Bet7k Casino - Player’s bonus winning was capped.

I made a deposit for a bonus promotion of 300 Reais; if I deposited 30 Reais, I would satisfy an absurd rollover of 16,500 in 24 hours. This would entitle me to redeem three times the bonus value of 300 Reais. However, the casino only released 90 Reais, alleging that I would only have a bonus of 30 Reais and they did not pay me the 800 Reais that I won fairly. I do have a screenshot of the 300 Reais bonus that was credited to my account and I played with those 300 Reais.

Dear Emersonjefb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bet7K .

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the casino credited you a bonus of 30 BRL instead of 300 BRL?
• Could you please share a link or a screenshot of the bonus that was offered to you so we can review its rules? Specifically bonus match %, wagering requirements, and other significant rules.

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

Dear Emersonjefb,

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.

The promotion was as follows: I would have to deposit 30 reais to receive 300 in bonuses and I could withdraw 3x the value of the bonus, which in this case would be 900 reais. I had to complete an absurd rollover of 16 thousand in just 24 hours. I finished this rollover with 800 reais but when I went to receive it they told me that I could only withdraw 90 reais because the bonus I would have received was 30 and not 300. I withdrew the 90 reais because the time I had to finish the rollover was running out for the Casino. Don't claim you didn't pay because I didn't withdraw it in time

Could you please send me the specific promotion as it was presented to you from the casino?

Please send me a screenshot, a link, or an email with the promotional offer to my email at tomas@casino.guru

Was the offer a 100% or a 1000% match deposit bonus?

Were you aware the casino awarded the bonus amount to you in error?

Dear Emersonjefb,

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.

Thank you very much, Emersonjefb, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Emersonjefb for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bet7k Casino for their help in resolving this complaint. We would like to know why were the winnings capped and what can we do to help resolve this issue.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 might 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. In the meantime, I recommend you contact the Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter