7 Spins Casino - Account closed with $11750 balance due to unjustified multi-account accusations

RESOLVED
Craig Marsh Australia
posted on October 12, 2016.

Supplied all relevant documentation for my withdrawal of some money from this account. That's when the trouble began. I was told there was multiple accounts from my household. This is simply not correct. I manage to speak to someone in Security and he re open my account and said there was no problems. Upon reentry my account my balance went from $11,750 down to $86. I then received an email stating account closed due to multiple accounts. I then emailed Security asking for an opportunity to speak to them to clear the issue up. It is now been 3 days and still no response. I've done nothing wrong and feel like I was just cheated out of my good fortune and winnings. I have all relevant emails and I know that their phone calls are recorded. If AskGamblers could please look into this I would be very grateful thank you.

posted on October 13, 2016.

Hello Craig,

We are glad to inform you that the situation was the result of a miscommunication. We have confirmed with our security team that your account will be re-enabled and your funds returned to the account.

You should receive an email shortly from our security department, notifying you that the account has been restored.

Should you require anything else, we are at your full disposal 24/7 on live chat so do not hesitate to contact us.

Kind regards,
The 7Spins team

Craig Marsh Australia
posted on October 14, 2016.

Hello 7Spins team
Thankyou for your reply. I have been waiting for the email from security before my reply, but 31 hours have now passed and still no email. Could you please tell me what restrictions I have in regards to making a withdrawal and the maximum time frame for me to be able to see that withdrawal in my neteller account. I have been told by security that you have all the necessary information of mine as requested to make the withdrawal happen without any problems, can you please confirm this also. I am trying so hard to find some trust for 7Spins but so far my experience makes that very difficult. Maybe your response can help change that.I look forward to your prompt response.

Craig

Craig Marsh Australia
posted on October 16, 2016.

Hi,
I have been hoping to have heard from someone at 7Spins by now regarding the above questions. I will make my withdrawal request now and hopefully I can have some positive stuff to be able to report.

Craig

posted on October 17, 2016.

Hello Craig,

We are contacting you with good news, and that is your payout approval for $500. Your payout request has been approved today, the 17th of October, therefore, according to our Terms and Conditions, the funds should hit your account in maximum 48 hours from this point onward.

For more information regarding your account, please contact us on Live Chat or via email to [email protected] and we will be more than happy to assist you with any concern that you might have.

We are hoping that your winnings will reach you as soon as possible and we rest at your full disposal.

Kind regards,
The 7Spins team

Craig Marsh Australia
posted on October 17, 2016.

Hello 7Spins

Thankyou for the good news. $500 is a start but I was hoping to be able to retrieve my balance a little quicker.What can I do to speed up that process? The VIP system seems very much open for discrecion on your behalf. Im sure I would have played through well over $50K but I am still only entry level Bronze? What must I do exactly to climb the VIP ladder?

Craig

posted on October 17, 2016.

Hello Craig,

You are correct, the withdrawal limit is according to the activity in your account. Your withdrawal limit will be higher once the activity in your account will increase.

For the moment, you will be able to continue withdrawing weekly according to the current limit until all your winnings will reach you.

Should you need more information regarding increasing your VIP Level, please contact us by sending an email to [email protected] and one of our VIP Managers will be more than happy to coach you to the highest of the VIP Levels.

We rest at your full disposal on Live Chat or via email, and we hope that you will enjoy your winnings at the fullest.

Kind regards,
The 7Spins team

Craig Marsh Australia
posted on October 18, 2016.

Hi

I have taken your previous advice to contact live chat but even automated John who always is the person who greets you doesn't even meet and greet me. I have emailed support some 4hrs ago as an attempt to make sure that we wouldn't have any miscommunication issues. Still no response. My question is simple enough. If Bronze VIP is the bottom and therefore the lowest one can be.why was I only approved for $500 of my $5000 request? T & C s state that the limit is $1000pw withdrawal. This doesn't make any sense to me. Also while I am getting questions answered, if I put my first withdrawal request in on 6th October and it was declined ( due to "miscommunication ") and my account shut, the end result being 17th October approval would it be unreasonable to request a back payment to be authorized under these abnormal circumstances. I only ask as $500pw will take some time which is ok but I would love to play some more. I have no problem re-investing $500 into one of your casino's as a sign of good faith and in the interests of moving forward. I look forward to hearing from soon .

Craig

posted on October 18, 2016.

Hello Craig,

It is your choice if to continue playing while continuing withdrawing weekly. As replied to your email by our colleagues in the Support Department, the withdrawal limit for the first VIP Level is up to $1000, according to your activity. This is why for the moment you can only withdraw $500 per week.

From what we can see you have not played at all since your account was re-enabled. Please keep in mind that the more active you are, and the more you play, the higher the VIP level shall be and thus the payout limit shall increase. Our VIP Managers are always more than happy to help you get there, just email them and they will be in touch.

We would like to answer your inquiry with a confirmation that your payout request from the 6th was not declined due to miscommunication, but due to the fact that you did not provide us with the Neteller information, that we needed in order to be able to send you the funds.

Please refer to point 4.21 from our Terms and Conditions:
4.21 Update Payment method: 7 Spins solicits from all Members the corresponding information of their preferred withdrawal method via email to [email protected] 7 Spins shall not be held responsible in the event of a Member providing incorrect information that may result in the payout being sent to the wrong Account. For this reason, the information cannot be provided via a chat or phone.

We confirmed that the approved withdrawal funds were already on their way to you, thus proved that we go by the book, always follow the rules that are posted on our site and will absolutely never do otherwise.

For future withdrawals, that we are confident that you will make with us, please keep in mind that we are on chat 24/7 and we are always at your full disposal for any kind of question or concern that you might have.

Kind regards,
The 7Spins team

Craig Marsh Australia
posted on October 18, 2016.

Please refer ticket #N8MYT regarding accounts having my Neteller account details which I was using for the first time. I am surprised if it was the account that delayed it for 17 days. Until the 13th I didnt have an account to be able to oplay with! The 17th my withdrawal was approved and until you saw the money in the account im sure most people would be wary. Twelve or so days of not nowing anything does take its toll,although the security team certainly made me chuckle with the attached piece,obviously got a good sense of humor. So here we are today and i have certainly expressed an interest in playing and as im sure you would agree there is a reasonably fair reason that I have been unable to play for lack of confidence in the way my last two weeks at 7Spins has been. I am however a man of my word and I will now be off to play at another of your Casino's.

Craig

posted on October 18, 2016.

Hello Craig,

Please be reminded which were the issues that you addressed in your initial post to AskGamblers: your account being closed and your winnings automatically deducted, and the impossibility of withdrawing.

Throughout this thread we have answered all your concerns and resolved each of them at the best of our abilities: your account is now open, your winnings have been added back into your cash balance and you already started withdrawing according to your VIP Level.

We hope that if we have not managed to reinstate your trust, we at least convinced you to give us another opportunity in showing you that our site can be the one to make you enjoy the games and your time with us, and also help you win big time.

As always, we rest at your full disposal and we are looking forward to seeing you online.

Kind regards,
The 7Spins team

Craig Marsh Australia
posted on October 18, 2016.

I would like to take this opportunity to thank ASKGAMBLERS and 7 spins casino for working with each other and myself to come to an agreeable outcome. Get into 7 spins casino people and enjoy it has got some good games.

AskGamblers
posted on October 18, 2016.

Based on submitter's last post, AskGamblers Complaints Team considers this complaint as successfully resolved and the case is being officially closed. We are happy that an agreement has been reached and we would like to thank both parties involved into this case for their cooperation.