7Bets.io Casino - Player's withdrawal rejected due to alleged bonus terms violation.

After registered using the deposit bonus I played through the balance and won I then played the full wagering requirements of the bonus and had winnings of £2500. I sent all requested documents for account verification as I was unable to submit online due to an error on the site . Few days later all documents had been uploaded apart from the proof of address. I tried numerous times to contact via live chat but I was consistently cut off. I finally got an email from support saying the gas and electric bill I had sent as proof of address had to be paper based so I took a photo of my paper statement and sent that again via email as proof at address bearing in mind they already had my driving licence which shows my address. I have been ignored by live chat support and by customer support via email and online message centre no responses.

After my withdrawal was rejected a 7th time and the money hadn’t reflected back into my balance as before I managed to get through after practically begging for help he told me it had been deducted of my balance as I had violated bonus terms and conditions. I’ve had no correspondence from the casino regards this at all. However as stated above I played through the bonus amount and met the wagering requirements I was lucky to continue winning and when I tried to keep getting my account verified they took the money.

I have raised the complaint directly with the casino via email support but yet again no response.

Dear saminajanjua,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on while your account was active?
• Did the casino specify which rule you breached?
• Do I understand correctly that you have not received any confirmation regarding successful verification?

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

Best regards,

Kristina

Hi Kristina any thanks for your reply

in answer to your questions please see below

I played predominantly on the game Big Catch Bonus buy some of the winnings were also from gonzos quest but majority are from Big Catch.

I made sure to check I had met the wagering requirements on the bonus information page and I had met those way before I had a balance of £2500.

The casino via live chat said the money had been removed from my balance due to a breach of bonus terms ( I’m yet to receive anything via email from the casino in regards to the removal of funds even though I was told an email regards this had been sent to me)

Correct I have not received anything regarding successful verification , to date I’ve only received one email saying my proof of address (which is the only thing outstanding ) should be in paper based form to me this means I must take a photo of the paper statement which I have done and also sent this across failing that they also already have my drivers licence which clearly shows my address I’ve asked if I can send something else but again no response.

I hope you can help this casino is absolutely terrible if I can get my winnings I will never be using them again.

I really appreciate your help with this matter.

Regards

samina

In response to my complaint with the casino I received and email this morning which simply stated ‘ The decision is final and will not be reconsidered" absolutely no clarification at all this is their final response to my complaint ?

They’ve come back with a further response saying I had played a bonus restricted came during the active period. However I’ve gone through the list of games that are bonus restricted and the game I played isn’t one of them please see attached

Thank you very much for your reply, saminajanjua. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi kristina I have sent you via email the last chat transcript and the email thread between me and the casino

thanks again

Thank you very much, saminajanjua, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello saminajanjua,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 7Bets.io Casino to join the conversation and participate in the resolution of this complaint.

Dear 7Bets.io Casino,

Can you please provide further insight into the reason for confiscating the player's funds? Which restricted game has the player played?

Kind regards,

Adam

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello saminajanjua,

I have made contact with a casino representative via Skype and I am waiting for more information. Consequently I will extend the timer one more time in the hope that a resolution can be found.

Kind regards,

Adam

I have had zero response from the casino and it seems will have to write of any hope of recovering money from this casino which I rightfully won the casino is a scam and anyone considering using its services should think twice

Hello,

User had played bonus restricted slot game Platipus - Book of Egypt. It is visible on the screenshot, which she provided here in comments.

Please do not use the word "Scam" when you talking about our Casino.

Best Regards,

7Bets.io Team

I never played this game my winnings came from the game big catch

Your casino is a SCAM as you e taken winnings that were rightfully played and won and you e done this to many other players and used the same excuse I’ve checked reviews left by others they’ve had the same issue . I played through the deposit and any wagering requirements had been met I never played any of the bonus restricted games which is the screenshot I sent the history of my gameplay will show this . Your casino is a SCAM. as you deducted monies owed to me

Dear 7Bets.io Team,

Can you please provide supporting evidence of the player's use of this game, as well as showing how the balance has been accumulated? It can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Dear saminajanjua,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask 7bets.io Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

There won’t be a response from them because they are liars who cheat people out of fairly won money I’m not the first it’s happened to . I didn’t even play the game they mentioned in their response . As mentioned before my winnings were won fairly they just don’t want to pay out. Which means they are a SCAM

Hello Adam,

Our support team has sent you a mail with proof, that user had played restricted slot game - Book of Egypt and she lies in the comments.

Regards,

7bets team

so why when I asked you to show this evidence was it never sent to me ?? Why was no clarification ever given the multiple times I asked ?? Why has it taken for me to get casino guru involved and your irritation at being called scammers and liars for you to produce any kind of evidence sorry but your still liars and scammers as I know 100% that the money I won was not on that game . Disgusting customer service and terrible conduct on handling a customer complaint

Hello 7Bets.io Casino,

Thank you for the evidence provided. According to the information received, there were only a few bets made in the game mentioned, and although it is not entirely clear, it appears that they had a very small effect on the player's balance.

We firmly believe that access to any games restricted from use with a bonus should be prevented by the casino software. In this way, the possibility for a player to make a mistake is removed. If for some reason the casino software does not allow for this restriction, the games should be set up in such a way that they do not contribute to the wagering requirements of the bonus (0%). Additionally, as there are only a few bets that have breached the rule, and these did not in any way contribute to the accumulation of the disputed amount (as far as I can see from the evidence), I am confident that the player should be paid their winnings in full in such a situation. Is the casino willing to take another look at the situation?

Kind regards,

Adam

so they didn’t send you evidence of the game I played where the winnings were accumulated , but of course they wouldn’t do that because it would clearly show that I had won the money fairly .

so 7bets.io when can I expect my winnings to be paid out thank you

prove you are not scammers and liars and pay me my winnings

Hello,

You have been provided a single screenshot where was visible that user violated the rules. He had hundreds of bets on that game and had the influence on wagering the bonus. According to the terms violation of the rules will trigger voiding all bets made after the violation.

Best Regards,

7Bets team

Hello 7bets.io Casino,

Thank you for your response, but as explained, we still do not believe it is fair to confiscate winnings for playing a game that is made available to play, and restrictions should be implemented at the software level or the wagering contributions adjusted for these games. If all other rules have been followed, we believe it fair for the winnings to be paid on this occasion.

Unfortunately, if the casino is not willing to reconsider its decision, we will have no choice but to close the complaint as unresolved in accordance with our policies on fair gambling. Please let me know your final considerations.

Kind regards,

Adam

7bets your still lying , you’ve provided one single screenshot to casino guru but yet to send me any form of evidence in fact no correspondence what so ever in relation to when I raised the issue. Fact it you need to pay my winnings because your just continuing to make yourself look bad. Do the right thing and sort out your casino so that’s it fair and honest for players rather than to keep scamming everyone as soon as they win some money.

could you please payout my winnings now ???

P.s I’m a she not a he 🤣🤣just goes to show

Hello,

You could check any transaction in your account on your own.

Regards,

7Bets team

I asked you for evidence to show where I had violated the terms and conditions none was sent . You confiscated the money from my balance without any notification or explanation, the only clarification in regards to the confiscation has been sent to casino guru. Surely if you are confiscating my winnings I should at least be informed by you the reasons why and evidence provided ??

you have shown me nothing and it seems the so called evidence provided to casino guru also doesn’t justify you confiscating my winnings. So why don’t you do the right thing and payout not just to me but every other players that is having the same issues with your casino. You are SCAMMERS and you are LIARS

NO ONE SHOULD USE YOUR CASINO

Also you’ve blocked my account so I can’t see my transactions

Hello all,

As we have explained our views on this situation, I would like to ask the casino if it will reconsider its decision one more time.

If not, or if there is no further response, we will close the complaint as mentioned.

Kind regards,

Adam

***

Dear saminajanjua,

As it seems that the casino wishes to maintain its position regarding this complaint, I will mark the complaint as "unresolved" in our system as previously mentioned. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Adam