X7 Casino - Player’s winnings were confiscated due to unwanted bonus funds.

hello this is my story and the what happened:

i began playing at this casino and deposited around 1000 dollars and i got a nice spin in the end and wanted to withdraw 1000 dollar back to my account.

i continued gambling and they updated me to a bronze member and added 25-75 usd i cant remember, i read about this upgrade in my spam mail afterwards. i had not accepted, asked for or known about these extra funds but i were lucky and wanted to make another withdrawal of 1000 dollar ( but i made a couple of loosing bets on wanted dead or a wild for 2 usd each under the period i had their bonus and due to this i breached their bonus rules )

i then deposited 100 dollar again and made a real lucky spin and won thousands of dollars and here i wanted to withdraw 1000 dollar again.

i started to get a little suspicious because everything took a long time, i had to send all my documents and under this time i were waiting i lost alot of money in the casino. after a week they sent me an email that all my money were confiscated because i made a couple of bets on wanted dead or a wild, with bonus money they added without me accepting it or wanted it and made a couple of spins on a game that were not ok to them, i didnt even win on my spins. they just ruin peoples lives and find new strategies to take any wins from you. i have already tried to contact their license holder but still no answer

Dear iheededthecall,

Thank you very much for submitting this complaint. I am sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please send me the link, email or screenshot of the bonus you received? Did you have to activate the bonus or was it added to your balance automatically?

Do I understand correctly that your winnings were confiscated because you played a game that should not be available when the bonus was active? If you received any email after your winnings were voided, please forward it to me as well. My email address is veronika.l@casino.guru.

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

Hello! The bonus were added automatically, i didnt read or accepted anything about it. Yes when i had their bonus funds on my account i made 3-4 loosing spins on Wanted Dead or a wild, these spins breached their bonus rules for the funds that they added into my account ( that i didnt even want) and due to that breach they confiscated over 3000 dollar. 1000 were won before the bonus and i won a couple thousands after when i made a new deposit, but i lost most of it, i had 3 withdrawals of 1000 each I send a screen of the mail i found in my junk mail after i got the mail that all were confiscated. Thank you in advance! Best regards Mårten

From the last screenshot you sent, it appears that you received a VIP bonus of €75. Have you noticed any change in your balance after the bonus was credited to your account? Your account balance is divided into real money and bonus money.

Did you encounter any pop-up messages or warnings when you tried to launch the game that should have been restricted for the bonus you had?

No i did absolutely not recieve any warning or got any notification that i played for any bonus money. They made the same thing at locowin ( same owner ) but that time i used bonus money when i deposited. I played at a restricted game and they took 3000 dollar from me. This time i didnt want to use any bonus because i have seen how the confiscate your money before.

Thank you very much, iheededthecall, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear iheededthecall,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the X7 Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear X7 Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Yes they took my money because i made 3 loosing bets on wanted dead or a wild by hacksaw with bonus money that they added to my account without me accepting or reading anything about it. And that way they mixed my money with their 75 usd bonus to confiscate thousands of dollar

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.

Yes maybe i can warn everybody else at least, this is one of the worst scammers out there

Dear iheededthecall,

Thank you for your messages. I wanted to let you know that I've been contacted by the casino representative outside of this thread. We are currently reviewing your case, and I will keep you updated with any developments and conclusions.

Thank you in advance for your patience.

I have not heard anything more regarding this case and just checking in to see if there is anything new from them?

Dear iheededthecall,

Thank you for reaching out and sharing your experience. We are very sorry to hear about the issues you've faced.

Firstly, we would like to clarify that X7Casino is not affiliated with the casino you mentioned. We operate independently and have no connections with the mentioned casinos.

Regarding your account and the bonuses, please note that when you registered with us, you agreed to our terms and conditions, which include detailed information about bonuses and restricted games. It is the player's responsibility to review these terms thoroughly. All our restricted games are clearly listed on our website.

About the bonuses that were added to your account, as you mentioned, we did send an email and SMS notification about the VIP upgrade and bonus funds. If there is ever any confusion or if you notice unexpected changes in your balance, our chat support team and VIP department (vip@x7casino.com) are always available to assist you.

We understand your frustration with the withdrawal process and the unfortunate situation with the restricted games. It is crucial to follow the rules associated with bonuses to avoid such complications. Nevertheless, we are committed to providing a positive gaming experience and ensuring timely withdrawals, typically within our specified timeframe unless there are delays from the player's side.

We regret that you experienced this issue, but we are confident that with a clear understanding of the rules, you will have successful winnings with us in the future. Should you have any further questions or require assistance, please do not hesitate to contact our support team.

Best regards,

X7Casino Members

Do you think that i ever would play at a site scamming me on thousands of dollars by forcing bonus money into my account again? I will be sure to make everything i can to tell everyone about the thieves you are and i really hope that you will loose as many customers as possible, the whole starscam group are a bunch of thieves this is the second time you scam me for a little larger amount of money that i guess get to much for you to pay out to a player, i think it is 5-6000 dollar now, so i will make sure to write one review / dollar il be busy here

Dear X7 Casino,

Thank you for your message. While I understand the issues raised, I must express my disagreement with your decision in this particular case for several reasons:

• Game Exclusions and Bonus Play: At Casino Guru, we believe that if any games are excluded from bonus play (for whatever reasons such as high RTP or volatility etc.), the fairest approach for a casino is to enforce these restrictions through software. This would prevent the player from even starting a game that is excluded from playing with an active bonus. A less stringent but still acceptable approach would be a pop-up warning informing the player of the game's restriction, which also did not occur in this case.
• Automatic Bonus Activation: The player was insufficiently informed about the bonus activation as it occurred automatically upon reaching a new VIP level. Although the player received an email and SMS about the bonus, this situation remains quite non-transparent since the player did not activate the bonus himself.
• Minimal Impact of Excluded Game: The player claims to have played only a few spins on the excluded game, none of which resulted in a win. Considering that the entirety of the player's balance consists of rightful winnings from non-excluded games, I'd like to ask you to reconsider your decision. This appears to be an unfortunate coincidence largely caused by the casino's systems rather than an attempt by the player to abuse the casino's system.

Given these points, I respectfully ask you to review your decision in this matter, as the player's actions do not seem to reflect any intent to exploit the system, but rather a misunderstanding exacerbated by the casino's own processes.

Thank you for your understanding and consideration.

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.

Dear iheededthecall,

Since X7 Casino did not respond to my last message, I’m left with no choice but to close this complaint as unresolved due to their failure to enforce their Terms and Conditions.

At Casino Guru, we believe you are entitled to receive your winnings. If a casino deems certain games restricted while using a bonus, it is their responsibility to implement measures that prevent players from accessing those games, whether intentionally or accidentally, as occurred in your case. Confiscating funds based on unenforced game restrictions appears to be an unfair practice that benefits the casino at the expense of players.

Additionally, I personally find the automatic activation of bonuses to be quite opaque, as it can leave players unaware of critical terms. This lack of transparency can easily lead to situations where a player unknowingly breaches the terms, giving the casino grounds to withhold winnings, which I consider an unfair advantage.

Lastly, it’s important to note that you did not gain any advantage from playing the restricted game, as no winnings were generated from that gameplay.

I am sorry we could not be of more help on this occasion. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

Best regards,

Kubo