Digits7 Casino - Player is experiencing difficulties with her withdrawal.

On june 2, I made a deposit using a no playthrough bonus. I hit for 900. Which gave me $1,040. So I withdrawal the 900. Everyday I would check on it. On the 6th of June all of a sudden they denied it talking about mixed funds. When I did my deposit I guess i had a balance leftover from the no deposit bonus for signing up. But they had took the left over funds from when I had finished the playthrough. Which was over $8000. They took it down to $100. But in the rules terms it says it would go off the max withdrawal from the previous deposit which would have been 100. They didn't even give me that.

Dear deniecefridy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

According to the Terms and Conditions for no-deposit bonuses:

• Unless otherwise stated, the maximum withdrawal amount from any No Deposit Bonus is (1) time the face value of the bonus, with a minimum of ($) All free chips valued below ($)50 will come with a cash-out limit of no more than, nor less than, ($)100.
• Mixing deposits and a free bonus is not allowed, however, we are aware that this may happen. If you make a deposit while using a No Deposit Bonus (e.g. Free Chip, Free Spins offer, etc.), the wagering requirements and maximum allowed cash-out of the no-deposit bonus will still apply.

According to the Terms and Conditions for deposit bonuses:

• Unless approved by management, Players cannot redeem additional coupons or promotional offers if they have a balance or pending cash-out. Promotional offers or coupons cannot be combined. If at any time this should occur, winnings will be void.
• Redeeming Multiple Promotions: You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time. Unless otherwise indicated by the Casino, you cannot redeem additional coupons if you have a withdrawal pending or if you have an existing balance.

Could you please describe to me the process of your depositing and playing in chronological order? When exactly did you register at the casino? What no-deposit bonus have you activated? What bonus have you activated when you made a deposit? How many times have you deposited? Could you please confirm that you passed the KYC verification?

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,

Veronika

I did one no deposit bonus and completed the playthrough on that. Then I did a deposit no playthrough bonus. Hit for 900$ on the second on the 6th they denied me. I only deposited once. And yes I was verified.

Thank you very much, deniecefridy, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Thank u

Hello, deniecefridy!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Have they been known to respond?

Yes, we have received a response to one of the complaint recently from them.

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 close the complaint as "unresolved" which will decrease the casino rating. I understand this isn't a satisfactory solution to your issue. However, the change 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. Also, the casino is not licensed, so I cannot recommend you to contact any Gaming Authority. Please let me know if you need help with anything regarding the case or if casino will try to contact you (pavel.k@casino.guru). I am sorry I could not be of more help.

Best regards,

Pavel K

Casino Guru Team