7BitCasino - Player's winnings were confiscated.

Signed up and they gave 75 free spins got through the rollover and deposited $30 in BTC. Made a withdrawal of 0.070238 ETH and a few hours later got told they confiscated all the funds in my account. They are claiming I have multiple accounts and that is not true. I sent in all my documents to insure them they made a mistake and they just continue to disregard any attempt to resolve the this.

Dear Richhenritz,

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 chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you have passed the KYC verification? Do I understand correctly the casino confiscated your casino winnings from a welcome bonus and the deposit you made in the casino?

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,

Tomas

My friend that told me about the site was playing on his phone and I was on mine so we could have shared the WI-FI at some point. They didn’t ask me to KYC I offered it because I thought it would help so I sent in a selfie with front and back of my ID. They just copy and paste the terms and conditions and give you vague answers to your questions. I can’t believe they are so highly rated maybe I was just talking to the wrong person but service is non existent.

Yes they took everything and I asked them to refund my deposit at the very least and I will play elsewhere and he said no that wasn’t possible.

Also I don’t live with the friend that was playing on his phone I was just visiting for the night and live somewhere else.

Thanks for the clarification.

Do I understand correctly, you played exclusively when visiting a friend? Did you also open your account while visiting your friend? Was there any game activity from where you live?

I only played the one time and was at my friends house the whole time.

Thank you very much, Richhenritz, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you I appreciate your help!

Hello, Richhenritz,

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 provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Richhenritz,

Thank you for sharing your feedback with us regarding your recent experience at our casino.

After a thorough assessment of your account, we have determined that your gameplay pattern constitutes bonus abuse, which violates our terms and conditions. During our investigation, we found out that the registration bonus you received and successfully wagered was received at your IP address earlier, which resulted in your cash being confiscated. We cannot reinstate the funds as it contradicts our policies, which strictly prohibit multiple accounts. For more details on our rules and regulations, you can refer to the following link: https://7bitcasino.com/bonus-terms. Additionally, you can find a screenshot of the relevant terms here: https://prnt.sc/SZqNaBPAX1fX.

Regarding your request for a refund of your deposit, we would like to clarify that your initial deposit was made in BTC, while the withdrawal request was in ETH. Currency conversion is not possible directly in the account client, as withdrawals can only be made in one currency without adding others. You can check this information on our website - https://7bitcasino.com/terms-and-conditions, or see the screenshot below: https://prnt.sc/wkKElYAM-RVN. Nevertheless, it is also worth mentioning the fact that as per our terms and conditions, refunds for lost deposits are not provided. This policy applies specifically in your case, especially considering that your deposit was used to claim and play with the first deposit bonus, which was fully utilized.

If you require any further assistance or have any other questions, please do not hesitate to reach out to our support team at support@7bitcasino.com for any additional information.

Best regards,

7BitCasino team

I use a VPN on my phone, so is it possible that someone could have used that same server at some point? I assure you that was the first and only time I played on your site. Why would you allow me to even register and deposit if you have no intention of allowing me to withdraw?

Thank you both for your replies, and I am sorry for the delay.

Dear 7BitCasino team,

I would like to repeat part of my previous post.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

It would be highly appreciated if your claims and the casino's decision are supported with evidence.

Are you please able to provide me with the following data and information:

• Transaction history from both linked accounts where it is clear the same bonus was used, with dates and times
• All matches connecting the linked accounts (personal data, IP, device hash, etc.)
• Were the accounts in question able to complete verification?

Dear Branislav and Richhenritz,

Thank you for taking the time to share your feedback regarding your experience at our casino.

We would like to notify you that our team has conducted a comprehensive investigation into the situation of claiming duplicate bonuses. Our analysis reveals that the casino reward was received using the same IP address to which it was initially credited. Upon further examination, we discovered that a VPN service may be redirecting multiple players to the same proxy, resulting in the appearance of such a situation.

As per our policy, we are unable to disclose any specific details regarding other players' accounts. Our commitment to enforcing our policy remains unwavering. Alternatively, you can refer to the following screenshot for a quick overview: https://prnt.sc/9xclFWrRUw1Q and link: https://7bitcasino.com/privacy-policy.

Furthermore, it is important to note that the customer in question has openly admitted to using a Virtual Private Network, which is a direct violation of our rules.

Using VPN to bypass a provider’s block is strictly prohibited and may lead to confiscation of winnings, as clearly stated in our rules, accessible here: https://7bitcasino.com/terms-and-conditions or screenshot: https://prnt.sc/be57KXMXUfVf

Moreover, it is worth emphasizing that by utilizing our website, the client has agreed to abide by all its terms and conditions independently. Please refer to our rule, which states: "Before using our website, you should read these Terms and Conditions carefully. By registering a Player Account with the website, you agree and confirm your consent with the Terms and Conditions." To facilitate your access to this rule, we have included a screenshot https://prnt.sc/kJJ6MqsNZ5xC and provided a link for your convenience: https://7bitcasino.com/terms-and-conditions

Thank you once again for your attention to this matter.

Best regards,

7BitCasino team

I use a vpn for work and personal privacy not in an attempt to win $100 from your site. You seem to want to find anyway to not payout on your bonus. Do you think this is a great strategy in obtaining to customers? I liked your site and would have played more if this was handled differently. Disappointed in the service and attitude towards a legitimate customer. Not too mention I sent you all my KYC documentation to prove I was legitimate.

Thank you both for your replies.

Dear 7BitCasino team,

When I am asking about users' verification, we are not talking about sensitive information. Were they able to verify themselves? Did the casino provide them with the option to verify themselves?

Dear Richhenritz,

In which country do you reside, and what VPN do you use, please? Do you use just a different IP, but of the same country, or do you use a completely different location/IP/country to hide your actual location?

You stated that you are from the USA at casino.guru. However, according to the casino's Terms and Conditions, players from the United States are not accepted. How did you manage to register and play?

I’m from the us and my vpn is generally set to the same country. I forget I am using one most the time as it’s automatically turned on when I go on my pc

Dear Richhenritz,

Thank you for the information.

Before, you mentioned that you and your friend played on phones at his place. In other posts, you described VPN use on your PC. Allow me please to ask you a few more questions to clarify the situation.

What was the reason for, as you claimed, that you played only at your friend's house? Since it is clear that he created his account in the casino earlier than you - can you please confirm he used the same welcome bonus as you, but earlier? Did your friend complete KYC on his account?

What device and what type of internet connection did you use while playing in the casino, please?

If you played from the same household using the same internet connection and used the same bonus, how do you imagine proving that you did not play with both accounts and did not abuse the casino's bonus offer by using the same bonus more than once?

Dear Richhenritz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you, 7BitCasino team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru