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Casino FAQ (Frequently Asked Questions)

Over here we will address the most commonly asked questions from players. Our answers are short, concise and to the point.

Registration

Can I play at 7 Melons?  

Are you over 18 years of age, registered in Switzerland and not subject to any gambling restrictions affected? - Then you are cordially invited to use 7 Melons!

How can I register on 7 Melons and will it cost anything?  

Simply click on the "Register" button at the top of the 7 Melons page and then fill out the registration form with your correct information. Once you have entered all the required information, you agree to the Terms and Conditions, confirm that you are not affected by any Swiss gaming restrictions and you are ready to enter the exciting world of 7 Melons Casino. And best of all - registering your account is completely free.

Are there any fees for my 7 Melons account?  

We at 7 Melons don't like hidden costs - so there are no fees for your account and it's free.

Is 7 Melons trustworthy?  

7 Melons is operated by the Grand Casino Bern, which was granted a licence extention to offer online casino games by the Swiss Federal Council in November 2019. We are subject to strict guidelines from the Swiss Federal Gaming Commission and take our responsibility to you very seriously. In addition, we have been awarded the "[email protected]®" data protection seal of approval and are also ISO certified.

The chosen username or password is not accepted, what can I do?  

It is quite possible that the desired username has already been assigned. But no problem - please try again with another one. The password must be between 8 - 20 characters long and contain at least 1 special character ( e.g. [email protected]#$%^&*: ; ).

Is my data safe with you and where is my data stored?  

Absolutely. Both your information and your documents will be kept strictly confidential and will never be given to third parties. We are also ISO certified and have been awarded the "[email protected]®" privacy seal of approval.

Why does 7 Melons require my personal information?  

For legal reasons, we require your first and last name, date of birth and home address before we can open your account. We hereby comply with Articles 47 and 48 of the Money Play Act.

Game account 

Do I need to verify my account with 7 Melons?

According to the Swiss Money Play Ordinance, we are required to verify your player account within 30 days. Within this period you can only deposit up to a maximum of CHF 1000 and cannot withdraw any winnings. As soon as you send us the necessary documents and we can successfully verify your account, the account will be available to you without the restrictions mentioned above.

What documents are required for account verification and how long do I have to submit them? 

In order to successfully complete the verification of your account, we would ask you to send us your official ID and a proof of address within 30 days of registration. For this purpose, please use the upload function on our 7 Melons page. We may be required to request additional documents.

Are my documents safe with you and who can view them?

Computer systems are the heart of data processing. We design and protect our information technology system in such a way that we can provide our services to players and staff while maintaining confidentiality, integrity and availability (information technology security). In order to achieve this, we draw up internal IT security concepts.

We only collect data that is appropriate and suitable for the purpose of processing and that which we require for legal or internal reasons for business activities.

The data will only be used for the purpose collected, and:

  • processed only to the extent necessary in a lawful manner.
  • processed only by authorised persons.
  • archived in a secure place only as long as necessary.

In addition, we are ISO certified and have been awarded the "[email protected]®" data protection seal of approval.

Where can I submit my documents for verification?

You can easily upload your documents via our site. To do this, click on "Profile" when logged in and then under "Upload my documents" you can send them to us. We thank you in advance for your trust.

How do I adjust my phone number/email?

Both your phone number and email can be customised directly in your game account - it only takes a few steps:

Please log in to your account, click on your username and then on "Profile". Here you can now enter your new phone number or e-mail. For further assistance, please contact our customer service at any time.

How do I adjust my address?

The address can be changed at any time via our customer service. Simply contact us via the chat function. We are available for you around the clock.

Can my account be closed due to inactivity and does it cost anything?

Yes, we are required by law to deactivate an account that has not been used for more than 24 months. Any remaining amounts will be transferred to the AHV fund if we do not have your account details and we cannot contact you within this period. Our customer service will be happy to contact you at any time to reactivate your account.

My account is closed and I would like to use it again, what can I do?

Please contact our customer service via chat so that we can deal with your request. We are here for you and offer our support around the clock.

I want to close my account, what should I do?

Of course we regret your decision, but our customer service will be happy to comply with your request. Contact us via the chat function and one of our staff will deactivate the account for you.

I can no longer log in, what can I do?

That a log-in no longer works, can have various reasons. Please contact our customer service via the chat function and they will be happy to assist you. We are available for you around the clock.

How do I find out if I am already registered with 7 Melons?

Please use the function "Forgot your password?". If you already have an account, you will receive an email within a few minutes to reset your password. If you do not receive an e-mail, our customer service is also available for you via the chat function around the clock.

Can I have multiple accounts at 7 Melons?

According to Swiss law, a player may open a maximum of one player account per casino. We thank you for your understanding.

What happens if I don't complete the verification of my account?

We are required by law to deactivate an unverified account after 30 days. If your account is deactivated, please contact our customer service via the chat function so that they can help you reactivate your account. We are available around the clock.

I have forgotten my password/username, what can I do?

If you have forgotten your password, you can easily request a new password. To do this, click on "Forgot your password?", enter your username and then click on "Send". In just a few seconds you will receive an e-mail with a link to change your password. Please note that this link is only valid for a few minutes. If you have not received an e-mail from us, please check your spam folder as well. If you need assistance, please contact our friendly customer service - we are available around the clock.

I have forgotten my username, what can I do? 

If you have forgotten your username, click on the option "Forgot your password?" and then on "Forgot your username?" Then enter your e-mail address and click on "Send".

Responsible gaming 

Where can I find information about responsible gaming?

You are important to us! We have provided you with a lot of information and contacts to specialist agencies.

Please click here to view them. Of course, the staff at 7 Melons will also be happy to answer any further questions you may have. Don't be afraid to contact us, all your questions will be treated by us with the utmost discretion and confidentiality. Please contact our customer service via the chat function - we are always available for you.

What is gaming addiction? 

There is talk of gambling addiction when the "desire to play" becomes an obsession, an all-dominant urge. In the process, the player not only loses a lot of time and money, but also self-confidence and self-esteem. The player increasingly neglects important aspects of life such as family, work, hobbies and social commitments. This is usually a lengthy process and those affected often realise the addiction only very late. We are here for you, and you can find all information about responsible gambling here. Our customer service is also available for you at any time via the chat function.

What is the loss limit? 

With the loss limit you can limit your daily, weekly or monthly losses. An increase of the limit becomes effective after 24 hours, a decrease immediately. Due to Swiss legislation, one of the three limits must be selected. In this way, you always have an overview of your bets.

I want to take a time-out from gambling, what can I do?

You want to take a break? We value our players and encourage responsible gaming.

You have the opportunity to take a break at any time. You can choose a period of time between 24 hours and 6 months and decide whether it applies to all offers or only to certain categories of games. During this time you will no longer be able to play in the selected game category.

We also recommend that you visit the Responsible Gaming page. There you will find a lot of information about game protection.

Where can I apply for a voluntary gaming ban (Switzerland-wide)?

Please contact our customer service via chat so that we can assist you. We are here for you and offer our support around the clock.

Can I get help if I have a gambling problem?

Absolutely, if you feel that you have no control over your gambling, professional help is available for you. Please click here to find information on Responsible Gaming.

Don't worry about costs - the consultations are completely free. Should you need any additional information - our customer service team is always available to help you via the chat function.

How can I remove my gaming ban? 

Please contact our customer service department in this regard. They are at your disposal around the clock.

What if someone I know has a gambling problem, can I help them?

You may at any time, as a family member, relative or friend, contact a casino in person, by chat or in writing to alert them to a change in a player's behaviour or financial situation related to gambling. Contact us and together we will find a solution.

Alternatively, click here to view the addresses and telephone numbers of institutions specialising in gambling and possible addictive behaviour.

Deposits and withdrawals

How do I make a deposit and what is the minimum amount I need to deposit?

Deposits can be made very simply, directly in your player account. Log in, click on the “Bank” icon. Now you can choose your preferred deposit method and follow the next steps. If the payment was successful, you will see the amount in your balance. We wish you a lot of fun at 7 Melons! If you would like more information about deposits, our customer service is always available to help you via the chat function.

What payment methods are available and are there any fees for depositing?

The available deposit methods you can be find directly in the deposit function under the "Bank" tab. There you will see the deposit methods available to you. We are committed to offering you the widest possible range of payment options and will continue to expand them. Please note that 7 Melons does not charge any fees, but individual payment providers do charge fees.

How long does it take for my account to be credited?

Credit card deposits are usually credited immediately. If you have deposited by bank transfer, it may take a few business days for the money to be credited. This varies from bank to bank. If you have any further questions, our customer service is available around the clock via the chat function.

Are the payment methods trusted?

Your safety is a very special concern for us! We therefore only work with the well-known and secure payment providers.

I have not received my deposit, what can I do?

You can send us the payment confirmation directly in your game account. To do this, select the menu item "Profile" and then "Track my deposit". To upload the proof of payment, click on "Search", select the correct document and click on "Submit". We will now check the whereabouts of your payment and will inform you as soon as possible.

Can I make deposits with a payment method that is not in my name?

No, you may only make deposits using payment methods that are in your name.

How do I make a withdrawal and what is the minimum amount I can withdraw?

Withdrawals can be requested via your gaming account under the "Bank" section. When logged in, click on the "Bank" symbol and then on "Withdrawals". Select the desired withdrawal method and fill in the necessary information such as IBAN, bank name, etc. Please note that it may take a few business days for the money to be credited to your account. Please note that your player account must be verified in order to cash out winnings.

How long does it take to have the withdrawal in my account?

All payouts go into a 24 hour waiting period. During this period you have the option to cancel the withdrawal or a part of it if you wish. After 24 hours the withdrawal will be processed and paid out to you. It may take a few business days before the withdrawal reaches you, as the processing times vary from bank to bank.

Does 7 Melons require documents from me to proceed a withdrawal?

According to Swiss law, winnings can only be paid out if the account is verified. This means that you must send us at least one copy of an official form of identification. It may be that we are legally obliged to request further documents from you for larger amounts.

Can I withdraw my balance at any time and are there any fees for doing so?

Yes, it is possible to withdraw funds at any time. If you need assistance, our friendly customer service is at your disposal. Please note that we may only pay winnings to verified accounts. An administrative fee of CHF 2 will be levied on any payments below CHF 50, which will be deducted from your cash-in balance prior to payment.

Are my winnings tax free?

All winners up to one million have double luck - the prizes are tax-free in Switzerland.

What is the minimum payout amount? 

Great news! There is no minimum payout for 7 Melons.

What is a beneficial owner?

Beneficial interest means that you are the beneficial owner of both the amounts contributed and the profits. Under certain circumstances we are legally obliged to clarify this before making a deposit or withdrawal.

Is my payment information safe with you?

The payment information is not stored at the casino, but with our payment provider. We work exclusively with secure and well-known payment providers. However, the security of your data is the highest priority for us. Therefore we protect our IT systems with the latest and safest means of technology. In addition, we have been awarded the "[email protected]®" data protection seal of approval and are also ISO certified.

Marketing 

What are free spins?

Free spins are a way to spin the reels of a slot for free. Free spins are given, for example, as a result of promotions or as an appreciation for your loyalty.

Are there any situations where 7 Melons will contact me by phone?

Normally we do not try to reach our customers by phone, but send them an e-mail. However, for support purposes, you may sometimes hear a voice from one of our friendly staff, as in certain cases it makes sense to discuss a matter over the phone.

Should I expect 7 Melons to come to my home for a sales call?

No, our employees do not make house calls.

Will 7 Melons send me advertising?

If you have chosen to receive our great offers and news during registration, we will send them to you. Of course you have the option to cancel this at any time. Contact our customer service via the chat function to unsubscribe from all or individual channels. Our employees are available for you around the clock for all your questions or requests.

Games

Where can I find the slots with the best payout percentage?

You have to decide for yourself which of the slots brings you the most luck. We don't want to influence you in any way here. Under the following link we have provided the payout percentages of all the slots we offer. We wish you good luck with your choice!

Where can I find the version number of a game?

The version number of a game, you can find directly in the game, in the help option.

Where can I find the live games?

Live games are not offered by us at the moment. We are working hard to provide you with live games and thus offer you even more fun and entertainment.

Can I access 7 Melons from a mobile device (my cell phone or tablet)?

Yes, you can access our platform with most common end devices.

Which web browsers and versions are supported?

Most of the most common browser versions are supported. To ensure the best possible experience, we recommend that you always use the latest versions.

Do I have to pay anything if I play in demo mode?

Demo versions are free on 7 Melons, so we want to give you the opportunity to get to know games and have as much fun and entertainment as possible afterwards. We invite you to test our games. Please note that in demo versions winnings will not be paid out.

What do I do if I have a problem with a game?

We give everything every day that our site works perfectly. However, if you should find an error, please report it to our customer service using the chat function. We are available for you around the clock, 365 days a year and thank you in advance for your support.