The player from Brazil had her bonus winnings cancelled due to bonus rules violation. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
7Turtle Casino - Player’s bonus winnings have been voided.
Black points: 59
Amount: 650 R$
7Turtle Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.9
7Turtle Casino has a Safety Index of 4.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I'm a player on a few platforms and this is the first time I've had a problem. This morning, I played for the first time on this platform. I made two top-ups of 50 reais, but I accepted the top-up with a bonus, so I had to unlock 1,400 reais, which was not a problem for me. I made much more than 5 thousand to unlock and I was left with an amount of 650 reais for the withdrawal, to my surprise the withdrawal was not available. When I contacted them, the only thing they told me was that I would have to play a specific game to unlock the value. But the application does not contain any of this, otherwise I would have recharged without accepting the bonus. They don't release my withdrawal and my money is gone, as if I had played and lost everything. I want my money, because in this app I don't play anymore. In my game history it says I played until I lost, but I didn't. They are bastards and count on impunity, because almost nobody knows that this medium exists here. In the captures, there is the most recent one, showing that I made more than 8 thousand and it shows the bankroll's zero value.
Automatic translation:
Public
Public
1 year ago
Dear patriciazino,
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. Could you please specify which exact bonus you have redeemed and played? What is the exact link to the casino website, or is it just an application?
If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
Public
Public
1 year ago
Translation
Good Morning! I received reload bonus. First I loaded 50 and received 6 reais of bonus and the second time I loaded 50 more and received 25 reais of bonus. I have two apps exactly like this one and in them I can unlock my balance to withdraw in any game. In that application in question, it doesn't say anywhere that we have to play a specific game to unlock it, even because the bonus came from a top-up, and if I did a top-up, I thought I could play until the value was released. To my surprise, after spending almost 4 hours playing, the withdrawal amount was still blocked.
The link is this:
https://7turtle.com/c-67xrlwKY?lang=pt
Automatic translation:
Public
Public
1 year ago
Thank you, patriciazino, for the clarification. We will add the casino to our database.
Meanwhile, could you please forward your game history to petronela.k@casino.guru?
Public
Public
1 year ago
Translation
I want to know what rule I violated? I only have one account in this game. I made two refills of 50 reais each and they did not allow me to withdraw my amount of 650 reais. They are the ones breaking the rules. They think they can do anything and rely on impunity. I want my money. They robbed me.
Automatic translation:
Public
Public
1 year ago
Translation
They don't provide history. Possibly because they disappeared with my money and erased my history. I sent prints of the amount at the bank still at 500 reais and the two deposits made.
Automatic translation:
Public
Public
1 year ago
Thank you very much, patriciazino, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
1 year ago
Hello patriciazino,
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 7Turtle Casino to join the conversation.
Dear 7Turtle Casino,
Can you please provide more information on why the player's winnings were voided?
Public
Public
1 year ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
1 year ago
Dear patriciazino,
I have tried to contact the casino repeatedly but had no success. Live chat was not helpful at all. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
