7BitCasino - Player's winnings confiscated over alleged duplicate accounts.

I made an account on 7Bit Casino for the first time ever. I played the no-deposit welcome bonus. I won little on the initial free spins but was able to come up from that and even made the play thru. I then won a major win of .017 btc, equivalent to ~ $727. I requested a withdrawal and after a couple hours I was notified that they "deducted" my winnings due to their system detecting "duplicate accounts." I have never played here before. Also I had just got a new phone and new internet in a new home. I asked them to provide the evidence that makes them think I have duplicate accounts but they deny me even that. They insist that I’m not following their rules but I am. It’s them not following their own rules by simply not giving me my winnings.

Dear Dirpledirtybirdy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any possibility that someone from your household or using the same IP address has also created an account at this casino? Did you provide any documents to verify your identity?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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

Best regards,

Kristina

I did have a friend over at my house. Visiting, not part of the household. He used my Wi-Fi because where I live basic phone service is poor. He actually referred me to 7bit casino.

Thank you very much, Dirpledirtybirdy, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Dirpledirtybirdy,

I'm Michal and I have taken over your complaint. I have reviewed this case and I have found this in the casino bonus T&Cs

So if you and your friend claimed the same bonus while connected to the same WiFi network, this might get flagged by the casino system as a potential use of multiple accounts.

I will contact the casino to shed more light on this matter.

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

Dear 7BitCasino,

Can you please clarify the situation and provide more information about the potential multiple accounts of the player? If this information can't be shared publicly, please forward it to me at michal.k@casino.guru

My friend had claimed the bonus almost a year ago. He comes over frequently but lives in a different city. Where I live, phone service is poor so he uses my internet. He was likely logged into 7bit on his phone but was not playing at the time. He showed me 7bit on my phone and I made an account. I’ve asked them if I’m not allowed to let my friends use my Wi-Fi and they will not give me a straight answer. I did not violate the terms and conditions as we are not living in the same household, we were not using the same computer, etc. I believe the system mistakenly flagged my account due being logged into my Wi-Fi but there is no way I’m not allowed to let my friends use my Wi-Fi. The terms and conditions do not say "one per group of friends" but that’s how the casino is treating the situation.

Also, they just sent me an email calling me "Jason." I’m thinking this "Jason" may have previously owned either my phone or phone number - as I believe my phone may be refurbished and my number recycled since it is a gov assistance phone from Airtalk wireless.

Dear Casino Guru Team and Dirpledirtybirdy,

Thank you taking the time to submit your complaint and share your experience with us. We appreciate the opportunity to clarify the situation.

To begin with, we would like to define a concept of a "duplicate account". It is the account that was used with the same IP address for logging in or is associated with the same device: cellphone, laptop, PC, etc. Using the same IP address or sharing a device is not prohibited on our platform, since we cannot forbid our players to use public Wi-Fi or share their gaming devices with each other. However, please note that having a duplicate account may lead to certain limitations on receiving bonuses and withdrawing winnings. You can find more information on the topic in our Bonus Terms & Conditions via the link: https://7bitcasino.com/bonus-terms, or on screenshot: https://prnt.sc/7rqb6ffB8LmY.

The disputed deduction arose as the player and his duplicate account received and played the same bonus. According to our Terms and Conditions: "Any returns, winnings, or bonuses which the player has gained or accrued during such time as the Duplicate Account was active shall be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account." Thus, the bonus winnings were subtracted from player's balance in accordance with our rules, which can be found by following the aforementioned links.

We hope that our explanation will be helpful to resolve the situation. If you have any questions or suggestions, feel free to reach out to our Live Support or contact us via support@7bitcasino.com.

Best regards,

7Bit Casino team

I did NOT share my device though. The only thing I can think of that led to this mistake is that I let my friend who lives over an hour away use my Wi-Fi. You just said yourself that you cannot forbid players from sharing Wi-Fi. He wasn’t even playing the casino at the time! You guys are going off the external IP address, not the actual. Thus, you are making up and adding specifics to the rules to your benefit.?

I have new evidence to share. The casino replied to one of my emails and referred to me as "Jason." I asked, "who is JASON?" Though they claim it to be a "mistake", that is a very specific mistake. Upon researching the original owner of my phone number, I found the name "Jay." I believe this is the "duplicate account" for which they are holding my winnings.

Dear Dirpledirtybirdy,

Appreciate the additional details you provided. It's important to note that we are of the opinion that the confiscation of winnings based solely on an IP match is insufficient justification.

Dear 7BitCasino,

Just the IP match should not be a reason for confiscating the winnings. There have to be more "matches" like device ID, same games played in the same pattern, same phone number, address, cookie, etc.

I propose implementing a Know Your Customer (KYC) procedure for the player, potentially including a video call to verify that they have exclusively utilized a single account. Moreover, I recommend extending the KYC process to cover any other associated accounts. If the player has successfully completed KYC and only has one account in their name, they should be deemed eligible for their winnings. Any additional accounts suspected of being duplicates could be closed temporarily, pending completion of the KYC process.

I believe this approach will not only ensure fair treatment for the player but also allow for the necessary scrutiny of potentially duplicated accounts.

Can you do that? Alternatively, if there are other justifications for your actions, please share them with me at michal.k@casino.guru

Dear Casino Guru Team and Dirpledirtybirdy,

Thank you for providing us with your feedback. First of all, we would like to apologize for the misunderstanding with the name "Jason" and confirm that it was just a mistake.

It is important to note that 7Bit Casino does not have any intent to hide any kind of information from our customers. Before creating an account on our site each player state that they agree to our Terms & Conditions. Moreover, the decision to confiscate winnings was not made solely on an IP match. The player and his duplicate account also received and played the same bonus within the same game.

According to our rules: "All customer offers are limited to one per person, family, household address, email address, telephone number, same payment account number (e.g. debit or credit card, NETeller, etc), IP, and shared computer, e.g. public library or workplace." From our side, the subtraction took place in strict accordance with our policies, which can be accessed by using the provided link: https://7bitcasino.com/bonus-terms, or on screenshot: https://prnt.sc/7rqb6ffB8LmY.

Furthermore, thank you for your recommendations on the KYC procedure. We have taken it into account and will consider this option in case it becomes necessary.

We hope for your understanding and cooperation. If you have any further questions, please feel free to reach out.

Best regards,

7Bit Casino team

Hey. What do you mean: "The player and his duplicate account also received and played the same bonus within the same game"? You guys assign the game that I played my welcome bonus on! And I don’t have a duplicate account!

Here is a screenshot of my history - on the day I claimed the bonus. The bonus which only ONE game is eligible!



Here they are acknowledging that I only have account. Yet still withholding my winnings.

Plain and simple. They are lying to you. If and when I played the same game within the same bonus. Then show me your evidence on it. It’s total nonsense. And if they say they can’t for security reasons and privacy laws. There are non here on what we’re talking about. There is neither. It is my internet. And my phone. And both are brand new with encrypted passwords. I’m telling you for sure no one has been on my internet playing there. It’s impossible. Privacy law doesn’t exist when we’re talking about my internet when I am the one saying show me. They can’t because they have nothing. The way I see it. I have the right to know if someone is hacking my connection so they can go to 7 bit and play the same bonus exact within the same game. Just at the same time I am winning. Total ba and 1000 percent highly unlikely. This kind of games they are play is what makes the entire industry look bad

also as you see above they said themselves by thier own admission that they know I have one account. They said duplicate accounts are accounts owned by different people. Basically thier saying I have one account and everyone else that ever signed up in the history of 7bit and played the no deposit bonus are duplicate accounts. Therefore I don’t get my winnings . That’s insane.

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 Dirpledirtybirdy,

I apologize for the delay in updating you on your complaint. The holiday season during Christmas and New Year contributed to the delay, but we are now back to our regular operations, as is the casino team.

I am actively engaged in discussions with the casino team, and I share your concern regarding the assumption that everyone who signed up in the history of 7Bit and played the no-deposit bonus, possibly without even realizing they were using the same IP, is considered to have duplicate accounts. This contradicts our expectations of a fair and secure gambling environment that such a good-rated casino should be offering. I'm expecting the casino team to have a rational approach to this situation.

Dear Casino Guru Team and Dirpledirtybirdy,

We hope this message finds each of you in good health and high spirits.

Addressing the concerns raised on any platform is of utmost importance to us, and our team wants to keep you informed about the ongoing resolution process. With sincerity and commitment to transparency, we have diligently provided our moderator, Michal, with a comprehensive evidence supporting the actions taken in response to the recent complaint.

Currently, we eagerly await a response from Michal via email. Rest assured, the moment any further updates are received, they will be promptly shared on this forum, ensuring that you are kept well-informed throughout the process.

Your patience and understanding in this matter are genuinely appreciated. Should you have any questions or require clarification, we encourage you to reach out.

Best regards,

7Bit Casino team

Comprehensive evidence? What happened to respecting customer privacy? You wouldn’t even share your "evidence" with ME.

Also, why only share the evidence with Michal? So nobody else can see it? There is no evidence because it’s not true. Who's to say you aren’t supplying Michal with false evidence? Just saying.

Furthermore. Seriously if this is the case. Then why are they still sending me bonuses to play with in a daily basis. So I can deposit and they can take my deposit and any winnings I may have.

Thank you for the additional information and evidence 7Bit casino team,

Dear Dirpledirtybirdy,

Just to check, have you even made a real money deposit, or is the disputed amount solely from the no-deposit free spins?

Although it is feasible to amass greater winnings through free spins, it's crucial to be aware that most no-deposit bonuses come with a maximum cash-out limit, a rule explicitly outlined in the casino's bonus terms and conditions.

Yes . I understand how that works. When I made the play through they refused the amount in my account down to the maximum cash out which I believe was 3.5 mbtc. Therefore I was then at this point playing off of my own money. I continued to play and this is where I then won the 17 mbc. The play through had been made. I mean seariously is this thier argument because I play at bitstarz. Which is owned and operated by the same company and I have never had a no deposit bonus or free spins win confiscated after winning more after making the play through. And we’re talking winning thousands of dollars after making play through. But then again I have deposited thousands and thousands of dollars into my bitstarz account. Besides what does any of this have to do with thier argument. If this was the case they would have sent an email explaining this and paid me the amount thier saying I can only cash and sent me the funds. They did neither of those. I was sent nothing and I was told I get nothing. Misunderstanding max cash out is not a duplicate account. So this is really of the subject.

Thank you for your response, Dirpledirtybirdy. I'm still discussing your case with the casino team. I will provide an update once there is any development.

Dear Casino Guru Team and Dirpledirtybirdy,

We are writing to share the latest developments regarding the ongoing discussion about the case in question. After a constructive dialogue with Michal, significant progress has been made towards resolving the matter.

Our team has taken steps to address the concerns raised, demonstrating a commitment to transparency and fair play. While our actions were in accordance with our Terms and Conditions, we have thoroughly considered all perspectives. As a testament to our loyalty to our players, we have decided to make an exception in this instance, underscoring our dedication to fair and compassionate resolution. As part of this commitment, a request for the player's crypto wallet address has been issued. This action is crucial to facilitate the refund process, ensuring that the player receives the funds in question.

Appreciation is extended for the patience and understanding exhibited by all parties involved during this period. The goal is to ensure a resolution that is both satisfactory and in line with the principles of fairness that guide our operations.

Updates will be provided as the situation progresses, keeping the community informed every step of the way.

Best regards,

7Bit Casino team

So I received an email from 7 bit casino today. Stating they would refund the funds. Not really sure what that means. But also they told me I would have to write that I take full responsibility for the crypto wallet I give them. This is really odd thing for them to ask me to do. Since anyone that even gets a crypto wallet already knows they take full responsibility for their wallet. I sent them the address and advised them to make a deposit with bitcoin being this was a bitcoin wallet. That was almost three hours ago. Usually they respond to emails in less than 30 min . But have gotten no respite as of yet Nor have I received a deposit to my wallet as of yet. Furthermore my account has now been disabled when it was not disabled before. So this entire deal is pretty strange. So we will see what happens and hope for the best. Thank you and screenshots are attached.

Thank you for your response and reconsideration of your initial decision, 7Bit Casino team.

Dear Dirpledirtybirdy,

As you probably know by now, I'm glad I was able to find a suitable consensus with the casino team on how your situation will be handled. To give you a little bit of insight. Strictly technically speaking, the casino team first acted in accordance with their terms and conditions, because the rule mentioned by the casino team earlier is indeed listed there. However, after gathering all the necessary information not only from you but also after reviewing the evidence from the casino as well, the fact that there was an IP match doesn't showcase any unfair advantage you could possibly obtain. I'm glad that the casino team was able to show a rational approach to the situation, and if I understand it correctly, "refund the funds" should be to pay you your winnings that were first confiscated. Your casino account is suspended for now, most likely until you receive the funds. Once there are no funds in your account, the casino team can decide if they will reinstate your casino account or not. This is solely up to the casino team, but the most important thing is that you will receive your funds.

Please let me know once you receive them

Ok. Will do. Thank u Michal

Michal, they paid my winnings in full! I want to thank you for helping resolve this. I appreciate you and Casino Guru. I appreciate 7Bit for being a fair gaming platform and restoring my faith in the online casino industry.

Great news, Dirpledirtybirdy. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close 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