7 Reels Casino - Player’s winnings have been capped.

I won 1800.00 on this site. I received free spins on the game I was playing and it paid some. I originally deposited 20 dollars. I then went and played another game and it gave me 8 free spins and a 25 times multiplier on one roll it gave over 1400 dollars. So when I was done playing the game I checked to see how much I was able to withdraw it said withdrawlable was 1800.00 and did not say I had any bonus money because when you do it tells you if you have bonus money. So I verify my account and make the withdrawal then the 5 days later the 1800.00 is back to my 7reels account so when I email them they tell me that I didn't win 1800.00 that I could only have 100.00 because I won the money on free spins but it wasn't free spins given to me it was actual free spins on a game. Worst site ever for customer service and they are very misleading do not trust this site stay away not worth your time

Dear Louise,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Louise, for the forwarded screenshots. Could you please forward your bonus history too? Have you activated any promotional offer when depositing $20 on the 6th of June (12:35 pm)? I can see that you've been rewarded Free Spins later, during the game, but were they in-game features or part of a bonus? Looking forward to hearing from you.

Thank you very much, Louise, for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Louise.

I am sorry for your troubles.

We need to know exactly what's happened in your account, and because of that, I would like to invite the casino representative into the case.

Could you please check Louise's game log and explain what happened?

Hello,

We hope this message finds you well!

Kindly note that your winnings originate in a set of free spins. For your first deposit, you received a 200% bonus, as well as a set of free spins, as part of our welcome package. The free spins that are attached to the welcome package come with no wagering requirement, and the winnings are credited directly to your cash balance.

After you deposited, you played the free spins for a win of 32.6. Afterwards, you started wagering the deposit and deposit bonus, and played them down to 0, reaching 32.32 in balance. At that point you started playing the free spins winnings, which then generated the large win.

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

Kind regards,

7 Reels

Hello Louise.

After examining your game log, we discovered that you got a free spin bonus and later deposited money and got some winnings; however, later, you lost almost all your balance. Your balance went down to 16.74. At that moment, you were using winnings from free spins (32.6), which had a maximum winning set to 100. You continued to play with these funds and later won 1800. Because you were using money originated from "no deposit free spins", there was still an active maximum winning limit.

I am very sorry, Louise but based on that, we believe that the casino has the right to cut your winnings.

Based on evidence from the casino and because Louise didn't reply in the given time frame, we reject this complaint.