Lucky7even Casino - Player's winnings are confiscated due to bonus violation.

I had used a bonus and played through it. I was up to around $4800 and then put in a withdrawal request for $2500. At that point, I verified my account. Then I played out on what I had left. Today I received an email:

"Dear Laurie-Ann,

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We'd like to inform you that while checking your withdrawal request, we found out that you have exceeded the maximum bet limit while playing with an active bonus. Regretfully, this is a violation of our Bonus Terms and Conditions specified on our website. Due to this violation, we had to confiscate your winnings gained from the bonus and leave the deposit amount on your balance. We appreciate your understanding, and even with all the desire to meet halfway, we are obliged to be fair and follow the established rules.

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Should you have any questions or doubts, please do not hesitate to contact us via email or chat.

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Best regards,

Lucky7even Casino Support"

So I have played on other sites, and when the bet level was exceeded, it would not let me play. Now I can't even go back and check because it only allows 50 game transactions. Why wouldn't they have removed any extra from what I had left?

Anyway, I'm out $2500 minus my $150 deposit.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Hi,

I am currently waiting on my game history from Lucky7even. It is quite a process as it is not readily available for me to check myself. I had to request it. I'm hoping to receive it soon. I do not know for certain that I was betting anything higher during the active bonus. As I stated, the two other sites I play on remind you and will not let you if you forget and try to go higher. Once I get that info, I will respond here. Regardless of this, once this is confirmed, I'm closing my account with them. If they cannot have controls in place to facilitate play and then penalize you after, I don't want to be on their platform.

Thanks.

An update: I received the file with my game play, and I did play higher than the bet limit while in a bonus. I have played on several other platforms that reminds you when you are STILL in a bonus and will not let you go over, so I will stay on those platforms.

I have requested my account to be closed with them as they do not facilitate playing with confidence on their site.

Thank you for your response. I appreciate the time and effort you’ve taken to explain the situation. Unfortunately, while we believe that a maximum bet limit should ideally be built into the software to prevent accidental breaches, this isn’t yet a standard across the industry, and we are not in a position to penalize casinos for confiscating winnings after players place bets over the specified limit. I understand this may be disappointing, but I hope this helps clarify the situation. 

At this point, I can only recommend that you always review the Bonus T&Cs before you activate any bonus and be more careful until the wagering has been completed.

Unfortunately, due to this reason, we are unable to assist you any further, and your complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila