7BitCasino - The player's winnings were voided.

On 7-24-22 I made a $25 deposit, I had been play and winning on my deposit. There were no bonuses attached to the deposit.

Around 10pm est, the casino applied a weekly Cashback bonus, on top of my bonus free playable balance.

I noticed simply because this casino doesn’t allow you to play jackpot slots with bonus funds. After I noticed I immediately reached out to the chat rep and ask that the Cashback bonus funds be removed. He told me I had the ability, but it would relinquish my entire winnings.

I almost blew a gasket. I did not authorize this bonus. It was applied automatically by the casino. The crazy piece about this complaint, is the fact that it had happened before. Previously I was able to get the issue resolved myself, in fact it ended with an apology from the casino staff and assurance that it would not happen again.

It’s now been five days, I’ve given the casino enough time to get this worked out. I simply asked for my balance to be restored to the balance immediately prior to the bonus being applied.

I would like some assistance getting this resolved. Please let me know if you need any documentation.

Hello christymanchristyman,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with 7BitCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise how much was your real balance when the bonus was added to you? Did you play any games while you had the bonus active? When exactly did this issue occur and when was the last time you contacted the casino regarding the case?

Looking forward to your answer.

Regards,

Nick

I’m not really sure of the exact balance. I’ve asked for my bet history but still have not received it. The bonus was applied by the casino while I was playing, on top of a bonus free deposit. The answer is yes, I had no idea the bonus had been added, it was such a small a small amount that I didn’t notice that it had even been applied. However when I went to cash out I noticed it.

I had told them that I simply want my account restored to the exact balance prior to the bonus being added, im not looking for any winnings after the cash back was added.

I believe my balance was around $100 at the time the weekend cash back bonus was added to my current balance. I’m guessing because I was 8% through the bonus when I went to cash out. It was at that point that I was told I could cancel the bonus myself but it would relinquish my balance. At that point I nearly blew a gasket.

here’s the part that really bothers me, I deposit 1000’s monthly, I didn’t expect this to be so difficult, the crazy piece is that casinos don’t want funds mixed, they don’t want clients to add a bonus on top of a bonus free deposit, so I’m blown away that they would mix funds. In any case it’s exactly what they did.

in fact what’s even crazier is the fact that they’ve done this before. Once they even added the weekend Cashback on top of a free spin bonus they had given me.

the other was the exact same issue I’m dealing with now. Both resulted in apology’s from the casino. The second time I had requested that absolutely not happen again, to which I received assurances that it would not.

The issue involving the free spins was around March 8th 2022 and the issue where they added it to a deposit free balance was roughly March 17th 2022.

I had gotten to a supervisor who simply removed the Cashback from the balance and I was good to go. Exactly what I was asking for here, however, I was told it could be cancelled but I would lose my balance.

the deposit was roughly $30, if for some reason my balance was $30 at the time they added the Cashback bonus, then it’s acceptable to me that they restore $30 versus $100, I just believe my balance was around $100, simply because it was roughly $200 when I tried to cash out and it said I was 8% through.

I have some emails from the March 17th issue that ended in a pleasant acceptable resolution. That resulted in me cashing out.

I had told them I don’t ever want a bonus added to my playable under any circumstances. It makes zero sense when I have a withdrawable that suddenly requires playthrough, if I wanted a bonus like that I would have chosen to have it added at the time of the deposit.

This is one of my favorite casinos, I simply want a fair resolution. I want to continue to be an ambassador for the casino, I’m just tired of getting the run around, it’s been a week now. I didn’t want to have to get anyone involved, I fully expected a pleasant resolution handled by the casino staff.

unfortunately I’m continuing to be told they will look into it, I’m told that my bet history has been sent even though it hasn’t been.

if they restore my balance I will be more than happy to remove the complaint, I’m simply asking for some assistance to reach a fair resolution.

let me know if you need anything.

at 7:58 on 7-24 I made the deposit , I was still playing and winning from my deposit when they added weekend Cashback a little after 9pm on 7-24. Weekend Cashback should not have even been offered until 7-25

Theres so much wrong with this…

Thank you christymanchristyman for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello christymanchristyman,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Please could you look at christymanchristyman's account and find a solution for him?

Dear christymanchristyman and Guru Team,

We would like to shed the light on the situation discussed here.

We'd love to start with the brief info about the Weekend Cashback bonus. The bonus is to be issued to customer's account every Monday if all the conditions are met. Such promos are not attached to the customer's deposit transactions and in case the bonus is lost, deposit will not be subtracted from the balance. More information about this promo is available in our Bonus Terms, Weekend cashback section.

Regarding this exact situation, the player had met all the requirements for receiving Weekend Cashback bonus. In this regard, the bonus has been issued to his account automatically. Nevertheless, as this bonus is not attached to player's account, his real funds did not get exhausted while playing with this bonus offer. Moreover, our support manager had informed the player that in case of Weekend Cashback cancellation, winnings from that bonus would be lost. His deposit was still on the account's balance even after the Weekend Cashback was lost.

In addition to this, the customer has stated, that he had not been provided with the bets history that he had requested before(the one which actually proves that player's real funds were not affected). However, we have sent the requested info to the player the 27th of July 2022, and we can prove that to the forum representative personally via email.

Hopefully our response will be helpful for the further progress of the complaint. If you need more information, please feel free to ask.

We hope that this complaint will be resolved as soon as possible, and sincerely wish the customer all the best.

Kindest regards,

7BitCasino team

Dear christymanchristyman,

Could you please confirm that you received the game log? (27th of July 2022)

Please send the log to my email address: matej@casino.guru

Dear christymanchristyman,

The casino representative sent me the evidence from which it is clear that you received the game log. 

The casino logic, in this case, makes sense (about cashback bonus balance), but I can check the game log just to be sure. So please send me the game log that the casino sent you.

Dear christymanchristyman,

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

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

The player can reopen this complaint anytime.