Digits7 Casino - Player's struggling to withdaw her winnings.

I got an email for a no deposit bonus. I completed the wagering requirements and ended up with $100 which is the max cash out. I submitted my documents which included front and back of drivers license, utility bill with proof of address, and a selfie holding my id. After quite a while I reached out in the chat and they told me they had my documents but now I was required to make a bitcoin deposit. I did this. And now my account still says they need documents. No one will help me. They do not have a phone number, nor do they resond to any emails. Not a single response. The people in the chat do nothing to help. They say "I sent support a memo, be patient, they will reply". They do not reply. I am not even allowed to play with the money they made me deposit because they will say "its mixing funds". So basically I just wasted money that is just sitting there that I cannot play nor withdrawal. I am so sick of being scammed by these casinos.

Dear melissa0311,

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

Before we contact the casino, could you please forward any communication (emails, chat transcripts) between you and the casino to my email at tomas@casino.guru?

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

i Did not save any of the chats u fortunately. However, the main issue is that they continue to tell me to send documents to the email address provided and that someone will reply to my email. The problem is no one will EVER reply.

Thank you very much, melissa0311, 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 melissa0311 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Digits7 Casino for their help in resolving this complaint. We would like to know why is this verification taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Dear melissa0311, I was in contact with a casino representative and this is what I learned.

You have made a $19 deposit in Bitcoin and per casino rules for verifying non-Australian players, players must make a minimum $30 deposit via Bitcoin (due to constant price changes) and contact relevant team for verifying. I was told that after such deposit you should be able to proceed with the verification process. Here's the response I got from the casino representative:

Let me know if you'll be able to proceed with the withdrawal process or if you need any further assistance.

Thank you in advance!

This is incorrect. I have deposited $35. I did contact the relevant team. I also contacted the chat who claim they left a note for the relevant team. The problem is no where in the terms and conditions does it tell you you must make a $30 deposit. It can take weeks for them to reply to an email. If they reply at all. My current casino balance is $135. $100 of which is winnings on a no deposit bonus and $35 is money that I deposited.

I went ahead and sent ANOTHER email and included every possible piece of information they could possibly need. I sent the email to all departments, support, documents, and payments.

Please note that the terms and conditions only state this -

Upon requesting a withdrawal, a verification deposit may be required, if the customer doesn't have a prior deposit.

It does not say anything about non Australian accounts having to deposit a minimum of $30, (which I have done regardless). In fact I was first told in the chat that I could not deposit because it states in the terms and conditions that would be mixing funds and is against the rules. At this point I am fine with them just taking the no deposit winnings and letting me just have a verified account in which I can withdrawal the money I deposited. Clearly they are doing everything possible to drag this out as long as possible and to avoid paying anything.

Like I said the problem is, I have sent so many emails and they have only replied to me once or twice and it took weeks. I honestly do not even care about the stupid no deposit bonus winnings anymore. I would like to play with the money I deposited, but I cannot do that until they fix this.

I finally received a response from the casino stating that my withdrawal will be denied because I mixed funds. So first they told me I must deposit $30 on top of my no deposit bonus winnings in order to get my account verified. Then when I do so, they tell me my winnings are void because now I have mixed funds! I just want my damn deposit back.

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. 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,

Peter