7BitCasino - Player's tournament winnings are not paid.

I had played in a tournament or what is called a race on their site..After playing awhile I seen on my account that I was ranked 15th..After going throughly over the rules I decided it was worth continuing to try and secure a decent finish..At the end of the contest I was ranked 17th but never received my funds..I then contacted them and was told that only the top 5 finishes were paid.They included 2 screenshots in the email,1 was of the listed payouts in the rules and the other was just showing 1st$500 2nd$300 3rd$200 4th$100 and 5th$50..I never seen that anywhere on the site and now the email says that the screenshot was removed from my email..I replied that the 1st screenshot they sent me actually shows what was on the site..20,000 total prize fund and 515 cash prizes..I have screenshots and emails where I was told that it was passed on to another department and would take some time..I somewhat feel like I’m being somewhat brushed along..The minimum bet to be in the contest was .50 a spin which adds up after awhile and if I wouldn’t have went over the rules throughly and thought I was going to get some back I may have not played as long on those games..Thw contest was called cash blizzard and 1spin4win was the game provider..I have screenshots and all the emails if they are needed..

Hello sammy2296,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7BitCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please clarify in which exact tournament did you play? Is there any proof of your ladder position in that tournament? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Yes I have been a player for around a year and the tournament was Santa’s cash blizzard..As for the position I have a couple screenshots..I have never had any issues with them and as far as I know they are looking into it..They have always answered emails but it’s just been with it will take some time..That’s what I don’t understand being I see it as cut and dry and the rules were stated and I played accordingly betting the .required.50 a spin..If you add the listed prize fund it comes to 20,000 exactly and what was paid out was only a 1,000..

Thank you sammy2296 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, sammy2296,

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 check the player's claims with the casino's responsible department(s) and let us know what are the results of the investigation?

Or, is there any other condition that was not met or that was breached?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Thanks for the response,I do want to say that when I took that screenshot the tournament was still going and I believe I was told that I finished 17th officially..I will check to see where I was told that or if it says that on my profile page..Thanks again I just want to be completely transparent with everything..Also I did message again and I was told that it will take some time again..Again just want to be completely transparent

I also want to include that other than this situation I have absolutely nothing against 7bit and believe they are the best online slots of any I have found..Always helpful and the best bonuses I have seen..

Alright, I understand. Thank you for the clarification, sammy2296.

I edited my previous post and removed the part about a place and prize.

So, let's wait for the casino's response and updates.

I again reached to 7bit with an email (always polite) and was sent this email in return..This is the most ridiculous excuse I’ve ever heard of concerning any type of tournament..I guess if I would have been randomly chosen as a cash winner in the tournament,I would have received my winnings during the spins I was playing..Not sure how that works if he tournament still had over 10 hours to go..😂 but I guess their prize listings of what 1st,second,third and so on and so on mean nothing..I don’t know if that would be considered a tournament or just a giveaway…My awesome VIP offer I got was get this😂 Deposit $80 and receive 33 VIP spins of my choice..😂😂I obviously turned that down..Unless something changes I’ll never play there again and spread the word about how I was treated..Not that it matters but I am also a level 5 player,so if I’m treated like this than anyone new is really gonna get treated poorly..

Here are screenshots of last emails and my level..Sorry if I sent duplicate pics as I am fuming mad right now..I read every rule over and over to make sure I knew everything that was stated,I lost probably another $100 or $200 trying to stay in a higher paying position,my thought process was even if I lost I was still in a position to get back at least $200 and maybe more..I would not of continued to play those particular games if this tournament was saying what it was..But the excuses I got were beyond ridiculous and nowhere I n the rules on 7bit or the game maker was anything this guy said back to me in that email..

I don’t see any banner where the game maker shows the mechinics of how they pay out randomly in a tournament rather than paying out the prize fund as they had listed…I guess why pay out 1st. 2nd and 3rd I don’t know maybe even 4th and 5th instead we will payout to just any random person we feel like..This can not be real right now..Do they not know the difference in how a tournament is paid out and that of a random giveaway..

Dear sammy2296 and Casino Guru team,

Thank you for reaching out to us regarding your participation in the Santa's Cash Blizzard tournament. We understand your concerns about the prize distribution and want to provide clarity on the tournament's structure and rules.

The Santa's Cash Blizzard tournament sammy2296 participated in was a drop tournament. In this type of tournament, winnings are distributed randomly to players as they engage in the slots. The prizes are not necessarily awarded based on the final ranking but are randomly allocated to players during their gameplay. This means that while players can see their rank during the tournament, these rankings are not directly tied to the distribution of prizes.

If sammy2296 did not receive any winnings after thoroughly playing in the tournament, it indicates that, unfortunately, he did not claim any random prize drops. The disappointment of not receiving a prize after your dedicated participation and investment in the tournament is completely understandable, however, due to the nature of a drop tournaments, winning is a matter of random chance and luck.

Your feedback is invaluable, and we are continuously working to make our tournament rules and structures clearer to our players. If there is anything else you would like to discuss, or if you have any more questions, please do not hesitate to contact us.

Best regards,

7Bit Casino team

You guys are something else…Every post I’ve shown is the exact rules and when it seems like you are willing to accept your mistake then something is comes up..If you can show me on your listing of rules and payouts where it says anything like this then I will concede but I have the rules and they state that prizes are paid according to your finish..I’ve posted the listed rules and the listed prize funds…I do find it interesting that it took you over 2 weeks to even come up with this somewhat lame excuse..😂😂 It will be interesting what you come up with next..

In case they forgot what was listed on the 7bit site and where it states that prizes aren’t paid based on finish..It actually states that it DOES pay based on your finish..

Dear sammy2296,

Thank you for the additional information.

Provided that the terms and conditions for the tournament in question were the same in 7Bit Casino (it looks like those terms are from another casino), the wording is a bit different.

Dear 7Bit Casino Team,

Thank you for your explanation.

Can you please provide us with the complete terms and conditions for the tournament in question or confirm that they were the same as the rules in the player's last post (screenshot)?

What is the purpose of showing players their place in the tournament if they do not receive any prize for that, especially if they place within the places that, according to a bit misleading rules, should be paid?

Can you explain in more detail what exactly the last 2 points of the tournament terms in the user's last post (screenshot) mean?

A casino representative also informed the player about a banner from the provider with additional information.

Is it possible to share the banner with us? Where was it available? Was it fully available to all players during the tournament? What does the banner say, please?

If it suits you better, feel free to send the details to my email (branislav.b@casino.guru).

I did realize that the terms I posted was from another casino after I posted it..I had so many screenshots and didn’t realize until after the fact..I couldn’t find 7bit rules since they were removed but I do have the screenshots from the original email where the rep had sent me and they show most of the rules just not the entire listing..I’m sure 7bit has access to the original tournament listing they had..Im not against them showing you the listing of the rules in it’s entirety..At least show me where I missed all these new rules..

These were the first 2 screenshots I received from them with the rules they had posted..

After the email making it seem like they would fix it,I was offered an $80 deposit and receive 33 free spins as a consolation..Honestly you can get better bonuses than that just on daily deposits

Dear sammy2296 and Casino Guru team,

We appreciate your feedback and want to address the concerns you raised regarding the recent Cash Blizzard tournament on our platform.

In response to the inquiry from forum moderator, we have provided Branislav the complete Terms and Conditions for the Cash Blizzard tournament, which are typically for internal use only. This step was taken to ensure full transparency and clarity regarding the tournament's structure and rules.

After careful investigation, we acknowledge that there was indeed a technical glitch that affected the display of tournament rankings on some users' accounts. We apologize for any confusion or inconvenience this may have caused. The Cash Blizzard tournament, in reality, operated on a Drop and Win format, where prizes are awarded to players in real-time during slot gameplay. 

We understand the frustration that may arise when discrepancies occur, and we want to assure you that we take these matters seriously. We have identified the issue and are actively working to prevent similar occurrences in the future.

To express our sincere apologies for any inconvenience you experienced, we would like to offer you a goodwill bonus of €100. This bonus comes with no wagering requirements and can be used to explore our games or withdraw as you see fit. We value your loyalty as a player, and this is a gesture of goodwill to make amends for any confusion caused.

Please be assured that we are committed to providing a transparent and enjoyable gaming experience for our users. If you have any further questions or concerns, feel free to reach out to our customer support team.

Once again, we apologize for any inconvenience, and we appreciate your understanding.

Best regards,

7Bit Casino tеam

At this point I would accept the offer and I appreciate that 7bit continued to work on it..

Thank you both for your replies and emails with additional information and details.

Now, before any further proceeding, I have one important question for you, sammy2296.

Based on your acceptance of the goodwill bonus of €100 offered above by the casino - can I consider the matter resolved to your satisfaction once this bonus is credited to your casino account?

Dear sammy2296,

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.

Yes, you can consider it resolved. Thank you for the help.

Thank you, sammy2296, for confirmation and for using the Casino Guru complaint resolution centre. I will now mark your complaint as 'resolved' in our system. 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 tеam, for your help and cooperation.

Best regards,

Branislav, Casino.guru