Dispute Resolution in UK

If something goes wrong while using the website, your first move should be to contact our support team through live chat or email. Our advisor will document all the details, review your issue, and provide a reply. All internal conversations may be recorded. If disagreements later arise, these records will be considered as the decisive reference.

Complaints submitted via live chat are usually processed quickly. Our casino aims to resolve them within two weeks. More complex issues may take longer, but you will receive contact within eight weeks, either with a final answer or an explanation of the delay and a new assessment. For email complaints, the response period is up to 60 business days. This period can be extended if the case requires deep investigation or if the company needs additional information from you. The countdown is paused until you provide what is required by us.

Certain time limits apply when submitting claims:

• Disputes regarding game results: report within seven calendar days after the session;
• Other issues (such as payouts, account suspensions, or bonus issues): raise them within one calendar month;
• Unresolved disputes: bring them to arbitration, independent dispute resolution, or the relevant court within 365 days.

Complaints submitted later may be considered, but this is at the company’s discretion. All complaints remain personal and cannot be transferred or inherited.

But if live chat does not resolve your issue, feel free to send your complaint to [email protected] within seven calendar days of the incident.

Be sure to provide here a clear identification information and a right description of your problem. If our company needs more information from you, we will request it as soon as possible. This can delay the final response for the final reply.

Disputes related to real-world gambling events (such as sports) will only be considered using official sources. No third-party information is accepted. For online „games of chance“, the company relies on its back office data, which is considered conclusive evidence.

Seven7 Casino emphasizes three main points in its dispute resolution policy:

• Player complaints, accounts, funds, and winnings are never transferred;
• The company tries to resolve all the complaints through voluntary mediation;
• But if mediation fails, all the unresolved disputes will be directed to out-of-court resolution, arbitration, or even the courts.

Problems with payouts, account functions, delays, or technical errors should always be reported first to the company via the official channels. This ensures your case is properly recorded and handled according to the established procedure.