7 Reels Casino - Player’s struggling to receive his winnings.

Did a deposit of 100euro 8th this month then 50euro before I started playing because they contacted me in chat and said I could get a better deal, so I did. Then I wagered it all and ended up with 12000 euro in total. I tried a 4000 euro withdrawal because that's the weekly limit. Then after 1 week they declined it because they needed a new picture to confirm my address (even tho they have verified it twice before) I sent it and waited another week. Now they declined and said Im only allowed to withdraw 100 euro because I won on free spins or something , which is not true. I haven take. Several pictures of the help deal chat and bonus log since I expected it to be a problem with the withdrawal. Since it has always been so on this site or any site related to it, just a week ago casinomoons took 300 euro out of 400 for the same reason.

Hope you can help.

Dear Sondre,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you are not aware of playing with any Free Spin or Free cash bonuses? These types of bonuses usually have a maximum cash out limit.

Do you happen to have saved the message, where this accusation is mentioned? If yes, please forward it to kristina.s@casino.guru or you can post it here.

Additionally, I would like to ask you to keep it one casino per complaint, so if you are experiencing problems with another casino, please submit a new complaint with the details of what happened and we will publish it as soon as possible:

https://casino.guru/complaints

I hope, we will be able to help you to resolve this issue as soon as possible.

Best regards,

Kristina

Yes I am aware of the limits when playing with free spins 🙂

I'll see if the chat is still there regarding the accusations.

Looks like they have disabled the chat function either for just me or it may be out of service atm.

Thank you very much Sondre. In the email it says, that you played and won the amount from 100 Free Spins. Do you remember playing with such a bonus?

I have played with several bonuses on that site.

Thank you Sondre. I will now transfer your complaint to my colleague Jozef who will be at your assistance. It seems, that you played with some Free Spin bonus, so please, keep in mind that there is a chance we won't be able to help you this time, but we will try.

They have now deleted my winnings and sent me 100 euro. They still say I won with free spins. I have asked for an explanation of the reconcile tab.

Regards

Hello Sondre.

Thank you very much for sharing your negative experience with the 7 Reels Casino. We will now try to get in touch with them.

Thank you

Hello,

We hope this message finds you well!

Kindly note that your winnings originated in a set of free spins, played after your deposit and deposit bonus. As per our Bonus Rules page, item 2.1.9. Free Bonus/Spins withdrawal limits ,maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum $100.

The balance from the deposit and deposit bonus was played down to 0, afterwards the set of free spins was played and registered a win of 99.3. The winnings were then played up, wagered, and requested for withdrawal.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

7 Reels

Dear Sondre.

Please, could you confirm the casino statement or should we request an evidence?

I still remember it as I won with the deposit. None of the bonuses showed under the reconcile tab as Free spins bonus when i took the print screens I uploaded.

Dear 7 Reels Casino.

Please, could you provide us with the evidence? You can post it here and I will mark it as sensitive (not visible for the public) or you can forward it to my email address jozef.k@casino.guru.

They closed my account now. Closed another account I had too with 400 euro 10% wagered trough a deposit bonus. Just as an update 🙂

We would like to ask the 7 Reels Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

No more info on the case I guess?

Dear Sondre.

The casino team has provided us with relevant proofs sustaining their claims. Unfortunately, we are forced to reject your case. 

If you do not agree with our decision, you can always file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. However, we believe that proofs from the casino are sufficient.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru