Confiscating €6,000 balance just because they "decided to bring our business relation to an end" and without any further justification

Good evening trust you are well. I need to submit a complain against 7 reels casino. Been a loyal customer for many years. Made a withdrawal on the 5 Feb and still had a live chat on the 6 Feb (Tom/Vinny) saying withdrawal in process. On Tuesday morning the 7 Feb log out of my account saying no service jurisdiction area.

I google this untrue cause South Africa accepted to play online. I send emails to support, security and accounts department. Support send a email back to say I bet to my much on a game. Going to void my winnings. My question I made withdrawal last year out of free spins R5700 never asked me or question me how much I bet per game to wager the bonus or free spins back. Last year Nov and in Sept.

I made big withdrawals in the past with 7 reels casino no questions asked of how much I bet on a game? I have a Skrill account with all the amounts paid out by the casino. If I wasn't allowed to play online why did the casino accept my deposits. Spending quite a bit since last year. Withdrawal this time huge problem. I also keep my eye on the wager process big was like R350-000 to wager back. After playing and playing the amount went to a positive wager process done. And the amount was withdrawable.

They refuse to answer me on this. I feel it's unfair and I as a customer feels violated by the casino. Tactic not to pay out? Never in all the years any questions about the bet I'm playing? All of a sudden it's a big issue. Going to send my proof on email cause I have difficulties to upload the files. Regards <removed sensitive info>

7Reels makes excuses to buy time almost every time I withdraw. They also say it takes five working days to verifiy a withdrawal so they only let you know on the fifth day there is a problem.

I was verified fully just a couple of weeks ago and now I get this in an e-mail:

Hello Andrew,

We Have News!

Please be informed that your withdrawal was declined due to the fact that your account has been randomly chosen for a Verification Process.

This consists of Management selecting a few random accounts with pending withdrawals, in order to review the paperwork that has been received from them, to make sure it is complete and legible, that the account information matches the paperwork and to review the account game sessions. This is a random procedure and there is no pre-determined selection process, meaning that there is no way to anticipate beforehand which accounts will be reviewed. Please bear in mind that this procedure may be repeated more than once a year and every customer who requests a payout will be subject to this process at some point or another, even if they have all the corresponding requirements for a payout in order.

However, there is nothing to worry about. Feel free to request again your withdrawal at your earliest convenience and it will be reviewed once the verification is completed.

Thank you for your understanding on the matter. For more information, please do not hesitate to contact us, we will gladly assist you.

Regards,

7Reels Support Team

The people in chat are now telling me that it will take another 12-15 days for further verification but they are refusing to tell me if they need anything futher.

I am not a new player and have been with 7Reels since they opened. They often make excuses to delay payments.

< Content removed > I had always been a bit skeptical regarding this casino and its affiliates due to some bad reviews, but decided to open an account since the rating on different sites were ok. Won some, followed the terms and conditions to a T, and decided to withdraw (after depositing, winning was not just from free spins). Had no problems going through the verification process, however, after waiting 6 days for the withdrawal to be accepted (logged in almost every day to check the progress), suddenly my account was suspended without any notice, just not able to login.

Sent an email to customer service regarding this, but I', still waiting for an answer. Considering other complaints about this casino, I can only assume its a scam. Steer clear.

Okay so my withdraw of 780.00 is still in pending after 6 full business days intact its going on 7 days.

I've also emailed you twice asking answers with no response from anyone? My account is < email removed > I've also emailed from this email? It was said to be 3-5 business days!!!

So I want to know why I've been waiting 2 extra days? 

And if it's in pending how much longer will you keep me waiting for my withdrawal?

I was getting all the history for my account which has taken time so now today I go in to do some more of my spins history and you will see with attachment number nine, that all of a sudden I cannot see my history any more and I cannot get a reconcile report of my history from March 26th the day I deposited and got a bonus with that deposit of 100$ to April 1st the day I went to withdraw 2800$ of winnings.

They put me through three weeks of runaround and then I wrote a letter to them of disappointment with the treatment I had received and that day randomly I am selected out of billions of people to have a manager review my transactions and my verification information.

It took until April 30th eight days after the manager randomly selected me which it shows in attachment my letter to them and then the email I got later that day saying that I was selected. When the verification by the manager was finished they put out a deposit to my Ecopays for 100$ with no explanation again. So in chat I asked staff why where was the rest of my money and they said on free bonus money you can only win a maximum of 100$. Now bonus money does not last over 5 days of full-time playing for one which is what it took me to play out the bonus amount that I got when I paid for it 100$. That is not free bonus money either and if it were it would not have let me keep playing through once I won that amount of money. I don't think. Regardless it was not free money that is different that is from free spins they send to your email only. There is no other way to get free bonus money from them and this was not that. This I paid for plus spent more money in between while playing out the bonus amount to get my winnings.

On top of that, they sent my 100$ to the wrong Ecopays account so that took me over a week to get back to. So now when I am trying to get all the history that I have already gone through all of a sudden there is no history for me to see or print. I want the money that I legally won and I really hope you will help me to get it .

Everytime I try and make a withdrawal from this site it gets declined and then all the excuses start. The process normally takes 4-6 weeks. This time I was declined ($3850) after waiting the usual 5 days for not having correct paperwork. I contacted the site and sent them an email showing I had previously submitted the paperwork. They apologised and said to resubmit withdrawal request again and they would hurry up the process. What happened.....5 days later withdrawal request denied. I contacted them, same excuse, I emailed them, again they apologised and said to resubmit request and they would process asap. So I waited the normal 5 days and then received an email that they had declined the withdrawal for "audit" purposes and that I can try again in 10 days ......

Surely this is a joke....are they just delaying hoping that I get sick of it and gamble the money instead.....it looks like they have run out of excuses and now make this one up.... all I want is the money I won. I dont know what else I can do .....