B7 Casino - Il giocatore chiede una risoluzione dopo che la richiesta di autoesclusione non è stata elaborata.

Hello,

I requested self-exclusion at B7 Casino (ProgressPlay). The system told me to check my email for confirmation. The email never arrived — I checked inbox and spam, screenshots attached.

Because self-exclusion was not activated, I continued playing and lost €4447 after the request (€4000 winnings + €447 deposit).

I contacted support. Case escalated to compliance. No response yet.

Key facts:

· Screenshots of request and deposits after it.

· I receive no emails from them at all — no bonuses, no password resets. Last week on Bruno Casino (same platform), I requested a password reset — no automatic email. Support sent it manually.

· Their Terms (Point 8) say: "Upon requesting self-exclusion, the Company will immediately close the account." They failed to follow their own rules.

My questions:

1. Wait longer or file MGA complaint now?

2. Similar experiences with ProgressPlay?

3. What are my chances?

Thanks for any advice.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with B7 Casino.

Please allow me to ask you a few questions so we can better determine how to assist you.

• Is your account currently accessible to you?
• Have you indicated any gambling issues to support? Have you asked to be protected or expressed a lack of control over your gambling to support?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at [email protected]
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a written self-exclusion request via email at [email protected], and at the same time, include me in the copy of the email at [email protected]

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings B7 Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your quick response. I am answering all your questions in one message and I am ready to follow your recommendation.

1. Is your account accessible?

No, my B7 Casino account is currently blocked. I have attached a screenshot confirming this.

2. Did you indicate any gambling problems to the support?

Yes, that is exactly what I did by clicking the "Request self-exclusion" button on February 13, 2026. This was my clear signal of wanting to stop. The problem is that the confirmation email never arrived.

3. Could you share the message in which you informed the casino about your gambling problems?

I submitted the request through the form on the website. I did not receive any confirmation from the casino, but I have a screenshot of the request itself (attached).

4. When was the last time the casino allowed you to make a deposit?

My last deposit was made on February 13, 2026, AFTER I had requested self-exclusion. I have also attached a screenshot of this deposit (€447).

5. Has the casino already responded to your refund request? What did the casino reply?

No, I have not received any substantive response from the casino so far. I only received an automatic acknowledgment of my complaint.

6. When exactly was your account blocked?

My account was blocked only after I contacted support to complain about my losses, meaning after I had already lost €4447. The self-exclusion I requested through the website button did not work — the confirmation email never arrived, and my account remained active. I continued playing and losing precisely because of this system failure.

Additional evidence:

· I have a video recording proving that password reset emails are not being received (in case it is needed).

I am ready to follow your recommendation and send an official self-exclusion request via email, copying you on it.

Separate request:

Please do not publish my screenshots and personal data publicly on the forum. I agree to the publication of only general information about the complaint.

Hello Tomas,

I would like to add one more important piece of evidence. I have reviewed B7 Casino's own Terms and Conditions, specifically Section 8 – Responsible Gambling.

Here is what their rules say, and how they violated them:

1. Point 8.1 states:

"Upon requesting a self-exclusion, the Company will immediately close that account and prevent the player from playing on that particular account."

What happened:

I requested self-exclusion on February 13, 2026. My account was not closed immediately. It remained active, and I continued playing and lost €4447.

2. The email confirmation requirement:

The rules also describe a 24-hour "cooling-off" period that requires clicking a link in an email. However:

· The email never arrived. I have screenshots of my empty inbox and spam folder.

· Point 8.1 does not mention email confirmation. It promises "immediate" closure. The email requirement is an extra condition that is not in the main rule, and it failed.

3. The result of their failure:

Because their system failed to send the email, the self-exclusion was never activated. My account remained open, and I lost €4447 after requesting self-exclusion.

Conclusion:

B7 Casino violated their own Terms and Conditions (Point 8.1) by not closing my account immediately. The email system failure is their responsibility, not mine. This is a clear breach of their duty of care and their licensing obligations.

I have attached the relevant section of their Terms for your reference.

Thank you for your help.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Cristii,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas