7 Reels Casino - Player’s winnings from a bonus have been cancelled.

I won 700 from a deposit of 25, with a bonus. I played the play through 100% so I was able to withdraw my money. I put in a withdraw of 700. Mean while I deposited another 25 and won 2000. Same process

si I put in another withdrawl of 2000. My withdraw For both came back declined with a balance of 2100. They said I was playing with bonus money and they took 600. But to my understanding you can’t withdraw bonus money any way until you play your 100%play through. After a dispute they said I can withdraw again what was in my balance which was 2100. I played the 100 and withdrew 2000. And once again a week later came back declined. They said I bet more than the 5.00 I was allowed to there for forfeit any winnings.

I know I did not do this.

Dear Mary,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:

"3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, it is a different story if you are sure you didn’t place bets higher than allowed. I would like to ask you to you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played. My email address is kristina.s@casino.guru.

Also forward me any relevant communication between you and the casino, if possible (or post it here).

If there is any relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Mary,

Thank you for your emails. I see that you requested your game history yesterday. Let's give it a few days (for example 7 days), because requests like this might take longer to process, and when you received it, could you forward it to me?

Additionally, I would like to ask you to reply to this complaint here. This is for us the fastest and easiest way of communication.

Dear Mary,

Is there anything new regarding this case?

Hi Christina

nothing yet

Thank you very much Mary for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you Christina

Hello Mary,

I am very sorry to hear about your issue. I will do my best to help you.

7 Reels Casino, could you please shed some light on this case? Thank you very much in advance for your reply.

Hello,

Thank you for reaching out to us!

The first withdrawal request was placed on the 12th of June for the amount of 700, and the winnings originated in a free bonus. The second withdrawal request was placed later that day for the amount of 2000, with winnings originating in the third deposit bonus.

The initial withdrawal request was reviewed and approved on the 18th of June for 100. As per our Bonus Rules item 2.1.9. Free Bonus/Spins withdrawal limits, maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum 100.

Unfortunately, we were unable to operate the transfer through your preferred withdrawal method so the funds were returned to your balance. Our chat host requested that you submit the withdrawal again via a different method so we could process the transaction and get the funds to you.

As per our Banking Page, we shall honor one payout approval per account, per review and per week. If you submitted more withdrawal requests simultaneously, only one of the submissions shall be subject to review. Since the request for 2000 came after the initial request for 700, it was returned to your balance.

On the 19th of June, a new withdrawal request was placed for 2000, leaving the 100, originating in the free bonus, in the playable balance.

The request for 2000 was reviewed on the 25th of June, and during the review of your play sessions it was found that they were in breach of our Bonus Rules item 3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit. The bet in question was placed on the game Money Mouse on the 12th of June.

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

Kind regards,

7Reels Casino

Thank you 7 Reels Casino for your reply. Could you send me game history or any relevant evidence showing that the player has breached the terms to my zuzana.r@casino.guru . It would help us to decide in this case.

Hi Zuzana

i met the play through requirements

to 100% then I was able to withdraw said amounts on both occasions.

if you are playing with bonus money, you are unable to withdraw

Dear Mary,

are you aware you placed the bet above max bet allowed while playing with the bonus?

I was not aware the max I thought I bet was $5 I was pretty sure I did not bet more than that

Dear Mary,

there are bonus rules applicable to all bonuses, we highly recommend to read them before playing with the bonus

3.4. Until the playthrough requirements have been met, the maximum amount per spin/ bet that can be placed is €5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit.

Unfortunately, we received the evidence from the casino showing you have made multiple bets above $5. I am very sorry but in this case, we will be forced to reject your complaint.

Dear Mary,

We are extending the timer by 7 days. If there is anything I have overlooked, please let me know. Otherwise we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.