7BitCasino - Player's winnings were capped.

Guten Tag,

ich habe von diesem Casino ein besseres Bonusangebot per E-Mail für den 4. Willkommensbonus erhalten.

Ich habe diesen gestern benutzt und aufgeladen, jedoch heute erst gespielt. Ich habe Glück gehabt und den Bonus mit 450€ RAW-cash beendet.

Ich hatte direkt meine Dokumente hochgeladen und wollte die Summe auszahlen. Jetzt hatte ich jedoch eine E-Mail erhalten, dass das Geld nicht in der Summe auszahlbar ist, sondern maximal das 10fache der Einzahlsumme, da ich angeblich einen anderen Bonus verwendet habe.

In der E-Mail, welche den Bonus beinhaltet ist aber jedoch klar zu erkennen, dass es um meinen 4. Willkommensbonus ging.

Man kann klar auf der Website des Casinos erkennen, dass Einzahlungen die mit dem Willkommensbonus zusammen hängen, eine unbegrenzte Auszahlung gewährleisten. Lediglich die Nutzung der Freespins sind mit einem maximum an 100€ auszahlbar.

Ich verstehe also hierbei überhaupt nicht, mit welchem Hintergrund das Casino mir hier 250€ gestrichen hat. Man kann ebenfalls hier auf der Plattform erkennen, dass das Casino keine Auszahlungsgrenze in den Willkommensangeboten hat.

Ich habe jetzt die 200€ zur Auszahlung beantragt, hoffe jedoch dass ich den Rest ebenfalls erhalten werde.

Ich hoffe ihr könnt mich in diesem Fall unterstützen, da ich der Meinung bin ich werde hier um 250€ betrogen.

Freundliche Grüße

Dear littlebiggie95,

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 activated the bonus by clicking on the offer you received via email? Could you please post here (or forward me) a screenshot of your bonus history?

Additionally, please forward all the relevant communication between you and the casino 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

Guten Tag Kristina,

ich hatte dem Support geschrieben gehabt, der Chatverlauf ist leider nicht mehr da.

Ich hatte gefragt gehabt, weshalb mir das Geld um 250€ gekürzt wurde.

Die Antwort war, dass ich einen angeblichen Specialbonus erhalten hätte, welcher nur die 10fache Auszahlung hat. Ich habe aber das E-Mailangebot erhalten, welcher als Beschreibung "Fourth Deposit Bonus" hatte.

Ich hatte Ihnen ebenfalls mitgeteilt, dass ich mich an euch wenden werde. Die Antwort darauf war, dass auch negative Erfahrungen mit Ihnen geteilt werden müssten, damit Sie sich verbessern.

Ich habe nicht auf das E-Mailangebot geklickt, welches ich als E-Mail erhalten habe. Ich bin in den Live-Support und habe es dort anhand von Screenshots "nachgewiesen". Sie hatten es mir dann zu meinem Account hinzugefügt.

Ich habe leider nur noch ein Bild vom Bonusangebot, welches ich ebenfalls dem Supportmitarbeiter geschickt habe. Ich hatte die E-Mail nach der Nutzung des Angebotes gelöscht. Ich hatte bisher noch keinerlei Probleme mit einem Casino der Dama-Group und noch nie gehört, dass ein Casino das "10Fache" der Einzahlung als maximum auszahlt.

Schönen Gruß

Thank you very much, littlebiggie95, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi littlebiggie95,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite 7BitCasino to the conversation to participate in the resolution of this complaint.

Dear littlebiggie95,

Thank you for your feedback.

Following a comprehensive assessment of your specific case, our team is furnishing you with additional information. In a prior communication, you shared screenshots that exhibited the offer, clearly indicating the usage of the POWER100 promo. Considering this, it is important to be aware that the fourth deposit bonus included in our Package utilizes a different code, as stated on our website.

That is why, the bonus you are referring to is not part of the Welcome Bonus Package. As a result, the terms of use of this offer do not extend to the one displayed on our site. Hence, this promo is regulated by a separate condition, such as "The maximum cash out of any bonus is x10 of the bonus amount (from cash bonuses, match bonuses, etc.) unless otherwise stated". You can see it on this link – https://7bitcasino.com/bonus-terms, or on the screenshot – https://prnt.sc/RZNtDsdfKMZh.

Regarding the conditions you mentioned unlimited maximum withdrawals, please note that this provision solely applies to bonuses included in the initial offer. Furthermore, the instructions on how to obtain it are supplied on here: https://7bitcasino.com/bonus-terms, and they are also applicable for the first four deposits. Here is a screenshot showing this information – https://prnt.sc/Tvgb9AmSWS03.

We hope that you have been provided with a thorough description of the situation. If you have any questions, please do not hesitate to contact us at support@7bitcasino.com. Our team is always here to help.

Best Regards,

7BitCasino team

Thank you 7BitCasino team for your reply. Let me ask you a question. Was the max cashout condition stated in the email you sent to the player?

Dear Peter and littlebiggie95,

Thank you for bringing this matter to our attention.

We have carefully reviewed the screenshot of the promotion that the player has submitted. It is important to note that since bonuses are associated with different promo codes, the terms of use operating them can vary accordingly. In order to address situations like these, we have established a comprehensive policy on our site which outlines the withdrawal limit for any offers outside our main package.

Moreover, we firmly believe that it is the responsibility of our players to thoroughly assess and familiarize themselves with the conditions of use before agreeing to them. The decisions and selections of our clients are of great significance to us, and we strive to maintain transparency in our communication with them. Providing comprehensive and transparent explanations of all relevant provisions is a key focus for us here at 7BitCasino.

We are here to provide any assistance you may require.

Best regards,

7BitCasino Team

Dear 7BitCasino Team,

I understand your point, however, we also understand that this may be confusing for players and strongly suggest you include and send the most significant rules like max cashout directly with the offer. Even though the bonus offer was different from the fourth deposit welcome bonus with a different set of rules, it was very easy to confuse those two bonuses. We won't penalize you for this, however, we would appreciate a gesture of goodwill for the player.

Dear Peter and littlebiggie95,

Thank you for sharing your feedback regarding our bonus offers.

We greatly appreciate your awareness of the challenges players may confront when attempting to grasp the terms and conditions associated with offers.

Our promotional emails are specifically designed to be easily readable and concise, ensuring that important information is readily accessible without the need for endless scrolling. All additional terms and conditions are available in our terms of service. We are dedicated to offering clear and concise information to our customers, aiming to prevent any confusion.

Regarding your mention of a gesture of goodwill for littlebiggie95, we genuinely value and care for our clients. It would be our pleasure to extend a customized complimentary bonus to the player in question. In order to compensate, we propose a loyalty bonus from our casino of 50 free spins with a wagering requirement of x30, a maximum bet of 5 EUR, and a maximum cashout of 100 EUR. We recommend the player to activate this bonus in the account within the next 3 days.

Your patience, cooperation, and understanding throughout this process are greatly appreciated.

Best regards,

7BitCasino Team

Thank you 7BitCasino Team for your reply and the gesture of goodwill towards the player.

Dear littlebiggie95,

Even though the result may not be exactly as you wished for, we can't penalize the casino for what happened. We perfectly understand the confusion that was caused by sending you the special offer. However, the casino applied the correct rule that was stated in the T&Cs and offered a gesture of goodwill therefore we consider the issue to be resolved.