7BitCasino - Player’s winnings have been confiscated.

I received an email (picture below) with a no deposit bonus for 50 free spins on Aloha King at 7bitcasino.com. I have played there before and have an account where I have deposited numerous times- never had a cash out. I spoke on live chat and had bonus added- along with agreed upon terms (listed in both email and live chat- see photos below ) of wager 45x and max cash out of 0.009btc.

To my luck, I actually won and played thru wager and wanted to cash out my winnings of approx 0.0084. I submitted withdrawal and about 12 hours later received an email that max cash out was 0.003 and that they confiscated additional winnings of 0.0054 (picture below of email received).

I emailed and advised of bonus terms and was given the run around and had to send the bonus email 3 different ways, with a total of 17 emails back and forth. At this point, it has been 72 hours and all I’ve gotten is this was sent to the department that will handle.

This is ridiculous and should be cut and dry as terms were laid out in email as well as with their live chat- with evidence given to support the bonus email received with listed terms AND photo of chat where live agent gave agreed upon terms.

I am hoping to get a resolution and my confiscated funds sent back to my account.

Please help to expedite as I have been given no indication of ETA or expedited help. This is such a black and white issue and should not be something that needs to be pondered over.

Dear Cspiotta,

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. 

• Do I understand correctly that you currently have 0.003BTC in your casino account?
• Have you played with any no-deposit bonuses before?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi-

I currently do not have a balance. I played with the 0.003 that they left in my account. I do not feel this should affect anything as I was entitled to the 0.0084.

I have never used a no deposit bonus before. I may have used a bonus with deposit, but never attempted to cash out.

I have received confiscated funds back to my account in the amount of 0.0054 btc. Hopefully, there will be no problems to cash out! I will keep you updated!

Thank you for your reply, Cspiotta. I am happy to hear that the casino corrected the amount of bonus winnings. Please, keep me informed about any further developments.

Dear Cspiotta,

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 lose the complaint.

Dear Cspiotta,

Since your balance was corrected I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru