7BitCasino - Player encountered a technical glitch in the casino.

I was playing the game Night Racing at 9:06 am June 13. I was betting 0.00325 BTC got the bonus and I guess I wasn't reading it correctly when I chose the last of the four options displayed because next thing I know it took the money I started at which was. 0.022 BTC and left me with 0.007BTC and then when it ended I had won 0.009BTC which added together equals 0.016BTC but instead I only got to keep what I had just won. When I went to customer service to ask what the deal was she wouldn't answer my questions and basically blew me off and closed the chat with out any explanation. They cheated me out of my money and these numbers are just rounded out but basically they took 0.015 from me before the bonus and then usually a bonus is a good thing not a bad thing. I want my money or atleast an explanation of how I only ended up with what I won in the bonus. Cause it doesn't make any sense.

Dear Rlt623,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Also, I adjusted the disputed value to 0.015 BTC.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Tomas

I have no way to show you my game history because they only provide the last 50 transactions to you. I also am now being cheated out of 75 dollars that you are provided after you reach level 7 of their VIP program. The reason they are saying is that only one person in my household can have an account and receive the offer and that I supposedly have multiple accounts. This is a complete lie and unbelievable. I am the only person in my household that has an account on my ip address and nobody else has reached level 7 to receive any offer but me and they are trying to cheat me out of it even though I received the last reward for reaching level 6. This casino is very sorry and tries to cheat people out of their rewards constantly.

I received this correspondence with them recently as they wouldn't return my emails about the game play but they decided to answer me back regarding me leveling up on the vip program. I am including the screenshots of what was said. They don't ever want to provide proof of where you have another account.

Thanks for the update.

Please understand without any evidence of a technical glitch we won't be able to confront the casino about such an issue.

I am sorry to learn about the casino's accusations.

Could you please explain if there were other consequences for your casino account and your casino balance in the casino other than casino disabling bonuses for you?

I'm confused why wouldn't you be able to ask the casino directly for a copy of my history of playing there from the time period I am stating. You don't seem to be doing any investigating work other than talking to me you haven't even contacted the casino to find out or disprove anything. The fact that they lie about me having another account so they don't have to honor their rewards program is bullshit. I now no longer receive my cash back from playing through the weekend. How are you supposed to provide evidence of a glitch when you dont expect that to happen so its not like you have a screen recording of it to prove it at that moment. This is crazy

Dear Rlt623,

I understand this must be frustrating for you. I am sorry you feel that way.

Did you try to ask the casino for the game history yourself first for the time period you specified in the first post? Please understand we won't intervene without any evidence of the mismatch you are describing. The record of the game round should be stored on the server of the game provider.

I checked the game you played on the casino website and it seems the 4th feature costs 600 x the amount of the set bet (25fun x600 = 15,000 in my case in 'for fun' mode)

If you started with 0.007+0.022 =0.029BTC the feature costs 0.022 BTC you won only 0.009 from the feature I can only conclude the numbers match up. The use of the feature doesn't guarantee you will win overall. Please let me know if I overlooked any information.

Regarding the casino's allegations of multiple accounts, were there any other ramifications for your casino account and casino balance other than the casino not crediting you with a loyalty VIP bonus for achieving level 7? Please let me know.

Yes. I am constantly being cheated out of any rewards supposed to be recovered. I can not use any type of coupon code because they won't honor it even though they tried to tell me that it shouldn't apply to that they lie. Anyway they can beat me out of something they go above and beyond to do it. Without any explanation. I would like to receive my 75 dollars for reaching the 7th tier. It costs a lot of money to get there and I don't have the money to waste to build up another account just to receive the same incentives that makes no sense. They have no proof they are just trying to cheat me out of my reward. How is this ethic for them to do. Can you not request for them to show some type of proof of this to us.

Dear Rlt623,

We regret to inform you that we are unable to compel casinos to upgrade your player's status or suggest that they provide you with loyalty rewards. It is important to note that casinos are not obligated to offer any benefits to their players and may exclude individuals from their loyalty program. While you understandably disagree with the justification of the casino's decision, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives loyalty rewards and who does not.

We sincerely appreciate your understanding of the situation and apologize that we couldn't be of more help.

I would also strongly discourage opening multiple accounts in the casino since most online casinos forbid such actions altogether in order to prevent bonus abuse. If there are no other consequences for your account due to the accusations of opening multiple accounts made by the casino, the complaint will be closed.

Thank you for your reply.

Do you not even read what I have said. I did not open mutual accounts...I only have one damn account here so they are lying in order to not stand by their vip program and the rewards they offer to the players. I have read that this is common for this casino. I can see that they have already bought your opinion and that you are of course not going to do a damn thing and continue to rate this casino in a positive light even though I have read numerous places about their dishonest practices and their customer service team being very unprofessional and unhelpful. Thanks for nothing of course I should have known better.

I am sorry if I was misunderstood.

We will investigate and ask the casino for proof, only if your winnings were confiscated or your balance was withheld or in similar circumstances when it comes to multiple account cases. Please let me know if that happened.

The fact the casino only restricted your loyalty rewards we find justifiable, as I tried to explain earlier. I didn't mean to insinuate you opened multiple accounts, I only meant to express a viewpoint on why it is prohibited and advise you not to open multiple accounts in online casinos in the future.

I hope that clarifies what I meant earlier.

I'll await your reply.

Dear Rlt623,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.