Digits7 Casino - Player's withdrawal request is denied.

I recently won a slot tournament, and with the proceeds of the winnings met the playthrough requirement and continued to play where i eventually won $6000. 

Per the terms and conditions i can withdraw the winnings of the slot tournament, then a minimum of $100 and a maximum of $1000 from the real play done with the winnings. 

As such, I should be able to withdraw a total of $1100. The entire withdraw has been denied. 

Originally their basis for denial was i utilized to many welcome package free spins before this and that made me ineligible for any withdraw. As I continued to dispute this, there reason has now changed that i didn't deposit the minimum requirement. 

I have met all aspects of the terms and conditions. As the terms and conditions clearly state a deposit must be made but no where within the document does it state that there is a minimum of $30 deposit to be eligible for slot tournaments winnings proceeds. Or does it even refer to a minimum deposit amount for any matter. 

Facts: 

02/06/24 Deposit was made for $2.00 via LTC 

02/10/24 Slot Tournament won for $100

02/10/24 Requested withdrawal for $2500

02/14/24 Withdrawal request denied

No free chips or spins were utilized between 02/06/24 and 02/10/24. 

Below is a portion of the email I sent citing the terms and conditions. 

"Per Digits7 Terms and Conditions posted on digits7.info, your basis for denial is 

Players cannot redeem multiple free bonuses consecutively. If you have redeemed one No Deposit Bonus and are subsequently offered another one, a real-money deposit needs to have been made in the interim for you to be eligible to withdraw the second No Deposit Bonus.

The Player is entitled to only one free chip in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem two free chips in a row, he/she will not be able to withdraw any winnings generated by playing on said chip.

These rules do not apply as, the winnings were not from a free chip, additionally there is a section specifically related to Freeroll Tournaments which I am in 100% compliance. 

Free Roll Tournaments

Free Roll Tournaments are Tournaments that do not require players to pay a registration fee.

Prizes won in a Free Roll Tournament are added to cash balances and may be withdrawn from the casino subject to 1X PT and 1X MCO requirements.

Any winnings from Free Roll Slot Tournaments may be used to play in real money casino games. These winnings are subject to a minimum withdrawal amount of $100 and a maximum withdrawal amount of $1,000.

Players must have at least 1 deposit between multiple free roll tournaments to be eligible to withdraw

I have fulfilled the 1x PT requirement and the 1 deposit requirement between multiple freeroll tournaments to be eligible for a withdraw. 

After a thorough review of the terms and conditions there is no mention of a minimum deposit requirement. 

As such, based upon your terms and conditions I am eligible to withdraw the winnings from the tournament as I’ve met the deposit requirement and the PT requirement in the amount of $100.00, plus the winnings used in the real money casino games subject to a minimum withdrawal of $100 and a maximum withdrawal of $1000. For a total of $1100."

I hope someone can be of assistance in matter.

Thank you. 

Dear Jnarvell,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Digits7 Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that your crypto deposit of $2 was credited to your account?

Were you notified in the cashier section about the minimum deposit?

Have you made any other deposits into the casino before?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Yes the deposit of $2 was credited to my account.

I do not believe I received any notification or that it stated there was a minimum, as it allowed me to do it. When you go to the cashier section now it states that the minimum deposit is $20 for LTC, not $30 as they are stating in the email response.

This was my first and only deposit.

Thank you for your quick reply. Could you please specify if you had to send money from your casino account to be able to enter the tournament?

No I did not. It was a free roll tournament.

Also is a copy of the email confirming the deposit.

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

Thank you.

Hello Jnarvell,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Digits7 Casino to join the conversation and participate in the resolution of this complaint.

Dear Digits7 Casino,

Can you please provide further details about the minimum deposit? How is it possible to deposit less than the minimum required amount?

Kind regards,

Adam

Hello Jnarvell,

I am yet to receive a response from the casino, but I have a couple more questions for you.

It is most likely that the casino can't enforce the minimum deposit amount in their software for cryptocurrency deposits, due to the way that cryptocurrency transactions work. This is why you have been able to deposit less than the required amount.

I would like to ask why you have chosen to deposit the amount of $2? Also, you mentioned "I do not believe I received any notification or that it stated there was a minimum". Are you certain that nothing was stated regarding a minimum deposit? Are you able to provide a screenshot of how the cashier looks?

Kind regards,

Adam

There was no specific reason for the $2. If there was a notification regarding a minimum deposit, it would have stopped me from getting the litecoin address to send the deposit to and not supplied me with it to continue the transaction. I don’t have a screen shot of it from then but when I attempted to do it just now it stops you from moving further.

Thank you for the additional information, Jnarvell.

We will try to contact the casino once more.

Dear Digits7 Casino,

Please clarify the situation from your point of view. How has the player been able to deposit less than the minimum amount? The player states that it doesn't seem possible to do so now.

Kind regards,

Adam

I would also like to add that my understanding of the meaning of "Terms & Conditions" is a document governing the contractual relationship between the provider of a service and its user, as such the Terms & Conditions state nothing about a minimum deposit amount and only state that a deposit is required.

When reviewing the Terms & Conditions it specifies specific withdrawal amounts and doesn’t leave it up to be interpreted any other way.

Maybe it’s just my opinion but regardless of what the website says in regards to deposits and withdrawals, it always falls back on the Terms & Conditions. The support staff uses the Terms & Conditions heavily anytime there is an issue they relate back to it, as such it does not state a minimum deposit.

Dear Jnarvell,

While it is not clear exactly how you have been able to make a deposit less than the minimum amount, we have still received no response from the casino.

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,

Adam