи реквизитов, они исчезают. Дабы сверить точность, любезно просил у казино логи( историю депозитных номеров) на что получил отказ.

After additional verification it turned out that there was no document forgery in the statement and the bank gave the opportunity to set the date manually. For this reason, the account was unblocked and the funds were credited to the game balance. We apologize for any inconvenience caused.

I appreciate the update from both parties.

Dear yakuboveldar,

• Please let me know if the funds were made available to you.
• May we consider the issue resolved?

Dear Thomas, yes, the funds were credited to my game balance, and the account was unblocked, but (!) As I already answered the casino representatives, I have no desire to stay on this project any longer, so I ask for a refund of my funds to my card, after the refund, I ask that my account on this project be blocked (deleted). I hope my decision is clear and will be accepted by you. Since this project causes me nothing more than negative emotions!

P.S. After the money is returned to my card, we can consider the issue completely resolved.

Дорогой Томас, да, денежные средства были зачислены на мой игровой баланс, и аккаунт разблокирован, но(!) Как я уже ответил представителям казино, что у меня нет больше желания оставаться на этом проекте, поэтому прошу возврата моих денежных средств на мою карту, после возврата мой аккаунт на данном проекте прошу заблокировать(удалить). Надеюсь мое решение понятно и будет принято Вами. Так как кроме негативных эмоций, данный проект у меня ничего более не вызывает!

P.S. После возврата денежных средств обратно на мою карту, можем считать вопрос полностью решенным.

Dear R7 Casino representative,

Is yakuboveldar eligible for a refund?

Please let us know.

Hello!

We sincerely apologize for any inconvenience and deeply regret that this situation occurred. We assure you that we will do our best to prevent this from happening again in the future.

We confirm that the funds are already available for withdrawal and you can make a withdrawal request at any time convenient for you.

In addition, we sincerely hope that you will change your mind about blocking your account. After a successful withdrawal, we are ready to offer you a compensation of 3000 bonus RUB as a sign of our commitment to rectify the situation and keep your trust.

We hope that you will give us a chance to make things right and continue to be our valued customer. If you have any additional questions or suggestions, please let us know - we are always ready to help.

Dear Thomas, I have withdrawn the money to my card, all that remains is to wait for the casino to promise 3000 for the deposit and the issue will be fully resolved)

Уважаемый Томас, деньги вывел на свою карту, осталось дождаться обещанных казино 3000 на депозит и вопрос целиком и полностью будет урегулирован)

Bonus Compensation has been successfully credited to your balance and we have additionally notified you by mail.

Problem solved

Проблема решена

Dear Thomas, everything seemed to be stabilizing, I withdrew the money, as I wanted to leave the project, but the casino administration assured me that everything would be fine, they gave me a bonus of 3000 rubles, with a wager of x45 (!). After that, I made deposits again, there was one problematic one, but they solved it quickly, within an hour. This morning I decided to indulge my passion, and made a deposit of 1010 rubles, the time was 6 am, now it is 16:30, the deposit has not been credited, the administration feeds promises, and no action. This is a real mockery of players!

Дорогой Томас, все вроде бы стало стабилизироваться, деньги вывел, как и хотел уходить с проекта, но администрация казино заверила, что все будет в порядке, дали бонус в виде 3000 руб, с вейджером х45(!). После я снова совершал депозиты, был проблемный один, но решили быстро, в течении часа. Сегодня с утра решил потешить свой азарт, и совершил депозит в размере 1010 рублей, время 6 утра, сейчас 16:30, депозит так и не зачислен, администрация кормит обещаниями, и никаких действий. Это самое настоящее издевательство над игроками!

Hello!

We apologize for any inconvenience. We have checked the information and see that your deposit was successfully credited to your account.

Yes, apologies again, I waited a day for the deposit to be credited. The operators do not respond in any way, I will try to convey my thought here, I ask you to delete my account on your project. Forever. This is the final decision.

Да, снова извинения, сутки ждал зачисления депозита. Операторы никак не реагируют, попробую тут донести свою мысль, прошу удалить мой аккаунт на вашем проекте. Навсегда. Это окончательное решение.

We are very sorry that you have decided to discontinue your cooperation with us. We sincerely regret that your experience with our platform did not live up to expectations.

In accordance with your request, your account has been blocked.

And thank God!

И слава Богу!

Thanks also to the R7 Casino representative for your input and cooperation.

Dear yakuboveldar,

We're glad to hear that your issues were ultimately resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru