The player from Germany encountered issues with their casino account, where winnings from free spins were not reflected accurately. Despite verifiable wins of €35.12 and €34.27, only €6.81 and €20.01 were credited, respectively. Additionally, after completing wagering requirements, their balance inexplicably dropped from €219.45 to €140.01, prompting the player to seek clarification and express frustration over customer service availability. The player closed their account after being informed of a €2 limit per winning round on free spins, leading to the complaint being rejected at the player’s request.
SevenPlay Casino - Player's winnings are not credited correctly.
Closed
Our verdict
Other
Amount: €122
SevenPlay Casino
Safety Index:LowCase summary
Discussion
Public
Public
10 months ago
Translation
I deposited small amounts a few times and took advantage of the bonus free spins.
I received 50 free spins on Sugar Rush (Pragmatic Play) and a total win (verifiable via screenshot) of €35.12. However, the balance on my account showed only €6.81. After refreshing the page several times, this amount didn't change. This means that the game provider paid out €35.12, but the casino only credited €6.81 to my account.
With another deposit a little later, I received another 200 free spins (Starlight Princess, Pragmatic Play). After my balance was depleted (down to €0.01), I activated them. This time, I took a screenshot after each winning spin, which also proves that the money paid out by the gaming provider wasn't transferred 1:1 to my casino account. My final winnings from the gaming provider were €34.27, but my casino balance was only €20.01. I can also prove this with screenshots after each winning round.
I was able to increase my winnings from the €20 bonus credited to me with the provider Amusnet relatively easily. I had to play through €600. And on the 599th spin, I had a balance of €219.45, and on the 600th spin, my balance suddenly dropped to €140. I deliberately took a screenshot here to prove it.
And now I have to ask:
How can it be that the money the gaming provider pays out, and is completely visible, isn't transferred 1:1 to my casino account? This happened twice with the bonus spins.
And the other question is:
After completing the wagering requirement 30x on the €20 bonus money I won (€600), my balance drops from €219.45 to €140.01? That's a difference of €79.44! Why?
Customer service isn't available via chat, of course. I'd like an explanation for this. I play at many casinos quite often, but I've never experienced anything like this before, where there's such blatant cheating going on.
Please send me an email address where I can send the attachments? I can't upload them here because they seem too large.
Automatic translation:
Public
Public
10 months ago
Dear Expertin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward any relevant communication along with your game history in Excel format to dominika.l@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Please understand that, without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Dominika
Public
Public
10 months ago
TranslationGood day. That's been resolved. I've closed my account there; you can also delete the complaint if you wish. The casino informed me that they have a limit of two euros per winning round on free spins. For example, if I won €15 in one spin in a winning round, they would only pay me two euros of that as bonus money. I've never experienced anything like that before, no matter which casino I'm in, and believe me, I've been playing in various casinos for years. Plus, the RTP there is really bad. So you can close or delete the complaint; that's the end of it for me. The issue. I've applied for a self-review there.
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