7BitCasino - Player had his account closed.

Hi there Casino Guru, i want to report my case with you guys about 7bitcasino i am a member there since

27/6/2020 and i had some losts and some small wins but this year (2021) since i had a bit more of bitcoin i start gambling a bit more and i had some wins on this casino, the firsts deposits and withdraws were smooth and everything was on track, i had some losses before but some wins recently and i enjoying quite well the casino with a nice customer support but then after my last successful withdraw everything changed since i won big 0.1btc at that time date was exacly 5000 € in bitcoin they hold my withdraw for two weeks since (3/4/2021) according to the support chat it was normal for big wins because they said that wasnt in their hands and were waiting for approval from evolution gaming since some of the wins where from there and then after being two weeks waiting they disable my account saying that they need to verify my account and after a few more days they block my account without any warning and then i asked the customer support why i couldnt login into my account and they very rudly said that my account was disable and would stay that way until further noticed. After a few more days waiting for the disable account review they send me this email on 

5/4/2021 at 4:41 PM saying : "Hey there,

Thank you for contacting our customer service. This is the confirmation of case creation. We will get in touch as soon as possible.

Regards,

7bit casino support team"

then later they send me another email on 5/4/2021 at 5:11 PM

"Dear Manuel,

Thank you for contacting us.

If You breach any provision of these T&C or 7bitcasino.com has a reasonable ground to suspect that You have breached them, 7bitcasino.com reserves the right not to open, suspend, close Your Member Account, withhold payment of your winnings and apply such funds on account of any damages due by You.

Source: https://7bitcasino.com/terms-and-conditions, 8.1.

Here's a screenshot: https://prnt.sc/114zsnt.

Your account was closed for some time for additional investigation.

We will inform you about any update as soon as possible.

Regards,

7bit casino support team"

and then another email at

5/4/2021 at 5:44 P

"Dear Manuel,

Thank you for your reply.

We will do our best to check all the info as soon as possible.

We will contact you via email.

Should you need any help, just count on us anytime.

Regards,

7bit casino support team" and then 2 days later this email

7/4/2021 at 1:59 PM

"Dear Manuel,

We regret to inform you that your account has been closed due to violating the anti-fraud policy.

The reason is the rule 12.1 of the Terms and Conditions of our casino.

Rule: 12.1 The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to:

-participating in any type of collusion with other players

-you shall not be involved in any fraudulent, collusive, fixing, or other unlawful activity in relation to Your or third parties’ participation in any of the Games and shall not use any software-assisted methods or techniques or hardware devices for Your participation in any of the Games. 7bitcasino.com hereby reserves the right to invalidate any wager in the event of such behavior

-fraudulent actions against other online casinos or payment providers

-chargeback transactions with a credit card or denial of some payments made

-creating two or more accounts

-other types of cheating

-or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such Player Account and suspend all payouts to the player.

You can check the information at the Terms and Conditions via the link below:

https://7bitcasino.com/terms-and-conditions

Thank you for understanding.

If you have any question, feel free to contact us.

Regards,

7bit casino support team"

and then this current month i knew that evolution gaming had solved the issue with my account so i requested a new password at 12/5/2021 at 6:57 PM and i was able to login into my account and i see my balance there so i request a new withdraw of my all balance that i confirm into my email and again i contact support since it was several hours since i request my withdraw and nothing same old song about the withdraw had to be approval by the staff and that sometimes takes some more time and i told that i woudn't wait another week since i had the same problem before and for my surprise i got this email yesterday saying that my account was closed again. I have video/ image proof of all my winings are legit. So i kindly ask you guys to look into my case before i start a lawsuit with my laywer for defamation against my good name, to get acess to my wins and also to get all data in my name and the removal of all my data according to european laws of RGPD in 7bitcasino.

Dear Manuel, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please clarify whether you accumulated your winnings by playing with a bonus, or your real money only?

Most casinos take anti-money laundering policy very strictly. Are you aware of a violation of any of the conditions listed in the casino email?

Is this the only explanation from the casino? If there is any other communication between you and the casino, please forward it to kristina.s@casino.guru (or you can post it here).

Looking forward to hearing from you.

Best regards, 

Kristina

Hi there Kristina, thanks for acepting my case.

I always play with my own money and never play with bonus here or in any other casino and i always follow by the detail every term and condition of the casino, this problem was with evolution gaming and it was about a month ago at the same time where i was playing in another casino and had the same problem with evolution gaming i opened 2 tickets one for each casino and on the other casino its already solved and i got my money back as you can see on my previous complain here with you guys at Casino Guru and thats why 7bitcasino unblocked my account since the anti fraud department cleared my case and gave me reason. But at 7bitcasino instead of approve my withdraw my account was unbanned and when i tried to request a new withdraw after talking with chat support they told me the same story about being a bit withdraw that required extra time to be approved only to have time to block my account again... No i didnt violate any of the conditions listed in the casino email and i have video proof of my winings and also printscreens since i was thinking about streaming my gaming sessions and since i am at the affiliate program from 7bitcasino, i have the ticket with evolution gaming and i feel very offended as an ex militar being associated with criminal activity that if they don't clear my name i will start a law suit against 7Bitcasino. I will forward you be email all the data and transactions between me and 7bitcasino.

Best Regards

Manuel P***

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

Hello Manuel.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Manuel.

Please, could you confirm the casino statement? If you disagree with their statement, could you give them permission to share data with us? Be aware that it will be marked as sensitive, not visible to the public.

In case you fail to provide the required information in the given time frame, we will reject your complaint.

Dear 7Bit Casino team.

Thank you very much for your cooperation in this case. May I kindly ask you to react?

Dear Manuel.

I can confirm that we have received relevant proofs from the 7bit Casino team sustaining their claims. Since you have clearly breached the casino T&Cs (using this error) we believe you are not entitled to receive the amount. I am very sorry, but we are forced to reject your case.

If you do not agree with our decision, another option is to file an official complaint at ADR and/or licensing authority of the casino. If you are convinced that the casino has altered their proofs it is the only valid option. I can help you with it.

Best regards, Jozef