7BitCasino - Player's loss limit violation led to significant loss.

Hello, I am writing this with regards to a violation of the responsible gambling terms and conditions as indicated on the operators website. After months of speaking with a few of their agents and asking the same question I have made a complaint. The casino responsible gambling policy clearly states that upon request of disabling a loss limit, the player must wait a 24 hour waiting period before the loss limit is disabled. This policy is something that I highly relied on as it gave me time to cool off and stop and think before losing any more than I could afford.

I have made numerous loss limits and disabled them numerous times. A number of times, I attempted to contact support to see if my loss limit could be disabled before the 24 hour waiting period but each time they told me they are unable to do this for me. However, on October 3rd I requested that my loss limit be disabled. About 12 hours after my initial request to disable my loss limit, I spoke to an agent using the online support chat and asked if they could disable my loss limit before the 24 hour waiting period was complete and the operator disabled my loss limit early. As previously mentioned, I have spoken to a number of other agents about getting my loss limit disabled before the 24 hour time frame, but each time every single other agent has told me I must wait the full 24 hours because it is in their responsible gambling terms and conditions. There was only this one time where they disabled it before the 24 hour waiting period was completed. As a result, I believe that they have violated their responsible gambling terms and conditions.

I have been in contact with the operators support staff via email as well as managers but they are unable to provide me with a clear answer that addresses my concerns. Initially I was told that their system will not allow the loss limit to be disabled before the 24 hour waiting period. Then when I provided evidence of it, they told me they were acting upon my request to make my betting experience more enjoyable. I would have believed this if every time I requested my loss limit to be disabled, they did disable it before the 24 hour waiting period. But as mentioned before, out of the numerous times I have requested my loss limit to be disabled early, they only did it one time for me. Additionally, nowhere in the casino's terms and conditions does it state the loss limit may be removed before the 24 hour waiting period is complete upon request of the player. It does not even remotely imply something similar to that. The only thing it states is that each player must wait the full 24 hours before their loss limit is disabled.

With all of this said, I feel as though they have clearly neglected to uphold their duty of care and enforce their own terms and conditions regarding responsible gambling. It is not the players responsibility to uphold the casinos terms and conditions. That is the responsibly of the operator. Just because someone asks to break a policy does not at all give the operator the right to break the policy. As I stated before, this policy is something that meant a lot to me because it gave me time to cool off and not lose any more. They failed to enforce their own policy and that is a clear violation of their terms and conditions. If the support staff had removed my loss limit every time I requested it to be removed, then I would not think twice about this policy violation. However, since it was only the one time, this is a clear indication that their terms and conditions have been broken on their end. If their terms and conditions even remotely implied that the loss limit can be disabled upon request of the player, I would not be writing this complaint. However, it does not state anything about that whatsoever. This is another indication on why I believe they have broken their terms and conditions. Furthermore, the emails I have regarding this violation with support staff and management; they have been changing their responses and not providing clear answers to my questions and concerns at all. Such as how they initially told me their software will not let them disable the limit before the 24 hour time frame is up. This again is another indication that they have violated their responsible gambling terms and conditions. Numerous times I have asked them where in their responsible gambling terms and conditions it even remotely implies that the loss limit may be removed before the 24 hour waiting period is complete but they have not responded even one time to my question. This is another indication that they have violated their own terms and conditions.

When my loss limit was disabled early in October (before the 24 hour time frame was complete) I ended up losing a sum of bitcoin (roughly 0.7 btc). I am hoping to get compensation for the sum that I lost during the time that the 24 hour waiting period should have been upheld and implemented as stated in their responsible gambling policy.

Dear Chaa,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please provide any transcripts of the chat conversations or emails with the casino customer support from the day your loss limit was disabled too early? Please forward them to me, along with any other relevant communication and evidence that could be pertinent to the investigation of your case. My email address is veronika.l@casino.guru.

Am I correct in understanding that the loss limit feature was disabled for you only once?

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

Best regards

Veronika

Unfortunately I have asked casino support to send transcripts of my conversations with the online support I used on the website, however they said this is not possible. I do have email confirmations showing that the loss limit removal request was made on October 3rd at 12:28pm and the loss limit was disabled October 4th at 12:49pm. I will email you screenshots of that and can forward you all the emails I have with the support staff and managers.

Also yes, the loss limit was only disabled before the 24 hour waiting period was complete this one time. Even though I have asked for it to be disabled early on numerous separate occasions (every other time they did not allow it). This is why I believe that they have violated one of their policies. This is a policy that helped me, as I stated in my initial description of the complaint.

Thanks for your time and help!

Sorry October 3rd I made the initial request to disable the loss limit at 12:28pm and it was disabled October 4th at 12:49am. So my loss limit was disabled after 12 hours and 21 minutes.

Could you please forward me the original emails from the casino that you sent me as screenshots?

Yes I just sent you them now

Thank you very much, Chaa, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Sounds good, thank you for the help! Do I have to email him or anything? Or do I just wait for a reply?

Hello Chaa,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will try my best to help, but there are a few things I have to mention. First of all, we know from experience that it is not easy for players with gambling problems to just stop gambling when the temptation is great, and the casinos should take appropriate steps to help such players. We always strongly advise players to seek professional help with potential gambling addiction or when they feel they can't fully control their gambling "temptation". The casino teams should not remove any limitations the players previously requested before the designated time runs out, however, the player's personal responsibility also plays an important role in these situations. The self-exclusion tools aim to help players limit access to their casino accounts, and prevent unintentional financial losses. It is not intended for the players to exploit its potential vulnerabilities and subsequently request compensation. I will still reach out to the casino to see what can be done with your situation

We would like to invite 7BitCasino to join the conversation.

Dear 7BitCasino,

Can you please provide clarification on the situation? As the player mentioned, they have repeatedly requested disabling a loss limit in the past, and they still need to wait for the full 24-hour waiting period before the loss limit was disabled. Why was the limit disabled on October 4th prior to the full 24-hour waiting period running out?

I kindly request you to share additional information and the details of the conversation the player had with your support team between October 3rd and October 4th. This would assist us in gaining a clearer understanding of the situation. If this information can't shared publicly, please forward it to me at michal.k@casino.guru

Dear Chaa and Casino Guru Team,

Thank you for bringing this matter to our attention.

Our team understands the seriousness of this situation and is currently gathering all the necessary information related to this case for a comprehensive response. We apologize for the delay and any inconvenience this may have caused.

In addition, your understanding and patience are deeply appreciated. Please rest assured that we will get back to you and provide a detailed response as soon as possible.

Best regards,

7Bit Casino team

Thanks, if anything is needed from my end, let me know.

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.

Dear Chaa and Casino Guru Team,

Thank you for your feedback and concerns. Our team has taken this complaint very seriously and has been working on resolving it throughout this time. We truly appreciate your trust and patience.

Together with the player, we have come to an agreement to resolve this issue. Our discussions have resulted in a mutually satisfactory solution.

Considering the agreement reached, we believe that the complaint can now be closed. Thank you for your patience and cooperation. We will be happy to assist you with any further queries you may have.

Best regards,

7Bit Casino team

Thank you for your response and the correct approach in resolving this case, 7Bit Casino team.

Dear Chaa,

As we have discussed via email I'm glad a satisfactory mutual agreement for both parties has been reached. Can you please confirm if we can consider your complaint resolved?

Yes we did reach an agreement and the case can be closed. Thank you for your help and thank you 7bit casino for taking the complain seriously.

Dear Chaa,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru