7BitCasino - Player's winnings have been capped.

Hey, I just wanted to share my experience with this company. I originally signed up and received a bonus of 200% and 50 free spins. Rollover with 60X I believe. After reaching the rollover, my account was taken down to the max cash out of .003 bitcoin from

I continued to play and built the balance back up to .04 bitcoin about 12 hours later, and requested a withdrawal for 40 mbtc. My withdrawal was declined and my account was again depleted down to 6 mbtc.

I signed up for the one promotion and had funds taken out of my account on two separate occasions and the second time for just an arbitrary amount of almost 600 dollars.

Im new to the online casino scene, so maybe I’ve overlooked something. But I did make a deposit, my account was nearly emptied after reaching the rollover, and was built back up with the remainder. I’m not sure how they could possibly be able to just loot an account like this. I didn’t sign up for two promotions

Dear WildED,

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. Could you please advise if your balance was reduced right after completing the wagering? Do I understand correctly that instead of withdrawing your winnings, you decide to continue playing? Are there two balances displaying bonus winnings and real money inside your casino account?

Could you please forward your game history to petronela.k@casino.guru?

Is it possible that your winnings had two different cashout limits? One for the main bonus and the other one for Free Spins?

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

Best regards,

Petronela

Thanks for getting back to me. I’ll try to be as brief as possible to not be obnoxious.

I initially deposited 1.6 mbtc for a single promo offering 120% and 100 free spins, with the free spins being automatically credited. The max cash out on those spins is listed as .005 bitcoin. The max cash out on the bonus is listed as unlimited. The terms are highlighted in the first image sent.

After approximately 6 hours of gameplay, my account hit the promotion requirement of 45X rollover. Immediately following that spin, my entire account was reduced to 3 mBtc (which isn’t even aligned with the max cash out of 5mbtc). This initial balance adjustment is highlighted and shown in image #2. So I made a deposit of 1.6 initially, and at the completion of the promotion was up to 3 mbtc. Essentially up $30 after 6 hours of playing.

i continued to play for another 6 hours or so, and got my balance built back up to 40 mBtc. I requested a withdraw at that point for the 40 mBtc and was denied, and had 33.6 of it taken away, now for a second time. Leaving me with 6 remaining.

I have had numerous conversations with these folks and have documented and taken screenshots of the whole thing. Initially, I was told my account was only debited one time. I demanded my bet history: I then found both instances, highlighted it and showed them. They acted as though I was speaking another language and totally dismissed everything I was clearly showing them, and again telling me my account was debited once. As the conversations continued, one of the reps admitted that my account was reduced to .003 at the end of the rollover because I exceeded the max winning for the promotion. I offered a hypothetical question asking if that money was mine to withdraw or play with or use how I wanted at that time, and he said yes, that money was fine to cash out or play with at that point after a promotion.

I can attach any photos you want, but again I’ll try to keep it simple. I’ve included photos of the account reduction after the rollover period, I’ve included the game history as well.

They won’t budge, they refuse to help. My complaints are that the original reduction of my account to 3 mbtc is not in one with the promotion offering a max cash out of 5 mbtc. And then obviously the 33.5 they arbitrarily decided to take as well hours later. Thanks again

im not sure I know how to include these attachments within this message structure

ok I think I figured it it. I’ll send separately to try and help you navigate it.

first, here are the promotion rules showing the max cash out of 5 mbtc, X45

Here is the exact moment that I searched and found showing the end of rollover and account being taken down to 3 mbtc for some reason

Here is the response Inreceived to a withdrawal request 6 hours after the end of the promotion saying that 33.5 mbtc were removed for exceeding the same max cash out of the one promotion I signed up for.

Lastly, several conversations where representative refuse to do anything even though they acknowledge the money was originally taken at the end of the promotion (too much was taken even the first time) and that the remainder is mine to withdraw or use however I like playing or leaving in the account at that point in the promotion.

Full game history has been emailed to you separately

I feel it’s also relevant to point out that nowhere on that bet history are 100 free spins even notated as being used at all.

I think it may be prior to this and just not shown.

But I deposited 1.4 mbtc

the promo was 120% meaning they added 1.68 mbtc

so the initial balance should have been 3.08 mbtc not including the spins.

they took my account down to 3 mbtc at the end of the promotion meaning that this promotion would literally not allow a player to win anything. My initial account balance was higher than the max allowed winnings for the entire promotion. So it’s not a promo, it’s accepting a deal and hoping you can survive for 6 hours so you still have the same amount to play with.

the first transaction listed shows my balance at 3.69 mbtc, so the difference over expectation is .61 mbtc. So the winnings not shown from my 100 free spins was just under $12.

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

Hello WildED,

I am sorry to hear about your troubles.

Unfortunately, some casinos use the expression "max cashout" as the value the player can withdraw from promotion, and these casinos are willing to cut your winning every time you ask for a withdrawal. (multiple times) We, of course, believe that this approach is unfair, and if the casino cuts your winnings, it means that bonus money was transferred to real money. Because I can't tell what exactly happened, I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Thanks for looking into it. Hopefully you have more success reaching out to them than I did. I’m certainly curious to hear why the balance was initially lowered to .003 after the promotion as opppsed to the advertised max cash out of .005.

And more importantly, why they decided to take money again from my withdrawal for the seemingly arbitrary amount of 33.5 mbtc.

Silence. Exactly as expected. I can’t blame them. Really, what is there even for them to say? They got their hand caught in the cookie jar stealing from customers without any justification. They blatantly stole 2 extra mBtc after the promotion, and then stole another 33.5 mbTc after I tried to withdraw. How could they show face on here and try and justify any of it, they would just look foolish.

I hope they are immediately removed from any sort of high ranking on this website. If any single customer under any circumstance can have their accounts pilfered without any recourse, it could happen to literally every visitor to this website. I visited this 7bit website based on the "perfect review" it has, so I hope that is amended as soon as they overlook any response for these 7 days.

Dear WildED,

We apologize for the unpleasant experience you had at our casino.

Firstly, we would like to clarify that your balance was adjusted to 0.003 BTC after you completed the bonus wagering requirement, based on the maximum win allowed by the bonus. However, when you requested a withdrawal, our financial manager applied a second correction in accordance with Rule 15 of our "General bonus terms and conditions," which can be reviewed by visiting the link: https://7bitcasino.com/bonus-terms or by referring to the screenshot at https://prnt.sc/DGgVuPzSlOKj.

We acknowledge that your second withdrawal request was mistakenly canceled and to make amends, we have credited your account with your bonus winnings of 0.005 BTC.

However, during our investigation into the matter, we discovered that you are a resident of the United States, which is a restricted country according to our "Terms and Conditions" under "Who Can Play." Please follow the link: https://7bitcasino.com/terms-and-conditions or check the screenshot https://prnt.sc/vFbtvYHDld30 to review the Terms and Conditions. Therefore, we request you log in to your account and initiate a withdrawal request, after which your account will be closed.

We apologize once again for any inconvenience caused and appreciate you bringing this matter to our attention.

Sincerely,

7BitCasino team

I am not a resident of the United States. I live in southern Canada and when I play on my mobile device, my phone frequently geolocates as North Dakota. However, I have provided documentation in previous conversation with my ID information and bank statement.

Regardless, I have messaged you via your support tab, as my account has already been suspended. The email was sent and included my bitcoin wallet address for withdrawal. Your timely attention to this matter is appreciated

FOR THE AUDIENCE FOLLOWING ALONG, ALLOW ME TO SUMMARIZE SO EVERYONE IS CLEAR HOW MANIPULTIVE AND DISHONEST THESE TERMS ARE…

My initial deposit was 1.4 mbtc

7bit matched it with 120% bonus of 1.6 mbtc

MY ACCOUNT STARTS AT 3 MBTC.

They also just throw in an additional 50 free spins, valued at 10 cents a piece.

At the end of the 40X rollover, THE MAXIMUM CASH OUT IS 3 MBTC.

Regardless of winning nothing or 50 btc during those free spins, ABSOLUTELY ZERO of that money is bankable because at the end of this promotion, my account will be taken back to this starting point of 3 mbtc, where it was before the introduction of the free spins.

Thank god, somehow I manage to survive the hours of play to reach the rollover for this promotion. Every bit of winnings and free spin money is removed from my account as I’m taken back to where I was before any of this started at 3 mbtc.

I played for an additional 6 hours, wagering thousands of dollars in spins and my balance is up to 40 mbtc. And the casino comes back, using the $12 I had won on free spins to empty my account. The free spins that were entirely unable to contribute to my promotional winnings.

They took $600 from my account. How anyone could hear this response and continue to play here is unfathomable. They have set up terms that make the promotion impossible to benefit from, and they give you resources that you cannot utilize past the promotion, solely as a tool to leverage your future account winnings. It’s unconscionable.

Casino Guru - really, give me a God damn break with this explanation.

And please don’t let the 5 mbtc refund appear to be a fair meeting ground. That is in regards to a completely different event where my withdrawal balance was affected.

They have done nothing to right the $600 that was taken from my withdrawal. They have done nothing to correct the fact that the promotion says max cash out is .005, but took my account to .003. There have been no overtures, and nothing as far as a reasonable explanation on how these terms are fair to the customer in any way.

You can’t win during the promotion, you can’t win after the promotion. It’s literally just a money grab knowing that eventually you will lose all your funds.

Followup on current status. .., my account has been suspended bc my location is close to the USA.

This entire complaint thread spurred them on to repay me 5 mbtc from another mishap at the casino on a separate occassions.

They have allowed me the access to the 5 mbtc and I requested a withdrawal. The bitcoin withdrawal time is normally instant, but it’s been a few hours now. I’ll keep everyone posted on this ordeal.

Update - I did receive withdrawal from other dispute totaling $120, and the casino was receptive and prompt sending that payment.

***THIS PAYMENT IS IN NO WAY RELATED TO THIS ORIGINAL COMPLAINT***

Casino Guru - I must implore you to remove this "perfect casino rating" for the sake of your community. There has been no explanation on why my account was reduced originally to .003 when the promotion max cash out is .005. And there had been nothing as far as how the terms of this promotion are fair to continue to manage my balance based on 50 free spins that solely serve to put the account balance further above the max cash out. It’s stupid and unfair.

I offered to meet in the middle at $300, and I was told absolutely not. They see how unfair this promotion was, but refuse to rectify the issues

This is exactly what I’ve dealt with now for weeks. Literally the rules changed within one email to fit their position to avoid admitting a mistake. I’ve highlighted in red exactly why everyone should avoid this casino. The rules change from one email to the next to make sure they can take advantage of customers and avoid any culpability for mistakes they made

.

Dear casino representative and WildED,

I have a few questions for both of you.

WildED:

1. Could you please tell me on which game you got Free spins? (from the log, it seems that the majority of your balance was built up from the bonus, which should be unlimited)
2. Why, in your profile on our website you choose as a country US?

7BitCasino representative:

1. If the player would win from play with a bonus and free spins, let's say 0.5BTC each. (0.5BTC from 100% bonus and 0.5BTC from free spins) Shouldn't the final amount be after the finishing wagering and capping the account 0.503BTC?
2. Do you have proof that WildED is a resident of the US?

i live in Lyleton which is located about 30 seconds north of the border of North Dakota. Most frequently, my phone geolocates from Minneapolis or North Dakota when I run an IP check. And if I recall, your site geolocates the device when signing up and already has a state and location selected. It’s my fault that I didn’t go in and change that section, but it was mere laziness and not thinking that there was any importance on ensuring my location was accurate for the forum.

however, the casino certainly does not have proof I live in the United States. In fact, this conversation already occurred with them and they were provided both my Canadan ID and bank statement.

casino Guru - I was never given the log with my free games listed. But I mentioned earlier that my balance prior to free games was 3mBtc. I deposited 1.4 opening the account, they did 120%, this 1.6, totaling 3mBtc. I believe the log shows 3.6 starting, so the free game total win amount was approximately .6 mbtc. And if you consider that the max cash out for the entire promotion is 3 mbtc, anything extra those spins provided was useless anyways

Can the casino please also respond to the most recent email exchange where within the time span of 1 email, the maximum cash out rules changed from .005 to .003 ?

Dear WildED,

Thank you for taking the time to provide feedback on your recent experience at our casino. We take all reviews seriously to ensure a fair and transparent gaming environment for all our players.

With regard to the concern raised about proof of residency, we would like to inform you that it is an obligation to follow strict regulations set forth by our licensing authority. The player's location is determined by their IP address, which helps us to ensure that our customers are in regions where online gaming is legal and permissible.

We would also like to clarify the terms of our bonus system. The "Welcome Bonus 120% + 100 FS" consists of a cash part and free spins, and each of them has its own specific terms and conditions. The cash bonus is added to the player's account as extra funds that they can utilize to play various games on our website.

However, as it was investigated, your winnings were only from a portion of the free spins, where the maximum withdrawal amount equaled 0.005 BTC. It is pleased to inform you that this particular amount has been returned to you. Please note that the winnings from the free spins and the cash part are separate, therefore the withdrawal of funds from each part of the promo is different.

Our intention with providing this information is to clear up any misunderstandings which may have arisen regarding our bonus system.

Sincerely,

7BitCasino team

We’re talking in circles with nonsense.

Here are the terms and conditions for your sign up promo (screenshot included)

Bonus (No Max Cashout - Rollover 40X)

Freespin (.047 BTC Max Cashout)

At the end of this rollover, my account was taken to .03 BTC. Why? What max cash out have I reached at that point? There is no max cash out for the Bonus, so obviously it must be for the free spins.

There is only one max Cashout listed for this promotion and it only has to do with free spins, and it is listed as .047. So I have to assume this is for the free spin Cashout being exceeded. Why did my account go to .03 from .19? That’s 16 mbtc that you took.

And if you took all that from my account, why did I have another 33 mbtc taken 6 hours of gameplay later?

Your casino took an arbitrary amount of money regardless when my account was taken to .03. That number is not listed anywhere as a condition. And the only maximum level that I had passed was the free spin cash out. And you took that. So what is the reason for taking a second time from my withdrawal.

I know there has been a lot said here, so I think I understand the casino position, and I want to summarize it to make it simple.

I have been told now in an email, the Promo code TOPBONUS has different terms than the standard casino terms. Standard casino terms are max Cashout from free spins at .005 BTC, unless otherwise stated.

In this case, other terms were stated as part of the promotion.. the free spin max cash out was .003 btc. That was enforced immediately following the promotion rollover.

I received an email, immediately following my withdraw request 6 hours later , and was told 33.5 btc were taken for exceeding the free spin max cash out limit of .005 BTC. So what the casino is doing is changing terms for the promotion with a lower max Cashout for free spins and enforcing those terms… and at the same time, coming back a second time and enforcing the original terms on top of that so that money can be stolen a second time.

When you say "unless otherwise stated" that means the terms are different if they are stated to be different. It doesn’t say, we are going to enforce both sets of terms at different points for the exact same thing. It’s laughable.

Imagine a real casino doing the following.  They’d be put out of business. 

Casino has a promotional game with great odds so they cap your winnings at $1000 so they don’t lose a bunch of money.  

Today they tell everybody, they are only going to allow winnings of $5 because they added a bunch of wild cards to the game.  So they really need to make sure they don’t give away free money for easy winnings.  

You play the machine and win $10,000. The casino manager comes up to you and takes $9,995 before you leave because they told you that you could only win $5 today.  

It sucks. But oh well, those were the rules today and you knew that before starting.

 After leaving you go bet on a sports parlay and win $100,000 using your casino winnings of $5.

How would you feel if that casino manager came back now a second time, and took that $100,000 in winnings and said, our normal terms for that first game you played only allow winnings of $1,000.  So, even though we already settled up with you using the revised terms we created, we are now going to use our normal terms also and going to take another $99,000 from this sports bet.  

Even though they had already enforced the new max cash out of $5 for the machine, they are coming back a second time and enforcing a max cash out for the machine that wasn’t even relevant that day.  Your sports bet winnings were completely unrelated to the winnings because they had already taken the money from your account immediately after you finished playing the first game.  

The standard 7bit free spin cash out maximum is entirely irrelevant for this promotion..  your terms even state "UNLESS OTHERWISE STATED". And you clearly stated and enforced that .003 was the max cash out on this promotion, not the standard .0047.

The original terms are completely inconsequential once you changed your terms for the TOPBONUS promo

***PLEASE REMOVE THE PERFECT CASINO RATING FOR THIS CASINO.

This nonsense has to be flagged and notated for your subscribers so they know the type of utter BS going on here

I have included original terms of promotion, as outlined by the casino.

I have included the free spin adjustment being made to meet the promotion terms limiting Cashout to .003 btc.

I have included the email announcing that an additional .033 btc was removed from a withdraw request 8 hours later for another free spin maximum cash out, and now ignoring the promotional terms and the previous enforcement of those promo terms, and now using standard casino terms overseeing free spin cash out as well to justify taking money a second time for the same single set of free spins.

I have included the most recent explanation that somehow bonus money was still tied to my account balance. The promo bonus had no max cash out, the rollover was met at 50X, the maximum bet was not broken. The free spin max cash out was already enforced. What would justify the casino to use a second set of terms that weren’t applicable to my protection, to take 33 mbtc, especially given that we are talking about a total winning from those original free spins of $12.

Even if they somehow can convince themselves that free spin money was still tied to my account, it consisted of $12 dollars of the entire account balance, which had grown upwards of $1000. And they used that to take 16 mbtc at the end of the promotion (which I understand). And then again to take 33 mbtc from my following withdrawal request.

the casino rules cited in the email even say .005 btc is the max Cashout for free spins ****unless otherwise stated*****

and the promotion stated that the max Cashout for free spins was .003 btc.

it does not say, we will use .003 max Cashout now based on promotion rules, and if you happen to win money in the future, we’ll come take your money and use our normal set of rules as well.

How is there any possible explanation that this is justified!?

I deposited 1.4 mbtc

they matched 1.6 mbtc

I STARTED AT 3 MBTC Without any free spins

I ENDED AT 3 MBTC after they enforced the free spin max winnings.

I literally did not gain a single penny to my account from the free spins.

But let’s say we ignore this as well, and pretend like I did still have the $12 free spin winnings as part of the 3 mbtc after the promotion. That means that free spin balance would be 1/5 of my total balance (3MBTC=$60) And they took 33.8 of 40 MBTC from my withdrawal.

so even in the most absurd circumstances where you ignore that they did already enforce the max free spin cash out once. And you ignore the fact that my balance started at 3 and ended at 3, and didn’t benefit from rhe feee spins one cent, how in the world would they feel those $12 somehow justify taking 33.8 of 40 MBTC from my account.

this is going on for weeks. Now they pretend they can’t understand English and they just posture as being confused. It’s just a blatant theft

Dear 7BitCasino representative.

Could you please send me a log where I can clearly see the winnings from free spins? (matej@casino.guru)

As I wrote before, it looks like the funds were mixed (winnings from free spins and winnings from a bonus)

Could you please explain the mechanics of how you can then know which money is from which bonus?

If the player would win from play with a bonus and free spins, let's say 0.5BTC each. (0.5BTC from 100% bonus and 0.5BTC from free spins) Shouldn't the final amount be after the finishing wagering and capping the account 0.503BTC?

I’ve been told by the casino via email that apparently they determined that all my deposited money and all bonus money had been lost, and the .0004 in free spin winnings was responsible for my full account balance.

this is simply another lie, and misdirection to try and justify the theft of my money. And I can prove it.

casino terms state that all deposited and bonus funds go towards the rollover of free spin winnings. (Image #1) The terms also state that once the bonus funds are lost, that bonus is automatically cancelled (Image #2).

I deposited exactly .00149505 bitcoin.

They matched 120% .00179406 bitcoin.

exact total was .00328911 before free spins.

(Image #3)

my starting balance after free spins shows exactly .003691, meaning my free spin winnings were exactly .00040189.

(Image #4)

With all wagers from bonus and deposit contributing to the free spin 45 X rollover, that part of the promotion rollover would be cleared after .01806 in wagers.

They said all my bonus money was gone and casino terms say that this causes the bonus to automatically cancel.

The only rollover needed to reach my playthrough amount would be the previously mentioned .01806.

So explain to me then, why did it take over 400 hundred additional spins to reach the end of the promotion rollover? If there was no other funds other than free spin winnings, why did I end up wagering 90 X that amount before the promotion ended?

obviously there was other bonus funds still in the account with their higher rollovers which contributed to the significant increase in playthrough required.

quit making up nonsense. There’s no justification no matter how vague you are, no matter how much you try to make the truth malleable

Casino guru - have you received any of the information requested from the casino? I have now sent four delegate requests for my bonus history without reply spanning the last week

Dear WildED,

We appreciate your feedback! Meanwhile, it is so disappointing for us to hear about your unpleasant experience at our casino.

To begin with, we would like to clarify that the bonus has two components: a cash part and free spins. The cash bonus was added to the balance immediately and considered bonus funds, while the free spins were automatically credited to the player's account. It's important to note that winnings from bonus funds and free spins cannot be combined.

Bonus funds and free spins are used separately, and when playing with cash part, real funds will be used first. You can refer to the following rule: Please note that when playing with a bonus, real money gets exhausted first. Please check it here: https://7bitcasino.com/bonus-terms or you can see a screenshot: https://prnt.sc/qdsZSwhWev67

According to the history of bonuses, unfortunately, the cash part of the bonus is not wagered, unlike winnings from free spins. As soon as the player fulfills all wagering conditions, the balance will be debited up to the maximum winnings from the bonus. Besides, when the player already makes a withdrawal request, the amount of cashout will be different.

Unfortunately, the data provided by the player requesting their bonus history does not match the information on their profile. As a result, we are unable to supply the history of bonuses to them. Please specify valid data via email support@7bitcasino.com so that we can continue processing your inquiry.

If you have any additional questions, feel free to contact our support team. It is always a pleasure for us to help you with any request.

Kindest regards,

7BitCasino team

You referenced one part of your casino rules that were never in question regarding cash being spent prior to bonus money. These terms don’t address my complaint.

but for a moment, let’s assume all these new terms you’ve created that are not listed on the casino terms are true. Let’s play along with previous claims that all the cash bonus and bonus funds were lost.

Please include where I can find the terms that explain

WHY WAS MY ACCOUNT DEBITED TWICE FOR WINNINGS FROM THE SAME FREE SPINS?

the last spin of this promotion, my account had everything removed above .003 according to promotional terms. I spoke to your casino rep who told me the money was mine and free to do with whatever I pleased. Where do the terms say that money will once again be relegated to a free spin max Cashout later down the road at a different level of .005?

and I’ve heard responses of max winnings and max cash out and max withdrawals all being something different with different terms. Where in your casino terms is any of this covered?

Regarding your first paragraph. It’s all largely irrelevant or not contested. I know there are two separate parts of the promotion. I understand cash is used up before bonus. However, it does create the question… why offer these together as one promotion? Why advertise "120% and 100 FREE SPINS" Why automatically credit the free spins together with this? You’re telling me they have different max cash out, they have different rollover requirements, the winnings cannot be combined, they have different ways that the winnings are apparent wagered. So why would you possibly cover them under one promotion together instead of two separate welcome bonuses. One of which needs to be completed before the other.

why would you offer them as one, label them as one, end them as one if every single thing about them is apparently handled differently. It only serves to hurt your customers and offers you a cloak of invisibility where you can manipulate the results. And why not clearly explain this somewhere on casino terms or promotional terms. None of the things you have said are mentioned other than "cash of account is used up prior to bonus funds"

and again, absolutely none of this is mentioned anywhere in your casino terms or promotional terms. And if you are going to create new explanations with terms that are not covered by the posted casino terms, there is no point in arguing. Because regardless, you can just create any justification you want. And again, no one should ever use your website again because the stated rules don’t make any of the specifications you are now explaining. I certainly would not have joined up for a promotion like this

Your second paragraph has no substance whatsoever. Your entire response cites one part of the rules that was no debated. I understand cash funds are depleted before bonus funds.

The third paragraph is almost laughable. It doesn’t make any sense. It introduces new casino rules that aren’t listed anywhere.

"According to the history of bonuses, the cash part of the bonus is not wagered like the winnings from free spins? "

What is the history of bonuses? Where in the casino terms does it say that cash part of a bonus and winnings from free spins will be treated differently? If they are treated differently, they should not be covered by one promotion. And if so, all of this should be explained. But the explanation doesn’t make any sense anyways

"As soon as the player fulfills all wagering conditions, the balance will be debited up to the maximum winnings from the bonus"

You have claimed multiple times that I lost all my real money and bonus funds. Your casino terms say a bonus is automatically cancelled when it bonus amount falls below .05 cents. Why did my bonus not automatically cancel at that point? Either I lost all the deposit and bonus funds and the bonus should have automatically cancelled or I did complete the playthrough. Which is it? Either way, your account management was wrong

Besides, when the player already makes a withdrawal request, the amount of cashout will be different.

I made one withdrawal request 15 hours after the promotion ended and thousands of dollars in wagers after completing the rollover. Whatever you are saying is entirely irrelevant, doesn’t address anything particular to my account and appears to be filler information citing casino terms that aren’t contested, but again, wholly irrelevant to my complaint

Dear WildED,

Could you please write an email to casino support as the casino representative suggested:

Unfortunately, the data provided by the player requesting their bonus history does not match the information on their profile. As a result, we are unable to supply the history of bonuses to them. Please specify valid data via email support@7bitcasino.com so that we can continue processing your inquiry.

Please ask the support to provide you better game log (at least the day before the incident and the day after) and a bonus history log.

Thanks

lastly, I’d like to point out something for everyone. In the entire response from the casino,

Here are the current 7bitcasino Welcome package promotional rules.

Show me exactly where it Says the things you have now posted in your response.

Bonus funds and free spins are used separately, 

winnings from bonus funds and free spins cannot be combined.

the cash part of the bonus is not wagered, unlike winnings from free spins

when the player already makes a withdrawal request, the amount of cashout will be different.

Also, please highlight where it says that winnings from free spins are subject to these terms and also subject to standard casino terms regarding different max cash out.

also, please highlight where you explain the difference of the terminology "max cash out", "max winnings", "max withdrawal"

In closing, for all the reasons listed above, I would again like to request for the return of my money taken from my withdrawal of .033 bitcoin. Money was taken two separate times, and even if all of these explanations you have provided were true, literally none of them are listed on your casino terms.

and If they do not return the money they have taken, I implore everyone on this website to take their business elsewhere. And just use this as your evidence that 7bitcasino will do anything to avoid accepting fault for anything. They are enforcing terms that don’t exist, they have created promotions that are designed in a way that only can hurt the player. They have designed intentionally ambiguous terms to apparently carry different meanings like "Max Cash Out" "Max Winnings" "Max Withdrawal" but provide no explanation of the difference.

I also implore Casino Guru to immediately lower the ranking of this casino. Look what they are willing to do to their customers. Customers who are depositing money, not bonus chasers, but actual customers who have spent their money. They are obviously in the wrong, or even the best case scenario, they are enforcing terms that are not explained anywhere and taking significant amounts of money.

I can’t continue to exert my time and energy into this. I’ll keep everyone posted about any attempts by the casino to resolve this situation. Until then, don’t fall for the trap here. Play Wild.Io, play bitstarz, play wild coins. The options are limitless and you will never encounter something like this.

Matej -

I did send a follow up email.

Please forward the reply to matej@casino.guru

Thanks.

It’s been over a week, they will not reply to any message other than saying that it has been forwarded to another department.

readibg this thread back, it has become very convoluted. My main contention is that one set of free spins was held to a max Cashout at two different points, once after the promotion at .003 and then again later at .005. This isn’t listed anywhere in the terms.

and also, they are claiming that they can tell that all my money and bonus funds were the losing wagers but the free spin money is the winning wagers. The only distinction the terms make referencing how funds will be used is that cash funds will be used before bonus. It does not state anywhere that free spin winnings aren’t considered cash, or that they are used after bonus funds. There is no distinction made, so there is no way that they can say they know which funds were used first, especially considering it is lumped together as one promotion.

Dear WildED,

I am sorry that it is taking so long. Currently, more people from our team are working on your case, and most likely, we will decide on Wednesday how to proceed. (every Wednesday, we have an internal meeting where we consult complex cases)

I just wanted to let you know that we are still working on it.

I appreciate your efforts. It’s been ten days since my request for bonus history was forwarded to the appropriate department. And of course, no response.

Ive tried being reasonable and meeting in the middle with them, and they have zero interest in making amends for this scenario. As evidenced by this dragging on several months now. Bottom line is it’s a significant amount of money taken and justified with terms that have been made up as we’ve gone along and are not mentioned anywhere within the website

last response after about ten requests for my bonus information

Dear WildED and casino representative.

I am sorry that it is taking so long - I am working here only with partial information, and it is hard to find out what happened only based on that.

However, from the log is obvious that here we have the first application of max win:

Here the balance was almost depleted. However, WildED won a significant amount.

If there were some free spins in play (or winnings from them), I would understand why the casino capped the winnings again (at the end of the log). However, I don't see any bonus flag there.

Then WildED decided to withdraw 40mBTC:

Later in the log, I can see the deposit and another bonus activation:

And finally: His withdrawal was cancelled, and again winnings were capped to 0.006

Possible explanations:

The casino capped the winnings because the second bonus was activated, and they didn't realize that 40mBTC were winnings from the previous bonus.

or

The WildED winnings were capped two times (which we believe is unfair)

Dear casino representative,

Could you please check the logs and comment on my findings?

Dear WildED, 

We are sorry that it took so long to process your issue.

However, our team can assure you that according to our casino terms and conditions, available winning from the bonus in the amount of 0.005 BTC was successfully credited to your account on March 25, 2023. For more details, you can check all the information in the transaction history document. To do this, please contact us at support@7bitcasino.com, with the following information:

- Your full name;

- Date of birth;

- The payment method you used for financial transactions in our casino;

- Reason for your request.

We hope for your coop and that our issue will be resolved.

Also, we would like to contact Matej.

We would like to inform you that the player WildED has been banned from all our platforms by the administration's decision. According to the investigation of the player`s account, we may claim that the winnings from the bonus within the maximum cashout amount (namely, 0.005 BTC) were returned to the gaming balance and paid out. Our team hopes that this information will be useful in resolving the situation.

Thank you very much for your help!

We wish you a pleasant day.

Best regards,

7BitCasino team.

Of course my account has been banned. You stole $1000 from me, and I’ve brought only to the attention of everyone.

im not going to go through the process of requesting more information. I’ve submitted all information previously and never received my bonus information as requested.

once again, you have given none of the requested information or clarified why my winnings were capped a second time.

i hope everyone sees clearly the absolute dishonesty from this casino and I would recommend never using the platform under any circumstances

Dear casino representative, we acknowledge your right to select your customers and to terminate a player's account. However, we request clarification regarding the two instances of WildED's account being capped. It is imperative that we receive a clear explanation from you in order to resolve this issue effectively. Failing to provide us with a comprehensive explanation will make it difficult for us to close this case.

Dear WildED and Matej,

Hope this message finds you well. We wanted to take a moment to express our gratitude for your valuable recommendations and insights.

Our casino's bonuses have maximum winnings and maximum cashout amounts. The maximum winnings are determined when players complete the bonus wagering, and any excess funds are subtracted. The maximum cashout amount is verified by our financial team during payout processing. If the withdrawal amount exceeds the allowed limit, it is reduced according to the rule.

The first subtraction of Mr. WildED winnings took place at the moment the bonus had been wagered. The second subtraction happened because of as the sum Mr. WildED had aimed to cash out. It appeared to be higher than the allowed one (0.005 BTC). Due to this fact, the funds exceeding the maximum cashout amount were confiscated, while the amount of 0.005 BTC was returned to the player's balance.

While we understand and appreciate the potential benefits of removing certain bonus restrictions to enhance customer conversion and loyalty. Nonetheless, informing you that, for the time being, we are required to maintain both types of limitations in order to ensure our financial security.

All bonus offers are governed by our Bonus Terms and Conditions, which can be found at https://7bitcasino.com/bonus-terms. Additionally, we also provide detailed bonus information in the footer of our emails. It is believed that by referring to these two sources, the users can access and realize the terms and conditions associated with our promotions.

We genuinely appreciate your understanding and support in this matter. Should you have any further questions or suggestions, please do not hesitate to reach out to us.

Thank you once again for your understanding.

Best regards,

7Bit Casino Team

As you can see, there has been quite a bit of terms being adjusted from when I took screenshots of the terms until now.

Regardless, still the question remains, how did you determine every bit of those winnings came from free spins? The bonus had unlimited cash out. The free spins had .0005. how did you determine that all of my winnings came from free spins?

Where in the terms does it say real money is used first, and then bonus money from the real money, and then free spin money? There is no clarification in your terms. Therefore, there is no way you could have differentiated funds after my real cash was used up

We are in contact with the casino and are discussing this complaint. Please be patient. We are working on a solution.

As we near 3 months of this nonsense, it is more clear than ever that no overtute will be made by 7bitcasino. Then clearly have enforced terms that are not stated on the website. They have given a litany of excuses, directed me to their termsany times, but never answered the question....

How did you determine all my money and bonus funds had been used up and all winnings in my account came from free spins?

Your terms clearly state, real cash will be exhausted before Bonus funds. However, there is absolutely no distinction made between Bonus funds and free spins funds and how they will be exhausted and in which order.

At the end of all this, I just think the casino rating should be lowered and a notation made that terms of casino are unfair. As to say, the casino is enforcing terms that don't exist and making them up as they go along. Hopefully every one who is paying attention sees this entire dialogue as a blueprint or why you do not want to ever give your business to this casino. No telling what they might pull on you..

Dear WildED and Matej,

Thank you for your inquiry regarding the allocation of funds in your winnings. We understand your need for clear answers and understandable explanations.

In your investigation, you mention two types of bonuses: free spins and cash bonuses. It is worth noting that these two types of bonuses have different conditions and rules that regulate their usage and withdrawal of funds. Drawing from the earlier details, our team possesses a comprehensive comprehension of the bonus being utilized by players and the corresponding winnings they accrue from it.

Once you initiate a deposit into your account, the funds transferred are regarded as your actual currency. Generally, these funds are utilized as a priority over any other available balance in your account. This information can be found at any time on our website at this link: https://7bitcasino.com/bonus-terms. Alternatively, you can see the screenshot below, which shows this rule: https://prnt.sc/2NfhNf2z2osE.

Upon receiving a bonus offer, such as a deposit promo or free spins, the funds are held in a separate account from your real balance. Generally, they are utilized once your real money has been used up.

In the event that you have been awarded free spins, any winnings obtained from them will be transformed into bonus funds. This cash may be subject to supplementary terms of use, including wagering requirements or withdrawal limits. You can review these conditions by visiting the following link: https://7bitcasino.com/bonus-terms, and for your convenience, here is a screenshot: https://prnt.sc/CkJaZgSmgWV4. This is a commonly employed practice in numerous casinos, adhering to industry standards.

Our intention was to offer you more comprehensive information and clarify any misconceptions that may have arisen.

Best regards,

7BitCasino Team

And what you have done has proved my point.

Casino Guru : Read what was just said and tell me how I am not justified in my complaint.

cash funds are used first and considered your actual currency. They are kept separately from bonus funds. So far, so good.

IN THE EVENT YOU HAVE BEEN GIVEN FREE SPINS, YOUR WINNINGS WILL BECOME BONUS FUNDS.

The winnings I had from my free spins before I did anything became bonus funds.

so my bonus funds consisted of .0004 winnings from free spins (max Cashout of .005).

AND

.00179406 bitcoin (match bonus - unlimited Cashout)

AGAIN, AFTER MY ACTUAL CASH WAS EXHAUSTED, EXPLAIN TO ME HOW YOU DETERMINED THAT THE ALL THE WINNINGS CAME FROM THE .0004 IN BONUS FUNDS THAT HAD BEEN WON FROM FREE SPINS? AND NOT FROM THE .0017 in BONUS FUNDS THAT HAD AN UNLIMITED CASH OUT????

Dear WildED.

We are discussing your complaint privately with the casino representative, please be patient I believe that we will be ready to announce the outcome soon.

okay, please keep me posted. I’ve sunk months into this because I genuinely feel I’ve been treated unfairly. I’ve tried to meet in the middle numerous times with the casino but they have been totally unresponsive and only willing to place blame on my incompetence

Dear WildED.

Unfortunately, we were unable to convince the casino that you should be paid in full.

The casino already processed and paid the winnings after the cap.

I am very sorry that we can't help you more.

We believe that you should get all the winnings, and because of that, we will close this case as unresolved.

Due to the reasons mentioned above, we have made the decision to close this complaint as unresolved.

We are of the opinion that the casino acted inappropriately by limiting WildED's winnings on two occasions.

Because of that, we no longer believe that this casino should have our fair badge.