7BitCasino - Player's deposit not credited to account.

Hi, really I hope that this casino goes to deepest part of dark whole, they refused all of the issue that you had and they are cases of it, they haven't even know something like human whatsoever other things,

I'm very angry and got hard headaches because of this site ,I wants you that do anything you could to know this unfairly casino , l

refusing to add missed 1.05 BNB deposit that I provided with anything that they requested me was the fire 🔥 on my nervous, really I hate them so much.

I thinks this site have a dirty strategy with putting customers into stress and nervous angry enough to make sure they loose and cannot have a good activity in the games by put us on waiting and saying something unacceptable clearly.

They have a new scams way to us,

Shame on this site

Dear Koule,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Dear Koule,

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.

Hi , thanks for your reply,

Kindly I wants to inform you that all things on this case completely cleared and even they confirmed that my deposit amount is merchants on block chains in those addresses, this is not the only thing that they do , so Manu problem is engaged between,

Like against their promo about unlimited cash out guarantee for lvl up they debit 3000 doge on my account , they refused to add 25 % cash back to me, every week that I contacted into them just hearing the came back later!!!! I have proofreading on myself and they are in shadows now.

Hope for your understanding and help

Sorry becuase of the twice replied ,the missed deposit is my lasted deposit and I have approximately 120 count of deposit amount,

I will be sent additional information to you,

Once again thank you

Thank you, Koule, for your replies and email. Could you please advise if the e-wallet address to deposit funds into your account was visible on the casino’s website for all the players or if you were provided a unique one when opening the account? What was the date of your deposit?

Thank you very much, Koule, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Koule,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 7BitCasino's representative to join this conversation and participate in the resolution of this complaint.

Dear 7BitCasino team,

Could you please look into the player's issue in more detail and provide us with the results of your investigation?

According to the hash link provided by the user, it looks like it was August 21, not 20.

Thank you in advance for providing the information.

Dear Koule,

Take our apologies for the inconvenience you have experienced during your time on the site.

First and foremost, we would like to clarify that our casino takes customer complaints very seriously and always strives to provide a fair resolution process. Regarding your 1.05 BNB deposit, your frustration is understandable, and we want to shed more light on how our process works. If the transaction was not reflected in your account, there may be a possibility that there may have been an issue on the side of the payment provider. This is because cryptocurrency transactions can sometimes experience delays or issues beyond our control. Our team reached out to the payment provider to initiate an investigation and provide you with the necessary information to track your deposit. Your patience is greatly valued by us. If we manage to find and verify this transaction, we will credit it to the player's account. We have no desire to steal players' money.

We would like to remind you that bonuses come with different terms and conditions that may vary. This is why we suggest contacting our support team to inquire about the availability of a particular bonus and to obtain any extra information you might require. From what we can see, the player received corresponding bonuses on deposits. However, if a bonus was not credited, there is a possibility that one or more of the requirements were not met. For instance, it could be due to an insufficient deposit amount, or do not enter a promo code, and so on. Furthermore, we would like to highlight a requirement associated with Bonuses obtained through the VIP program's level-up feature. This requirement specifies that the maximum winnings allowed are capped at ten times the value of the bonus funds. To make things easier, you can familiarize yourself with our casino's VIP program regulations by visiting this link: https://7bitcasino.com/vip or by referring to this screenshot: https://prnt.sc/HzOladzI2MJF. Please pay attention that our team never withholds bonuses or avoids crediting them. Regarding the Monday Reload Bonus 25%, you received it earlier on the corresponding deposit and used it.

To our deepest regret, lately, your transactions have not been made in the availability period for this bonus. Due to the fact that the bonus mentioned above can be received once a week (on Monday in the UTC time zone). We kindly request your understanding, and we hope that our bonus policy will become clearer to you after reviewing this page: https://7bitcasino.com/bonus-terms.

Our goal is to create a positive and enjoyable gaming environment for all our users, and we do not endorse any practices that cause stress or discomfort. A review of our communication practices will be conducted to optimize player support.

