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I got 25 free spins by registering. i won a lot and asked if the winnings are withdrawable. i was told yes, only if i complete the wager, I did. I have so many emails and proof instead of trying to write it all. I made a deposit of R140 because that is now the only way to get my winnings after completing the wager. Well, it was not the case, I wad told to make another deposit. I have proof from their site that states, the only withdraw you can make before having to make a deposit, is from your 25 free spins registered winnings. That is also only up to R14oo, even if you won more

Hello nellouiseniemandt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly that you are not able to withdraw your winnings because the casino requires a second deposit?

Also, could you please pick and forward only the most important communication to kristina.s@casino.guru? We have received your second complaint with all the communication attached, however, those documents are quite extensive and a lot of messages are repeated. Unfortunately, we don't have the capacity to go through all of it.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina, Yes, that is correct. They want me to make a second deposit. I will send all the documents to you. Thank you

Thank you very much nellouiseniemandt for your reply. 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 soon.

Hello nellouiseniemandt,

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

We would like to invite 7 Reels Casino to join the conversation and participate in the resolution of this complaint.

Dear 7 Reels Casino,

Can you please explain why the player has been asked to make a second deposit in order to withdraw the winnings?

Kind regards,

Adam

Hello,

We hope this message finds you well!

The initial withdrawal request of R830, placed after the first deposit, was cancelled on the 3rd of May, and a new request of R630 was placed right after. Unfortunately, because of the second request, the winnings were mistakenly identified as originating in a free bonus instead of the Sign Up bonus, and in consequence fell under a different set of rules for cashing out.

We would kindly ask you to place a new withdrawal request for the winnings in question and we will process it accordingly, without the need for a second deposit.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

7Reels

Good day

Thank you to everyone who assisted me in this matter. I will request another withdrawal and I hope to never find myself in a situation like this.

Regards

Thank you for explaining the situation, 7Reels.

Dear nellouiseniemandt,

Please keep us updated and let us know when payment has been received.

I will keep you posted. Thank you

Hi Adam. I have received my pay out and would like to thank you and everyone involved. I appreciate it so much.

To the staff of 7reels

I don't even have words, and it's not out of being grateful for my payment, I am still disgusted. Your reply about the whole situation is just so wrong.

I have all the proof and sad enough, I even had a query sent to your support team about strange amounts just disappearing out my account while I'm playing a small amount. To this day, no reply.

The time frame you give between my cancelation, by the way, I sent an email the same day to your support team, stating my bank red flags Skrill to open an acc, so I played R200, and made a withdrawal to my luno acc.

The time period before I canceled the withdrawal was already 7 days and my payment was still pending. Since my complaint it took you how long to pay me out?

I can go on and on, but it's not worth it. Keep your lame excuses and treat customers as customers, like any other proper casino.

Please close my acvoumt

Dear nellouiseniemandt,

I'm glad to hear that your payment has been received. I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.