Complaints & Dispute Resolution

A formal complaint is addressed to the operator, Baytree Interactive Limited. You can file it in either of these ways:

• Online — the complaint form below, signed in or not;
• By email — complaints@7sultanscasinoco.slonik.store, from the email address registered on your account.

Please include your account email, the date and time of the event, the game, round or transaction concerned (the reference in your transaction or game history), what happened and what outcome you are asking for. Do not send passwords or full card numbers.

Questions that are not complaints — for example how to deposit — are answered faster through Contact Us.

1. Registration. Your complaint is logged at once with a reference number (CMP-…), shown on screen and used in all our replies.
2. Acknowledgment. We confirm receipt in writing within 2 business days and tell you who is handling it.
3. Investigation. A member of the compliance team who was not involved in the original decision reviews the game logs, transaction records and account history. We may ask you for more information; the clock pauses only while we wait for documents we have asked you for.
4. Interim updates. If the review takes longer than 15 days, we tell you where it stands.

While a complaint about a payment or a game round is open, we keep all records relating to it. Your balance and limits are not affected by filing a complaint.

You receive the operator’s final decision in writing within 45 days of the date we received your complaint. The decision explains what we found, the reasons, and any correction made — such as a refund, a re-credited balance or a reversed transaction — and tells you how to take the matter to the regulator if you disagree.

You may refer your complaint to the Kahnawà:ke Gaming Commission (KGC), which regulates 7Sultans Casino under Client Provider Authorization (CPA) No. 01059, if:

• you are not satisfied with our final decision; or
• 45 days have passed since we received your complaint and you have not received a final decision.

Write to the KGC at complaints@gamingcommission.ca with your complaint reference, our correspondence and any evidence. The KGC’s procedures and contact details are on gamingcommission.ca. We cooperate fully with the KGC and comply with its decisions.

Some complaints may be accepted by the KGC before the 45-day period ends, under the KGC’s own rules — for example a complaint about a matter that requires urgent action, about the protection of a vulnerable player or a minor, about a self-exclusion not being applied, or about the operator not responding at all. If you believe your complaint is one of these, you can contact the KGC at the same time as us. We still handle it with priority on our side.