Thank you for bringing these matters to our attention. If you ever have any questions or suggestions, do not hesitate to contact us at support@7bitcasino.com and we will be happy to assist you.

Sincerely,

7Bit Casino Team

Thank you very much, 7BitCasino team, for your reply and extensive explanation.

Dear Koule,

Since the main issue of the complaint is a non-credited deposit, let's focus on it now.

Have you been already contacted by the casino regarding your deposit in question?

If yes, what information did you receive? Is there any news or progress?

Please, provide the casino and its payment providers/processors with a few more business days to investigate your issue, and let us know when they contact you if they have not yet. I believe the deposit will be credited to your casino account balance soon.

hi dear bransilva, 

I contacted them with email and live chat, but they don't, 

I want to inform you that 7bitcasino doesn't have any updates or news yet, even they aren't sent me any email until I do contact them and ask them, and every time,on my answer I just heard that to be patient. not anything else

Dear Koule,

I kindly asked you to provide the casino and its payment providers/processors with a few more business days to investigate your issue and let us know when they contact you. You replied in less than 4 hours to it.

Let's do it as follows:

The timer will be set up for you until the end of the next week (Friday, September 22, 2023). Please, provide us with an update before the timer expires. If there is no news from the casino or the is no progress on your issue by next Friday, I will ask the casino representative to provide us with the status of the casino's investigation once again.

Thank you for your patience and understanding.

hi dear bransilva,

I have respect for you and I be patient during this time and you will be updated with my side on next Friday,

once again thank you very much.

Alright, Koule. Is there any news or progress? Can you provide me with an update?

Hi branislav,

First of all i appreciate your help with this case,

I wants to inform you 7bitcasino provide for my acc the missed amount 1.05 BNB but I request withdrawal and they canceled my order for the reason of anti-fruad and informed me that should be wagered for 3 multiple times, i don't wants to play but they don't accept it, so i forced to do wagering, i am sure that my account was flagged with losses because most of bet placed didn't have any paid, i made deposit again to test it with my mind and all just was lost, but i don't able to proofs it as well, all things that i have the withdrawal requested that rejected by casino, and anywhere else wagering for anti-fruad terms if i wasn't wrong is 1x times but they put it on 3x times ,

However I don't think we could do anything for this issue more, so i appreciate your help and kindness ❤️

Thank you, Koule, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds, but I am sorry to hear about such an unhappy ending.

I cannot disagree. As you mentioned, in this case, we cannot do anything more to help you.

But I would like to clarify it in more detail anyway and to explain a few facts as a reaction to your claims. Maybe it could help you or other players avoid certain types of mistakes.

• AML rules are common and industry-standard rules in all online casinos, and players are obliged to meet these deposit mandatory wagering requirements before being able to withdraw anything
• This particular casino has indeed the deposit wagering requirement 3x stated in its Terms and Conditions (available HERE, previous to last paragraph in section 10. Anti-Fraud Policy)
• It differs from casino to casino, but they require different deposit wagering; we are able to accept 5x or less (for Slots), while it is usually higher for Table/Live games
• It is necessary to read the Terms and Conditions completely before accepting them
• I found a rule (the same paragraph that I already mentioned) that says in case the deposit was not wagered a sufficient number of times, the casino has a right to charge a 10% fee for the transaction procession; it means that maybe you could have tried to withdraw your disputed deposit after accepting the fee; however, it should have been done (asking the casino for details and options) before starting playing with the deposit, and it would have also depended on your previous activity and play in the casino
• As for the non-credited bonus/cashback - it is necessary to meet all the requirements and conditions set up by casinos - we are talking about free money given by the casino, and they are not obliged to provide them to the players and also have a right to refuse to provide them to any player in their discretion
• It is impossible to prove something was set up in the system (loss), also it could have been a "bad day"
• The main issue of the complaint was a non-credited deposit, which was sorted out completely, regardless of the following events, so the casino fulfilled its obligations toward you

I sincerely believe my explanation clarified the case and circumstances sufficiently. So, as the main issue was successfully resolved, I will now mark your complaint as 'resolved' in our system and consider it closed.

Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, 7Bit Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru