The player from Brazil registered on the casino platform and played using a no-deposit bonus. After winning and trying to make a withdrawal, his request was denied based on a term indicating his region requires one deposit before redeeming a no-deposit bonus. He disputes this stating that the terms didn't originally mention Brazil but were altered after his complaint. He demands the release of his winnings.
TripleSeven.Casino - Player’s withdrawal has been blocked due to a sudden policy change.
Black points: 50
Amount: $50
TripleSeven.Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
Public
Public
10 months ago
Translation
I registered at https://tripleseven.casino through a friend's referral.
he also gave me a code to get a 20 usd no deposit bonus.
I have read all terms on the site and the bonus terms...
I used the coupon, and 20 usd was credited to my account with a requirement of 35x wagner
I played the bonus and was able to overcome the requirement to convert the bonus into a real balance in my account, which was done automatically.
afterwards, how lucky I was. I won several jackpots
and accumulated a value greater than 2900.
I requested the redemption of 2000 usd, but it was denied..
"Dear Carlos Rodrigues Santos,
Unfortunately, we had to decline your $2,000.00 USD BTC payment request.
The box staff provided the following notes:
Unfortunately, players in your region are required to make at least one deposit before they can claim a Free Token. Please see the cashier's email!
Please review these notes and let us know if you have any questions or require any assistance. You can contact us at any time and we will be happy to help. Simply reply to this email or visit any page on our website to connect with a live chat advisor citing TraceID: 4224318"
I went back to the site and reread the terms on the page
https://tripleseven.casino/terms-conditions/?platformUrlHostSet=1
it mentioned the following.
"Players from the following countries must make a cash purchase before they can claim any no deposit bonuses: Albania, Armenia, Bangladesh, Belarus, Bosnia and Herzegovina, Bulgaria, Croatia, Czech Republic, Hungary, India, Indonesia, Latvia, Lithuania, Malaysia, Philippines, Poland, Romania, Russia, Serbia, Slovakia, Slovenia, Turkey, Ukraine"
this term contains the following:
"Players from the following countries must make a cash purchase before redeeming any no deposit bonuses: Albania, Algeria, Armenia, Azerbaijan, Bangladesh, Belarus, Bosnia and Herzegovina, Brazil, Bulgaria, China, Croatia, Czech Republic, Djibouti, Egypt, Estonia, Hungary, India, Indonesia, Iran, Iraq, Kazakhstan, Latvia, Lithuania, Malaysia, Moldova, Montenegro, Myanmar, Pakistan, Philippines, Poland, Romania, Russia, Russian Federation, Serbia, Slovakia, Slovenia, South Africa, Thailand , Turkey, Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Zimbabwe"
As it is possible to see. the terms are different.. the terms of the site
I saw that the restrictions that were claimed to block my withdrawal did not mention my parents...
I contacted the chat and informed the divergence... but the chat sent me a link with the terms of another site https://tripleseven.casino
does not mention the restriction that prevents withdrawal
I was not successful in my complaint through the chat..
and minutes After my complaint... the terms of the page
https://tripleseven.casino/terms-conditions/?platformUrlHostSet=1 has changed.
Therefore..
I have illegally blocked my full account balance.
thus being requested to immediately release the amounts I won with this casino
Automatic translation:
Public
Public
10 months ago
Dear carlex22,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand the whole situation completely.
Have you made any deposits into your casino account?
Do I understand correctly that the casino changed its Terms and Conditions after you pointed out that Brazil was not among the countries required to make a cash purchase before they can claim any no-deposit bonus?
Could you please specify when exactly did you take the screenshot of the Terms with the restricted countries (without Brazil)?
When you activated the bonus code, have you received any system warning about the necessity of a cash purchase?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.
Best regards
Veronika
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10 months ago
Translation
Dear Veronica.
I express my greatest wishes of gratitude to this space, as well as its voluntary availability to solve this sad case.
Answering:
==============
I understand correctly that the casino has changed its Terms and Conditions. (...)
Could you specify when exactly did you take the screenshot of the Terms with the restricted countries (not Brazil)?
Sadly yes. Taking the blame for the mistake. Let's see:
1- On Jul 6, 2023 12:19 utc-3, I receive an email informing me of the cancellation and retention of my earnings.
2- After I replied on Jul 6, 2023 12:34 ucc-3
Please describe which term I violated... i reread all terms at https://tripleseven.casino/terms-conditions/?platformUrlHostSet=1 but I didn't find anything about it. my registration is valid. I used a valid welcome coupon. I played the bonus requirements. I won $usd 2900 legally and had my balance withheld unfairly.. waiting for immediate response, for after I take legal action.
3- Next, I look for the casino's live chat for the answer. which informs me that I have violated the terms contained in ANOTHER SITE. ( https://theonline.casino/terms-conditions/ ) highlighting:
Players from the following countries must make a cash purchase before redeeming any non-deposit bonuses: Albania, Algeria, Armenia, Azerbaijan, Bangladesh, Belarus, Bosnia and Herzegovina, Brazil , Bulgaria, China, Croatia, Czech Republic, Djibouti, Egypt, Estonia , Hungary, India, Indonesia, Iran, Iraq, Kazakhstan, Latvia, Lithuania, Malaysia, Moldova, Montenegro, Myanmar, Pakistan, Philippines, Poland, Romania, Russia, Russian Federation, Serbia, Slovakia, Slovenia, South Africa, Thailand, Turkey , Ukraine, United Arab Emirates, Uruguay, Uzbekistan, Zimbabwe"
4- So, I found an error and divergence in the terms, I saved the tripleseven website page ( https://tripleseven.casino/terms-conditions/?platformUrlHostSet=1 ) at 12:39 utc-3 and made printscren , which I sent to support via chat, which guided me to seek help by email.
5- Not to my surprise. aa 13:15 utc-3 I went back later to check the terms, and I saw that they were deleted, bringing the following information on this page.
All our terms and conditions are centralized at: https://theonline.casino/terms-conditions/
==============
Have you made any deposits to your casino account?
No, I used a free chips coupon without the need for a deposit.
When activating the bonus code, did you receive any notice from the system about the need for a cash purchase?
In no time, just the wagering requirement information, to convert the bonus and your winnings into real money.
The one to verify that these requirements were satisfactory, because the system itself released all my winnings for immediate withdrawal.
In view of these points, I received the greatest evidence of abusive practices against myself and other players. Surprisingly. at the end of the day I receive the following email from the casino.
TripleSeven • support@theonline.casino
Jul 7, 2023 02:18 utc -3
Subject: " Log back in and claim a special TripleSeven bonus "
We'd like to give you another chance to win at TripleSeven .casino. Here's to 77 spins and $7 Chip! Login to TripleSeven.casino, using your login, xxxx and redeem the code MGN2TS in the cashier section of the casino and your funds will instantly be credited to your account(..)
The bonus and bonus spin winnings must be wagered 60x on slot games only, maximum bet is $5, maximum cash out allowed is $50. A cashout is only permitted from using this coupon if no more than 2 bonuses have been redeemed prior to this code. Offer is subject to status. Terms and Conditions apply.
One of the principles of justice is that a person cannot punish another for a fact generated by his/her responsibility.
Can a company encourage players to break its rules? and then punish them?
I didn't dedicate a few minutes or fix a few moves to turn 10usd into +2900usd . This is the result of hours of play, dedication, patience and of course a bit of luck.
Would I have the same dedication on this site for fake money?
Thank you very much
Carlos Santos.
Automatic translation:
Public
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9 months ago
Thank you very much, carlex22, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.
Public
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9 months ago
Dear carlex22,
I apologize for the difficulties you have been experiencing.
There are certain restrictions that apply to free coupons that you should be aware of. For example:
When playing with any free offer redeemed prior to playing your first purchase the maximum cashout is $50. You are only permitted to cashout from one such offer across our group of casinos.
This is a common rule that states the maximum amount a casino allows to be cashed out from any free bonus is $50.
Regarding the terms and conditions, if the casino wrongly informed in the terms that you were eligible for the promotions and provided you with the bonus, you should receive the winnings. However, in this case, the amount would be $50 instead of $2900.
Public
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9 months ago
I reduced the complaint's value to $50.
I kindly request the presence of the casino representative in this matter:
Dear casino representative, could you please clarify why the terms were modified subsequent to carlex22's complaint regarding the money confiscation?
Public
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9 months ago
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.
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9 months ago
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, Matej
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