7 Spins Casino - Player’s winnings from bonus play have been forfeited.

I deposited R350 via EFT i was given R100 bonus then i played the slots and won R40000 i withdrawn the money 40000 i was told to wait for 5 days...

No email to confirm my withdrawal nothing on the 5 th day when i ask about the money they disconnected on live chat when i ask why I was played 1000 they told me it's bonus voided.

Dear Bonny,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you specify which exact bonus have you redeemed? I would like to check the Bonus T&Cs to see if there is something that could help us in this case.

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or alternatively post it here).

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Kristina

Helow thanks for attending my situation they gave 25 free spins and lost while playing I won nothing I thrn deposited R350+ viaEFT payment they automatically gave me R100+with 35X wagering I PLAYED FOR MORE THAN 8HOURS I FULLY COMPLETED THE R100+x35 WAGERING I then stated winning R50000 I then lost R10000 I decided to withdraw R40000 it nicely went through but no confirmation of withdrawal was sent tome I waited for 5days for my cash out unfortunately I saw R1000 payment I then asked the live chat agent said they are transferring me to my accountmanager then all of sudden she disconnected and stopped talking me ,I went again to live chat they just said your bonus voided R39000 according to the review so I asked which bonus because I was given Almost R100 with WAGERING that i knew i completed.

Thank you very much Bonny for your reply. I will now transfer your complaint to my colleague Peter 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.

Hi Bonny,

I'm taking over your complaint. Let me contact the casino and see what can be done. I would like to ask the 7 Spins Casino to reply to this complaint.

Hello,

Thank you for reaching out to us!

We have investigated the case and found that on the 13th of May 17:37 a set of free spins was claimed, but not played. Later that day, at 20:44 a deposit of R350 was made, accompanied by a R87.5 deposit bonus.

On the 14th of May the wagering requirement for the deposit bonus was completed at 11:47, resulting in R2184.15 being transferred to the cash balance. After reaching a balance of R1007.5 in cash, the set of free spins was played resulting in a win of R9.4. At this point the total balance on the account was of R1016.9, out of which R9.4 in bonus and R1007.5 in cash.

Once the free spin win was credited, a bet of R25 was placed, resulting in a win of R720. Since the bet in question was made with both a bonus and a cash balance, the system qualified the win as bonus. Several bets later, a win of R24395 was registered on a bet placed entirely out of the bonus balance.

At 12:30 the wagering requirement was completed for the bonus in question, resulting in R24812.4 being transferred to the cash balance. Since the original R25 bet that led to this balance was placed out of both a bonus and a cash balance, the entire amount was attributed by the system to the set of free spins, thus the withdrawal was limited to R1000, as per our Bonus rules.

However, we understand that this is an exceptional case and we take responsibility for the matter not having been explained to the player at the time the original R25 bonus was placed, and we will honor the win.

We are glad to inform you that a second transfer of R39000 has been made, and it should already be reflected in the player's account.

Should you require any additional information, please do not hesitate to contact us.

Kind regards,

7 Spins

Good day

May the Good Lord do you and ur team right all the time i would like to thank you and your team for assisting me with my winnings I got it thank U very much You guys are the greatest keep doing the great work.

Stay blessed

Bonny M

Thank you 7 Spins team for showing this gesture of goodwill.

Dear Bonny,

I'm glad to hear that your issue got resolved. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter