7Reels Casino - Refusing to pay,not willing to even work with me

RESOLVED
posted on May 7, 2015.

I deposited money, got lucky and won about 4 thousand dollars. I submitted everything as requested, not long after I updated them with my cell phone number. Again I was told everything looked good on my end.....didn't hear anything for a few weeks. So i sent another email asking about my withdrawl status and they eventually sent me an email stating they were refunding my money and suspending my account. they came up with some lame reason.

"Hello Billie.

We would like to inform you that our system has detected inconsistencies in your account 'amoeba2315' and we have discovered behavior that violates our house rules stated in the Terms & Conditions of our site.

Your account has been suspended and your deposit will be returned to your Credit Card, please keep in mind that this process may take up to 12 business days to be completed.


We hope you will come to understand our decision in this matter and we wish you best of luck in your future endeavors.

We hope this response has adequately answered your questions. If not, please do not send another email; simply click reply on the auto reply-email you received from us and enter your comment."

I tried to call them and the guy wouldn't tell me anything useful and made it seem like I should be happy I am getting my deposit back. Which is BS since I won fair and square and submitted all the right documents. This is the first casino I have won with that is trying to get out of not paying me. And to make it worse they decide to do this without trying to contact me.

posted on May 11, 2015.

Dear AskGamblers,

Thank you for bringing this case to our attention.

Based on 7Reels’ Casino KYC systems and anti-fraud database, amoeba2315 did not pass our security filters.
Also having known negative history in regards to payments made to other vendors as well, the purchase has been entirely refunded and as a result all winnings made from that purchase have been voided.

All actions taken on amoeba2315’s account are in accordance with the 7Reels Casino T&C as follows.
2.9.1 If fraud is detected on a Member's Account, 7Reels shall block the Account and freeze the funds, and the Member shall have her/his access to 7Reels banned. No further payments shall be processed towards the Member.

Furthermore, we would like to underline the fact that a withdrawal request has never been registered on amoeba2315’s account with 7Reels Casino.

7Reels Casino is very fond of the customers’ privacy and security, key elements of our fair gaming principles.


Kind Regards,
7Reels Casino Team.

posted on May 11, 2015.

I submitted everything as required, pictures of the credit card used, my id, and a utility bill. I don't have a negative history with other vendors in fact I just received 2 checks in the mail. One from Silver Oaks Casino and the other from Lucky Creek casino, so please don't tell me I have a negative history when those are the only vendors I have dealt with and had no problems with withdrawing from them. Also with regards to your casino I was told I had to submit everything first before I could submit a withdrawl request. In which case I did. The only thing I changed on my account was the fact that I added a 2nd phone number because I was having issues with my other phone but I was told on your online chat support that that would be ok. So again their is no fraudulent activity going on and if you need me to submit more information to help verify myself I will submit more utility bills, my social security card, my birth certificate and so on... but it seems like you'd rather honor my winnings and not help me.

AskGamblers
posted on May 15, 2015.

We consider this complaint Unresolved. We didn't get any evidence from a casino management to back up their statement. We recommend to the player to seek further help with licence authority of the casino.

AskGamblers
posted on May 25, 2015.

This case has been reopened upon casino’s request and we would like to give it one last chance for a successful resolution.

AskGamblers
posted on May 29, 2015.

@7Reels Casino,
We reopen this complaint upon your request, but you didn't respond to it. Do you have any update?

posted on May 29, 2015.

Dear AskGamblers,

Thank you for giving us the opportunity to give our input.

Our privacy policy and non-disclosure agreements with 3rd party KYC systems do not allow us to disclose their identity or the merchants which have labeled amoeba2315 as risky.
7reels Casino has earned its reputation throughout the years and security is one of the key elements our fair gaming principles are based on.

We are glad to hear about amoeba2315’s repeated success on several brands in the industry however 7Reels Casino cannot accept members involved in any type of fraudulent activities.

Regards,
7Reels Casino.

posted on May 29, 2015.

I honestly don't understand why 7Reels even reopened the case when they are still being unhelpful, non-cooperative and just plain shady about all this. I'm getting tired of 7reels excuses of fraudulent activity when they can't even backup what they say nor have they even contacting me stating what this fraudulent activity is. I've stated I would provide any information to confirm my identity if needed but they have yet to try to be civil in this matter. I stated in my earlier response that I won with a few other online casinos because it was around the same time I won the money with 7Reels and yet 7Reels is the only one refusing to pay and they keep using the same vague excuse to justify it. They have yet to tell me what this fraudulent activity is. I give you full permission to explain yourself on askgamblers.com. I don't care if they are 3rd party because what's your reasons for not contacting me and explaining it either. I think you reopened the case to try to save face and have the last word not because you actually want to help me out.

If any future potential players are thinking about playing 7reels beware that if you win high amounts of money...7Reels will not pay you and will use fake and vague reasons to hide behind to justify not paying out.

posted on May 29, 2015.

Here are some quotes from your about me page.

"We believe in treating our players with the highest levels of service. 7 Reels Casino has one goal in mind, keeping our players satisfied."

"Having heavily invested ourselves in our customer support in the belief that a customer deserves to be served with the highest level of service and efficiency, we cordially invite you to come and experience 7 Reels Casino and see for yourself why we are the internet's hottest casino choice."

"It's easy to say that we're committed to our customers, but here at 7 Reels Casino we'd rather put our money where our mouth is. Every day we strive to provide the best online casino gaming experience in the industry and give you, our valued players, an unrivaled level of customer service, account security and more importantly, the most fun you can have at any online casino."

You speak about security but you also boast about your unrivaled customer service, which I haven't seen nor been given any.. I deposited money correctly, I got lucky and won in a few games and I was told that before I could do a withdrawl request that i had to submit the proper paperwork first and i did. I was even told that everything looked good. Then I don't hear anything for a few weeks and then you guys blindside me with the bogus report of fraudulent activity... Wow your customer service is totally unrivaled and top notch <_

posted on June 2, 2015.

Dear AskGamblers,

7Reels Casino has earned its reputation throughout the years and our customers can indeed vouch for this.

We do want and do assist our customers and have no intention in refusing or delaying any withdrawals however, if any fraudulent evidence is found related to a customer or to the purchases made, actions will be taken immediately. Otherwise, it would be like we are encouraging or supporting such activities.

Furthermore, the fact that we have refunded the purchase immediately and did not try to stall or use any tactics that do not represent 7Reels Casino can only reinforce our fair conduct and position when it comes to any security related matters.

We have also tried to reach amoeba2315 by phone but without any success.
We invite amoeba2315 for any inquiries that may present regarding the 7Reels Casino account status and the options he would have given the above mentioned.

Regards,
7Reels Casino Team.

posted on June 5, 2015.

It wasn't until after i posted my issue on here that 7reels even made an "attempt" to contact me. I submitted additional evidence of the credit card which I used that shows that I have never filed any chargebacks or disputes.

posted on June 9, 2015.

Dear AskGamblers,

We can confirm receiving additional evidence. We would like to thank amoeba2315 for submitting the paperwork.
The information is currently under investigation and the assessment should be finalized by the end of the week.

Regards,
7Reels Casino Team.

posted on June 12, 2015.

We're currently working with a member of the security team to resolve this. They had technical phone issues the past couple days but I'm hoping to hear from him today.

AskGamblers
posted on June 16, 2015.

Any progress?

posted on June 16, 2015.

Not yet, I haven't been able to reach the person who I was speaking with earlier last week that was helping me try to resolve this. I sent another email, so I'm hoping to hear from him tomorrow or the next day.

posted on June 20, 2015.

Dear AskGamblers,

Both amoeba2315 and 7Reels Casino reached common grounds. From our point of view the case has been resolved.

Regards,
7Reels Casino Team.

posted on June 24, 2015.

Right now I'm waiting on an email from 7Reels with the details and layout of the agreement that we both verbally agreed on. So far things are going smoothly and a member of the 7Reels security has been very helpful in getting things underway. At this point you may close my complaint as resolved in principle and I will update askgamblers as things progress over the weeks to come.