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Deposit not credited and account disabled after contacting support

Hello,

I would like to file a complaint against this online casino.

I logged into my casino account and made a deposit using USDT in the amount of 31 USDT. The transaction was successfully completed on the blockchain, but the funds were not credited to my casino balance.

Transaction link:

https://tronscan.org/#/transaction/6f8166ca030aa4c31759494412fe4ffa7d0ed371da9d579821124809e2ad9f3

Transaction hash:

6f8166ca030aa4c31759494412fe4ffa7d0ed371da9d579821124809e2ad9f3

After I noticed that the deposit had not been credited, I contacted the casino’s live chat support and explained the situation. Shortly after that, I was logged out of my account. When I tried to log in again, I received the message: "Your account is disabled."

I contacted live chat support again, but they did not provide a clear explanation. They only said that my request had been forwarded somewhere, but I did not receive any proper answer, confirmation, or resolution.

At the moment:

my deposit of 31 USDT has not been credited;

my account has been disabled;

the casino has not provided a clear reason for disabling my account;

I have not received a refund or access to my funds.

I request that the casino either:

credits my deposit to my casino account; or

refunds the full amount of 31 USDT to my wallet; and

provides a clear explanation as to why my account was disabled immediately after I contacted support about the missing deposit.

I am ready to provide screenshots of the transaction, the disabled account message, and my communication with support.

Thank you.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with R7 Casino.

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• Have you made any previous payouts from the casino?
• Have you made any previous deposits using this payment method in the casino?
• Could you please share with me your communication with the casino when you tried to resolve the situation? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

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

Dear Alex72,

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