Complaint #61 7 Spins Casino

Confiscated over 18000 AUD in winnings with no bonus active

By Jodi

5 years ago

I went to log in to my account at 7 spins casino to see why my payment was late (they take a week at least to make each payment) on a big win I'd had but the account was blocked. I emailed support and asked what was happening with the payment and account and 4 days later they sent me an email saying they were confiscating my winnings!

Although I did often use the bonuses that they have on their site I was not using a bonus when I had the win and they had partially paid it out over the previous weeks but have now decided not to pay the remainder?
The amount the owe is $18,002AUD, I don't know what proof I can submit since my account is closed? I have included their email in full below but if you need anything further from me please let me know, thank you so much.
Hello Jodi,

We hope this message finds you well.

Please note that your account on 7Spins has been closed and your winnings voided as per Management decision following a complete review of the account activity, in accordance with the following Terms and Conditions of the website.

2.5.6. Casino reserves the right to withhold or otherwise decline or reverse any pay-out or winning amount or to amend any policy in the event that there is reasonable suspicion that a User is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policies or rules determined in respect of an existing Game or a new Game. Casino retains the right to determine absolutely that such an abuse has taken place; also, if Your activity in Our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitutes abuse of Our bonuses, promotions, policies or rules.

Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.

We wish you the best of luck in future endeavors.

Disputed Casino 7 Spins Casino

Reason Declined payment

Amount $18002

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

jojolea1975

5 years ago

Thank you yes it is resolved and I will contact you if it needs to be re-opened, thank you for your help!

AskGamblers

• Support Team

5 years ago

Dear @jojolea1975,

The AskGamblers Complaint Team is kindly asking you to update your complaint and let us know if you consider the complaint resolved. Please note that in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

We would also like to use the occasion and remind you to contact our team and request the reopening of a complaint in case something goes wrong with your outstanding payment/s.

Thanks in advance for your cooperation.

7 Spins Casino

• Representative

5 years ago

Hello,

We hope this message finds you well!

Kindly note that we have received confirmation of the payment method and the first payment has been sent.

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

Kind regards,
7 Spins

7 Spins Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $2,481

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

7 Spins Casino Complaints

See all complaints for this casino

Drawn out withdrawal

I keep getting the run around with my withdrawal. Got declined they then asked for additional documents which I sent, got declined again they asked for more additional documents to which I sent and now when I was being told by them all is ok I received an email saying it got declined again as I’ve been randomly selected for an account verification process. I’ve emailed and live chatted with no help except saying thank you for my patience.
I’ve been waiting for this withdrawal now for over a month.... it’s apparently been on review for that time also.
The original withdrawal request was got $2000AUS and now the withdrawal is for $4000AUS.

Resolved

$4,000

Withdrawal cancelled followed by sudden change of banking conditions

I submitted a withdrawal on 7th July for $772 by wire transfer. Account details were verified after submitting all the required ID information. On the 15/7 my withdrawal was cancelled and on contacting the casino to ask why I was advised that I needed to provide a copy of my bank statement. This had already been provided however I provided again. I resubmitted the bank statement and subsequently processed the withdrawal again. To which I was ad used that I would need to wait another 5 business days for this to be assessed. In the meantime it appears that the withdrawal requested us been cancelled an led on trying to resubmit it is now telling me that the previous maximum withdrawal limit of $4000 is now the min. I have attached screenshots from the 8/7 and from early today 15/7 where I was able to make the withdrawal requests however these have now been cancelled. Account terms stated withdrawals needed to be between $100 and $4000, which nOw appears to have change in the past hour. Very disappointed as I have made numerous attempts to contact their accounts with no response.

Resolved

$772

Four Weeks Delayed Withdrawal

I have waited 4 weeks for a witdrawal of 1233 euros. I made the first withdraw request 08 June 2020. After one week they said i needed to send printscreen of my ewallet. Did that and sent a new request. Next week they said that "my account has been randomly chosen for a Verification Process" and that it could take up to 10days. Today its 13 days since my last request. Seems like a very long time relative to others casinos i have withdraw from.

Resolved

€1,233

Unethical Tactics in Delaying Payments

Dear Ask Gamblers

Please do something about this Casino. They shouldn't be part of Ask Gamblers as the are Unethical and Dishonest.

After 5 days waiting for my pending period which should be 72 hours as per AskGamblers page.
I logged into my account to see how far the withdrawal is. Shocked to see my winnings are back into my casino account.

Went Straight to Live Chat
Spoke to So Called Manager Michael.

He said I need to send them Proof of residence. I told him my account was verified. I said but why my account is verified and I didn't receive any emails from them stating the above. I I didn't logged into my account today 2 May 2020 I would still be waiting and waiting for nothing as they don't communicate with their clients and this I see as a tactic to prolong the withdrawal process.

This is unacceptable on all Levels. Now I need to wait another 5 days. That's 10 days then only will they pay into ewallet.

Please look at the screenshots and see for yourself the unethical Standards they use to delay payments and to hope for the player to play their winnings. Proof that there is a screenshot of its not giving a withdrawal option and it says continue playing.

Please Ask Gamblers this is Unacceptable on all Levels.

Resolved

12 days trying to withdraw $4,000

I created an account did more than a few deposits had some good luck and then attempted a withdrawal.

I had already sent through all the verification documents as required.
That’s where the problem started. First withdrawal request was made on the 19th of March. They waited a full 5 days to reject it and no communication about why.

When I queried it I was told they wanted further verification documents, which is fine, the terms say sometimes they will ask for proof of bank account. But I had to query before they told me why.

Agent told me it wouldn’t take as long for the next withdrawal request.

I provided the proof of bank account. Did another withdrawal request.

6 days passed, much longer than the 72 hours their own information states.

I communicated a few time’s asking about the status.

Once again they then rejected the withdrawal asking for a credit card voucher, which is something the terms say they may ask for, but they could have requested both documents at the same time.

The voucher is just a form you sign saying it’s your card, and you have to sent your is and a photo of the card. Both photos of which I had already sent more than 10 days prior.

I filled out the voucher and emailed it off to security included the words for my 7 spins account and included my username.

Security replied asking me for which website and what account????

It’s now more than 11 days since I first tried to withdraw this money and I fear I will be waiting another 5 only for them to find another reason to decline.

Resolved

$4,000

Due payment not received on time

Not usually one to complain but I feel this casino has taken it too far this time.

I was told after I submitted my payout the second time that I was chosen to be randomly verified again by 7spins, I was told the process takes a max of 10 business days (the first time my payout was cancelled because they never had all my ecopayz info on file- fair)

Yesterday, after the supposed 10 business days for verification passed, I contacted a member of their live chat staff and they kindly contacted the accounts dept. for me to say that I would surely receive my payment that day (yesterday the 9th of may)- I got nothing.

After waking up and finding nothing has come of the payout, I contacted chat support again to hear the same thing- they weren't sure what happened yesterday and told me that I would be paid today (10th of may).

Chat support are unable to give me much information and I get no reply to emails from accounting.

I'm sorry it had to come to this but I feel stuck now and I hope AskGamblers and possibly the staff at 7spins can help me with this issue

Resolved

$1,378

Cancelled cashout of €3,500 due to 'random verification'