7BitCasino - The player's winnings were voided.

My problem doesn't fit into any of your scenarios neatly so I poked buttons the best I could. I deposited $50 in Dogecoin at 7bit Casino and I won 3000 dogecoin.

Because I won that much. I also went a "level up" with Free Spins, and ALSO WON a tournament with Free Spins.

because it was taking them sooooo long to cash out my first 3000 dogecoin, I did what I always, always do and just played out my free spins. AND WON 1300 ON THOSE AS WELL.

so I canceled my initial cash out for 3000 coins and made a new cash out for a total of 4300 coins. Adding them together to make it easier to get my cash out.

Eight hours later I hadn't been paid out and so I chatted in and they reversed my actual deposit winnings of 3000 coins and left me with only 1100 coin which is less than I won on the free spins

they’re trying to claim that I went over the free spin limit (even though again, the 3000 coin was won on the $50 deposit that I made) and again,

I canceled had my 3000 withdrawal so that I could consolidate my actual DEPOSIT withdrawal with my free spins withdrawal to make it easier for them..... because they're so slow

and now they're trying to claim that I don't to get the 3000 that I won off of my actual deposit.

I was on the chat with them for three hours tonight, I explained it to them over 100 times I’ve communicated with them over 20+ emails I’ve asked for a supervisor at least 100 times between CHAT and emails and they are refusing to budge to even give me the bare minimum of what I won on the Free Spins and they’re totally just throwing out my 3000 dodge coin that I won from my actual deposit!!!!!! they owe me money I will not rest until I get it. I have all the chats I have all the emails but I’m simply going to attach the screenshots of that shows my first cash out for 3000 dodge coin and then me canceling it myself to consolidate it with my free spend money which came to 4340 dodge coin, what they are doing is not only wrong morally but it’s completely like wrong like they don’t even understand it or they’re trying to screw me out of all of my money. They’re literally trying to pay me 1100 coins for 4340 worth of coins. And just not even saying anything about the actual money I won on the deposit which was $50.

they’re lying, they’re cheating and I cannot believe it. I’ve played there forever and they’ve never pulled anything like this. I can’t even believe it. I desperately need that money to bury my cousin who just passed away and I am disabled, so I do not work. I will not rest or stop until I get my money from them I will go to every forum. I will vote on every site I will go to any authorities I can they just can’t do this to people..

Hello camanche25,

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 if your account is already verified and is yes, since when exactly? Is it possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I chatted with them probably 20 times and I’ve emailed with them at least 50 times so there’s been a lot of contact and the last would’ve been a few hours ago. They actually don’t do any account verification for anything because they’re all crypto. I have been paid out before from them with no problems but this time they took an odd situation, where I won both off my deposit and off of the free spins at the same time and chose to throw out my deposit winnings- so they’re trying to pull a fast one on me or all of their operators are such ignoramuses that they can’t differentiate (even though I have explained it to them at least 50 times with pictures ) between deposit winnings, and Free Spins weddings I had to separate cash outs. I have screenshots of every single thing. They really chose the wrong person to mess with all this because I’ll save everything I’ve got everything to prove my case..

I will be happy to submit all of that information so you can see exactly what they did to me. They are trying to claim they are bonus winnings when they are deposit winnings. All I did was put my deposit winnings in with my bonus winnings to consolidate for one pay out because they’re so slow.

They know this, but they are ignoring my deposit winnings and just trying to say I can only have my frees spins winnings. They’re essentially acting/ playing dumb so that they don’t have to pay me the full amount.

I know I’m repeating myself, but I’ve repeated myself about this so many times is starting to become a habit

I WON TWO TOURNAMENTS THAT DAY AND THEYRE TRYING TO SAY ALL I HAVE IS FREE SPINS WINNINGS 🤦🏻‍♀️😤

Hello camanche25,

I'm sorry but the screenshots provided are barely visible (some of them not at all). However, it is not possible to determine whether the casino was allowed or not to cap your winnings and would be the best to get the information directly from them.

Your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best resolving it.

Regards,

Nick

Hello camanche25,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite 7BitCasino to join the conversation.

Dear 7BitCasino,

Can you please clarify the situation? Is the player not eligible for the winnings from the deposit for some reason? If so, then what is the reason? If this information can't be shared publicly, please forward them to me at michal.k@casino.guru

Dear Сamanche25,

Thank you for sharing your feedback with us about our website. Your recent experience at 7bit Casino has prompted us to address the concerns you have raised, and we appreciate the opportunity to do so.

We sincerely apologize for any confusion or frustration you may have experienced while interacting with our support team. Your satisfaction is our top priority, and we truly regret any inconvenience this may have caused.

Our dedicated support team has undertaken a comprehensive analysis of your case. Based on our thorough examination, we have detected an error that caused the incorrect deduction of funds from your gaming balance. It was never our intention to deceive the players and take away their honestly earned winnings.

We are glad to share that we have already processed a refund for the amount that was inaccurately deducted from your gaming balance. Please verify and ensure that the amount of your winnings is already reflected in your account balance.

Best regards,

7BitCasino Team

Thank you for the response, 7BitCasino.

Dear camanche25,

As 7BitCasino responded, the deduction was done in an error, that has been fixed.

Can you please confirm that your winnings are back in your balance?

Dear camanche25,

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 reject the complaint.

it was put back on my account. Unfortunately, it was in the bonus section and LABELED AS A BONUS without any notification so I figured I had a playthru-because again, it was labeled as a bonus-so it’s lost to me anyway 🤷🏻‍♀️

Dear camanche25,

Do I understand correctly that because you have received the "refund" as a bonus you lost it while wagering it?

Dear 7BitCasino,

Can you please clarify if the wrong deduction was done by error from the bonus funds or real money funds?

Was the "refund" credited as bonus funds or real money funds?

It was just stuck in the bonus section labeled as a bonus. I don’t know if there was a playthru or not, I never looked…I played so much and so often at 7bit and there was no notification that I even got it. It was just stuck in there as a bonus so I didn’t cash it out, I started to play it, not realizing what it was😩 because nobody told me anything and it was in the bonus sections labeled as a Bonus. 🤷🏻‍♀️

Dear Camanche25,

All 7Bit casino team would like to apologize for the misunderstanding you have experienced.

Once the issue was accused, our team responded to this situation immediately in order to proceed with your refund. It is worth saying, that from a technical point of view, the only available option for returning funds was crediting them by the bonus type. Nevertheless, to avoid any inconvenience, it was named "Refund of winnings". We believe, that such a title lets to understand the origin and purpose of an offer.

Based on your words, unfortunately, you did not check the conditions of the abovementioned issuance. However, please note it had no wager requirements. This means that you were able to withdraw the funds immediately. Moreover, our Customer Care team would be more than happy to bring the clarifications in case you have asked.

With all due respect, our team did everything possible to resolve this issue. The funds have been returned to your account but, unfortunately, all of them were used for further gaming activity. Sincerely hope for your understanding.

Best regards,

7BitCasino team.

None of this would’ve happened had your team actually read my emails/chats in the first place rather than sending me a hundred form responses. Not one of them did anything to help, which is why I had to file the complaint in the first place. Now I lost like a few hundred dollars and you lost a very loyal customer.

Thank you for your response and clarification, 7BitCasino team.

Dear camanche25,

I can agree with you that the refund could have been communicated a bit better by 7BitCasino, but if you received back the full amount of $340 labeled as "Refund of Winnings," one could quite easily figure out that this is most likely the mistakenly deducted winnings. You could have double-checked this with casino support too. Another thing is, how often do you receive a bonus of $340 just like that?

It wasn’t marked….it was in the bonus section. I received no reply from anyone at 7bit except form letters and the chat was not being helpful either, I had chatted in about my coins for days up to 50 times, why would I expect them to actually help?!

And I play A LOT….and yes I receive big loyalty bonuses from from other casinos, all the time.

But I suppose they paid it, so you can close the case. I will just warn others in the future….they will not help you or give you your correct winnings until you go through all of this and then you won’t actually get it because they’ll stick it in as a bonus even when they’ve got your crypto address (which I personally think is intended for you to spend without knowing it)

thank you for your help

Dear camanche25,

I acknowledge that you may receive higher regular bonuses at other casinos, but how often did you get a bonus of $340 just like that in 7BitCasino?

Once again, I can understand your perspective that the refund process could have been communicated more effectively by 7BitCasino. Considering your past interactions with their support team, where you didn't always receive the desired responses, I can see why you didn't feel inclined to seek clarification from them at the time. However, it is still a standard procedure to reach out to support if any uncertainties arise. Nonetheless, since the casino has credited the mistakenly deducted $340 back to your account and you have subsequently played with those funds, unfortunately, there isn't much more we can do in this situation.

I recognize that your overall user experience hasn't been great. Regrettably, this incident is more of an exception, and I sincerely hope it won't happen to you again. Whether or not you choose to continue as a customer of 7BitCasino is entirely up to you, as there are numerous other casinos available to explore.

This complaint will now be closed. Can we consider your main issue to be resolved?

No, that’s a fair point. Their bonuses are very stingy. 🤷🏻‍♀️

Yes, thanks so much for your help.

Thank you for the confirmation, camanche25.

As the complainant confirmed that the issue was solved, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru