7BitCasino - Player's bonus was canceled.

So a couple days ago I was playing on 7bit casino I was given 50 free spins as part as a deposit bonus. So I win around 2000 Dollars on free spins. So as I’m doing the ridiculous 40x play through I notice that even though I’m playing the bonus wagering games none of them are taking off from my play through. Now that little experiment alone has cost me around 500 dollars as now I’m down to about 1500. I decide to take a break and go and order groceries online so I can also prove I wasn’t even on the site because that’s what comes next in the story. I go back to play and all my money is gone from my bonus. So I ask customer service before I play anything what’s going on where’s my bonus money at? Silvia tells me oh I cancelled it! What the ***** my heart sank because I knew then and there they were gonna burn me out of my winnings! So I say I didn’t cancel it I haven’t even been online I can prove it can you show me the ip address it was cancelled from because it’s not showing up in my transaction history either that I cancelled it. No she says you cancelled be more careful next time! What ?? Like why would I cancel the bonus I was up 1500 dollars on? She won’t let me talk to anyone else absolutely refuses to transfer me to a supervisor which I have all documented and keeps telling me I cancelled but can’t show me where and what address it was cancelled from. So the next day I asked again to get the same run around from Michael this time telling me I cancelled it then all of a sudden they are having issues with their chat and he will get back to me via email. So I wait another day and I get an email basically telling me the same thing I cancelled it and they are t gonna do anything about it. Like it could be a software glitch but I think at this point it was intentional on their part like how many other people have they done this to? I really needed that money and for them just to take it back from me for no reason is just wrong!! Keep in mind I haven’t violated any rules and was actually a loyal customer of theirs for years till this. So players beware I wouldn’t spend time or money here because you could be next anyone could and they’ll just tell you you cancelled it when you know D am well you didn’t. So my goal is to make sure this doesn’t happen to anyone else and try to shut them down it isn’t right what they are doing I won that money fair and square and they should return it and let me finish my play through like I was but don’t think that’s gonna happen. And I can prove I wasn't on the casino let alone online I made a online order and have receipts to prove it and picked it up at the time of the allege canceling of the bonus but they are saying they cant see that but they know what browser everyone logs in with but cant tell what ip canceled the bonus feel like that's a lie i have a friend familiar with software and it can pretty much pull up any stat on every player in that casino at any given time and also cancel bonuses when you win too much or have the games lose and not take off from your playthrough like it was doing on mine and they wont even acknowledge that issue i brought up because if they aren't doing maliciously then they have a serious software glitch on their hands that you think they would want to know and fix either way to not happen to other players but refuse to listen to that they are so stuck on i canceled it when im telling them their is no way I could of because I was out picking up grocery's after i ordered them and once again i can prove this

Dear urdaddymitch,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the casino’s terms and conditions and I found this: https://7bitcasino.com/bonus-terms

When accepting a deposit bonus, kindly remember that your deposit is locked with the accepted bonus. This means that you have two options, either to complete the wagering requirement of the bonus or cancel the bonus. If you choose to cancel the bonus, the bonus and all winnings attributed to the bonus will be lost.

Have you ever canceled a bonus in the casino during the time you were a player there? Could you explain what is the process required in order to cancel a bonus in the casino if you have the knowledge?

Could you please forward any relevant communication between you and the casino to my email at tomas@casino.guru? Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Tomas

Yes I have canceled a bonus in the casino and you have to go into the bonus section and find it first then hit cancel bonus which is not a easy thing to do for them to say I canceled it is a flat out lie I was up 1500 dollars still would you cancel a bonus if you were up 1500 dollars ? Have you ever just given away 1500 dollars and if so why? I’m not that generous. So maybe it was a software glitch they need to look into. Maybe it was a rouge employee? I don’t know how they did it but it wasn’t me why would I? Also they didn’t even address the fact while I was playing my bonus play through it wasn’t even taking off the total when I was I playing in the bonus wagering section so what’s up with that. I was up 2000 dollars but in the midst of doing the play through and losing money on every game I played to see if it would take from the play through it wasnt. Also if they could provide the time it was canceled I can prove I wasn’t even home or near a computer I was out getting groceries before that I was ordering them online I can prove all this through receipts. Then when I went to go back to play I noticed right away my money was missing and didn’t play at all which I can prove again. So either they have malicious software that does it or a employee but it wasn’t me once again Why would I?

Dear urdaddymitch,

Thank you for your email. I went over the transcript, and unfortunately, we can't insist on the casino restoring your bonus balance.

Could you please explain in more detail the issue with the wagering of your bonus not progressing according to your expectations? Did you play only games that contribute to the wagering requirements or other games as well?

Dear urdaddymitch,

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.

We've decided to reopen the complaint after we received the following message from the player:

I thought I responded before sorry about that just seen this email but yes I was playing only bonus wagering games and I would look at my bonus balance and play Some spins in the bonus wagering games only then I would go look at the balance and it was the same I did that probably on about 10 games at least none of them were going to the wagering part of my play through. I don’t have screen shots of this because I didn’t think it was nesscasry to record all my game play plus I don’t have a hard drive to do that either. So I took a break from playing for about three hours to order groceries online and also go pick them up I can provide screen shots of the time i was another site to show I wasn’t even logged In but they won’t even provided me with the exact time it was cancelled or the ip address it was canceled from it doesn’t even show in my account that it was canceled. I can provide screen shots of that and also the recipient from the store I ordered from. I noticed as soon as I logged back in the money was missing and that’s the conversation I had with them are the screen shots I provided they refused to let me talk to a supervisor and kept telling me that I canceled it and to be more careful next time . I would like to see the EXACT time it was canceled to show you I wasn’t even on the site because that’s when it happened I would also like the exact ip address it was canceled from I find it hard to believe that they don’t have that info they keep track of everything else and they try to tell me also that they cancel it from their end which is a flat out lie because they answered In the complaint that they could but were admitted telling me that basically it was impossible for them to cancel it which I find that hard to believe that also that they can’t do that from their end of course they can.

Thank you very much, urdaddymitch, for providing the necessary information. 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 urdaddymitch,

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

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

Dear 7Bit Casino,

Can you please provide further insight into what has happened to the player's balance?

Kind regards,

Adam

Dear urdaddymitch,

Thank you for sharing your opinion on the situation, we appreciate it.

Please be informed that a careful and detailed examination of your case was conducted. According to the information within the system, the bonus was canceled by the owner of the account.

We would like to assure you that our casino interferes with the gameplay of its players. Unfortunately, the bonus cannot be reissued as the cancellation happened in the process of bonus wagering.

We`re very sorry that you had such an experience. But hope for your understanding.

Kind regards,

7Bit Casino team

Dear urdaddymitch,

The casino has provided evidence that shows the bonus was canceled. You mentioned you have receipts that prove you were not at your computer at the time it was canceled, can I ask you to provide these to me for review please? They can be sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Yep no problem and why can’t they show the ip it was canceled from? Also their response says "We would like to assure you that our casino interferes with the gameplay of its players. " They are admitting it right there! Give me a minute and I’ll find the receipt from the store I was at shopping that day I have to go back through my emails and find it. But once again why would I give them back 1500 dollars ? This makes no freaking sense at all! Who just gives away 1500 dolkars when they are broke and desperately needs the money. I have a background with web development and a bachelors in computer science with also a associates in networking so quite well aware how computers works and it’s nothing for a company like this with money to have software to manipulate the players outcome and to cancel bonuses and to just rig the software all the way around how often is their software audited? I know the licensing is a joke they are actually Russian thugs so sure they need the money with the way the war in Ukraine is going now they they’re so desperate they are stealing from players couldn’t even take 1500 dollar hit that’s sad.

P.S. Peace in Ukraine they actually give me my money back I’ll donate it to refugees of Ukraine just to prove a point I just don’t want this happening to anyone else and the world to be aware that they are a no good casino and after I give you tge recipts and prove I was no where near a computer I ask you to please remove them from approved sites and take away perfect rating because they are far from such. How they couldn’t transfer me to a supervisor or the other play wasn’t taking away from the bonus play through ? Even though I was playing all bonus wagering games I can prove that Also from my game logs if they haven’t changed or erased them by now also why doesn’t it show up in my account I even canceled either ?

Dear urdaddymitch,

Thank you for your comments. I am yet to receive an email from you regarding the receipts you have mentioned, can you please confirm you have sent them to adam.m@casino.guru?

Kind regards,

Adam

Dear urdaddymitch,

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.

Dear urdaddymitch,

Unfortunately, we have had no further response from you so the complaint will now be rejected as mentioned.

Kind regards,

Adam